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JAMA Survey Analysis

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In the modern world of medicine, savvy consumer-patients demand more from healthcare providers than simply accurately diagnosing a condition and prescribing an appropriate treatment plan. It is becoming more important for hospitals and providers to manage their online reputation to attract the attention of new patients and keep current patients satisfied with services. Increasing online visibility, and positive market share growth, includes developing an excellent website, improving customer service, streamlining patient flow and many other factors in a technology-driven environment. Before you know your patient has a problem, it is likely that they have already shared their concerns with social peers, colleagues and family members.

Do you …show more content…
Dedicate a representative to monitor key review sites and respond to all feedback, especially negative feedback. Each complaint, whether it is about terse reception personnel, error laden statements or long wait times to see a doctor, should be addresses promptly. Admit you need to make some changes (when warranted) and apologize for times your customer service was lacking. Then, take corrective action to ensure similar problems don't occur in the future.

ModernMedicine Network reported JAMA survey findings that demonstrate the importance of intentionally exploring ways to streamline operational processes to improve patient perception and experiences. Although review site comments are definitely driving patient decisions today, 46% of patients choose a provider based on experience and word-of-mouth referrals influence 38% of patients' provider choices. Other top influencers include bedside manner, convenience (59%) and practice reputation (46%).

Automating communication, updating medical billing protocol to ensure claims are processed faster and more accurately and implementing transparent billing practices will improve patient perception and relieve unnecessary burdens for staff members, resulting in more face-to-face time with patients to build stronger relationships, which will lead to more positive experiences and hopefully more positive online

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