Business owners have always known that excellent customer service is an integral part of running a successful business. Physical therapy is no exception, as satisfied patients spread the word of their positive experience and are largely responsible for helping a practice grow. Disgruntled patients, on the other hand, likely won’t return to your practice and may even tell other people that they weren’t pleased with their treatment. This underlines the importance of physical therapy reputation management, which must be a major focus of your strategy if you want your practice to continue thriving.
Patients May Critique Both Patient Care and Customer Service
These days, with just about everything being on the Internet, your online reputation is priceless. The [pullquote2 textColor=”#000000″]Managing what’s being said about your physical therapy practice may be the most essential marketing you can do[/pullquote2] reputation you develop is largely based on what’s been said about your practice on review sites, and there is currently an abundance of these types of sites that patients can use to speak their minds. This is why managing what’s being said about your physical therapy practice may be the most essential marketing you can do.
If you break it down, there are actually two processes of your practice that your patients can review on social media. The most common area they may comment on is their actual patient care, which is the hands-on treatment that he or she receives from a physical therapist. But they may also take note of and review your customer service and the way they are treated by your receptionist, billing department and other support staff. When you take stock of your online reputation, look at each of the comments and categorize them into customer service-related comments and patient care-related comments, so you can address their feedback with the appropriate members of your practice.
Addressing Pain in Physical Therapy Reputation Management
There are some aspects of physical therapy reputation management that can be a little tricky. Physical therapy sometimes involves pain for the patient. [pullquote2 align=”right” textColor=”#000000″]If you are receiving online feedback from patients expressing frustration about this aspect of their treatment, you may want to try to be a little more compassionate and offer clearer explanations to your patients. [/pullquote2]It often involves pushing patients slightly past their levels of comfort to help them improve their strength and regain critical physical skills to improve their quality of life after an injury or painful condition. If you are receiving online feedback from patients expressing frustration about this aspect of their treatment, you may want to try to be a little more compassionate and offer clearer explanations to your patients. This will allow you to maintain the same treatment regimen with your patients, but broadens their understanding and minimizes their complaints. In many cases, complaints about physical therapy “hurting” or being “too aggressive” are really a failure in communication and not a failure in therapy.
Responding to comments as they are posted online and making sure you have a much higher percentage of positive ratings than negative ratings are crucial first steps. However, how can you focus on providing the excellent customer service your patients need if you’re spending all your time on your physical therapy reputation marketing? Can you develop internal processes to improve patient care if you are constantly monitoring your reviews online? It can be a bit of an endless cycle that leaves you spread too thin to grow your practice effectively, and you may need some additional help with these efforts.[colored_box bgColor=”#000000″ textColor=”#de2022″]We would love to help you out by doing what we do best, so that you can continue providing the best customer service and patient care possible to all of your patients, which will help ensure they post glowing reviews about your practice online. Please contact us to find out how we can help your practice thrive in the age of social media. In addition to helping you with physical therapy reputation marketing, we can optimize your mobile website, send out newsletters for your practice, and handle all your marketing needs both on social media sites like Facebook and Twitter as well as search engine based marketing on sites like Google, Bing and Yahoo.[/colored_box]