Webinar
6 Massive Mistakes That Are Killing Your Practice’s Online Reputation

When you’re focused on juggling multiple tasks at your practice every day, it’s easy to forget about one of the most important things that you should be paying attention to - your online reputation.

Most medical practices don't make their online reputation a priority - however, it should be. And honestly, the power of your online reputation is more influential than you think. In fact, did you know:

72% of patients use online reviews before selecting a physician 

That's huge!

Your patients are talking about you online AND your prospective patients are tuned in to what they have to say. And, as you can see, reviews and ratings of physicians and medical practices have a huge impact on patient decision making.

So, when was the last time you took a look at what is being said about you and your practice online? 

Are you unknowingly sabotaging your practice's online reputation? Are you driving away potential patients without even knowing it?

Unfortunately, for many healthcare providers, the answer is yes. In fact, numerous medical practices across the nation are making six massive, yet very common, mistakes that are killing their online reputation and patient acquisition. View our on-demand webinar to learn what those top online reputation pitfalls are and how to avoid them!

This webinar will teach you:

  • Six ways that healthcare providers commonly jeopardize their online reputations
  • Tips on how to prevent common online reputation mistakes in the future
  • How to avoid the top online reputation pitfalls and build a positive online reputation for your practice in 2019

Hello, everyone! Are you ready to stop killing your online reputation and start building a healthy one? Are you eager to learn some of the top online reputation mistakes, the medical practices across the nation are making? Do you want to learn more about the benefits of having a good online reputation? If you answered “yes” to any of these questions, you’re in the right place. I’ll be the voice that you hear for the next 40 minutes. For those of you who don’t know me, my name is Jason McDonald. I am the senior vice president of the Marketing at DrCatalyst. I have over 10 years of consumer engagement, brand reputation, and customer acquisition experience, and my company, DrCatalyst, is an online reputation management leader. Specifically speaking, we have helped medical practices and clinics across the US, increased their patient acquisition, improved their online reputation, plus so much more. Based on my knowledge, combined with the knowledge of my team and industry experts, I’m going to give you some really valuable tips that will help you avoid some of the common online reputation management pitfalls and help you get new patients. Plus, stick around for the full Webinar because we are going to provide you with an opportunity to uncover and improve the current state of your online reputation. Now, let’s get back to today’s Webinar topic: Your Practice’s Online Reputation. We live in a digital era, and the consumer, which includes patients, has more power and a bigger voice than ever before, and due to that, many practices are facing massive online reputation problems. We want to touch on that a bit today. So if you’re a healthcare provider during today’s Webinar, you will gain valuable insight into the power of the patient voice, the power of online reviews, and the power that your online reputation can have on your practice. Then at the end, I’ll give you some suggestions on how you can start taking control of your online reputation, and just so everyone is on the same page, online reputation management is a strategy and a process of monitoring and influencing your digital reputation and online credibility, and online reviews are a major part of your online reputation, so that is why we are going to spend the majority of today’s Webinar discussing online reviews and the influence that they have on patient decision making. So before we get started, I’d like to go over a few housekeeping items. This Webinar is being recorded, so my team will provide you all with access to the recording following the Webinar, and during the Webinar, everyone will be on mute. However, after every major section of the Webinar, I will give you an opportunity to ask questions and to ask the questions, simply submit what you would like to ask in the questions chatbox on the right side of the screen as simple as that. And speaking of questions, let’s kick things off with a quick poll so that we can all get to know each other a little more. I’m going to launch a poll now. You should see a question on your screen shortly that will ask you to classify your current role. If you could take a moment to answer that, then we’ll all see who’s on this Webinar with us. So I’ll give you just a moment to answer the current poll, and after you all click the appropriate button, I’ll launch the poll results so that you can see who’s on the Webinar with you. So now you can see who’s on the Webinar with us. There should be a poll results screen there.

To start things off, I would like to introduce you to _____ Andy. Andy represents your typical middle-aged male patient. His health has been typically pretty good but he has recently started experiencing more health problems, and as a result, he started going to the doctor a little more often with quite a bit of nudging from his wife. Gentlemen on the call, I’m sure we’ve all been there, right? However, Andy is also impatient. He hates waiting for long periods of time and he’s really big on receiving good care, so let me tell you a quick story about his last visit to the doctor. Last week, he went to the doctor during his lunch break at work, and he had to wait 40 minutes after his scheduled appointment time before he was seen by the doctor. Then once he was finally seen, he felt like the doctor was abrasive and that the carrier received wasn’t very good. So guess what he did when he got back to his office? He opened his laptop, and he went directly online to write a bad review. So you don’t think that’s a big deal? You don’t think that one negative review can affect the decisions of future patients? You’re in for a big surprise today. Bad reviews can damage brand loyalty and deter would-be patients. Sometimes, the damage is minimal and it can be overlooked. However, more frequently, a negative online review can do a real number on your practice and specifically, bad reviews tend to drive away potential patients. In fact, according to a recent study by BrightLocal, a single negative review could drive away 22% of potential patients. So in the case of Andy’s review, if that practice thought that Andy’s one negative review wouldn’t matter, that’s a big mistake because his one bad review could possibly drive away almost one-fourth of potential patients. You heard me right, one-fourth of potential patients. That’s huge. Oh, and it gets worse. That number jumps to 59% after 3 negative reviews and 4 or more negative reviews can deter a whopping 70% of potential patients. That should be a major reality check for medical practices and clinics who aren’t taking care of their online reputation, and what’s really shocking is that the doctor’s office that Andy went to, likely doesn’t even know that Andy posted about them online, so their online reputation is being severely damaged and that doctor’s office probably doesn’t even have a clue. Actually, that’s the case with a lot of practices these days because if you don’t take the time to find out, you could be unintentionally sabotaged in your online reputation. So that brings me to the next question. Lately, have you checked online to see what people, especially your patients, are saying about your practice? When was the last time your practice checked online review sites and social media to see what people are posting? After learning about the damage that Andy’s one bad online review can do, I would strongly suggest that you take time to learn what is being said online about your practice, and are the potential patients steering clear of your practice because of your online reputation? It is an important question that you need to figure out the answer to. Honestly, your online reputation can help you grow, but it can also sync your practice like each of us on this Webinar. We read reviews before we purchase most products and services. In fact, I’m sure that the majority of us on this Webinar probably went to Amazon at least once already this week to purchase something, and before you made that purchase, I’m going to bet that at least 75% of you looked at reviews. Honestly, Amazon really kicked off the power of online reviews, and since then, every industry has been impacted by the power of online reviews. So, if all of us are relying on Amazon reviews to help us make the best purchasing decisions, why would you think that your patients and perspective patients would do things differently when searching for the best doctor to go to? That’s why it’s important to make sure that you’re not missing out on potential patients and driving away current patients because of bad reviews and a bad online reputation. Now, let’s take a look and do a quick survey. I’d like to see where all of you currently stand when it comes to the state of your online reputation. In a second, you’re going to see another poll that pops up with a question, asking you about the current state of your online reputation. Please select the answer you feel most accurately represents your practice’s online reputation. There is nothing wrong with any answer that you select and it’s okay if you feel like your online reputation isn’t currently that great. After all, that’s why you’re on today’s Webinar, right? So you’re going to hear silence once again while I give you all an opportunity to take the poll. Wow, look at these results. I knew it’s always interesting to see where other practices and healthcare providers stand. Before we talk about the benefits of a good online reputation, the consequences of a bad online reputation and some of the top online reputation mistakes to avoid, it’s important to understand the main component of your online reputation and that is the voice of the patient. In today’s consumer-driven world, the voice of the patient has been magnified through the power and the reach of the internet. So let’s take a quick look at the power of the voice of the patient and how the patient’s voice can affect your practice. More patients have a voice and in this day and age, they’re not afraid to use it. And guess what? Your prospective patients are tuned in and keeping an eye on everything that is shared online. So if you think that there isn’t any power in your patient’s voice, think again. In fact, online review sites like DocDoc and Healthgrades have a growing influence on doctors’ reputations and their ability to track new patients. That just goes to show that the way people are choosing their doctors is changing. Online reviews are now a major part of this decision-making process. In fact, 72% of patients report using online reviews as the very first step to finding a new doctor. That’s big. Just let that sink in for a minute. And that means what your current patients are saying about you can either help you attract new patients or have new patients running for the hills. You’re more likely to buy something or try out a new service if a friend recommends it to you, right? What if I told you that online reviews are just as effective and trusted just as much as personal recommendations? Yes, it’s true. According to BrightLocal, 88% of people trust their online reviews just as much as personal recommendations, and yet another solid example of the power of the patient’s voice. After learning about the power of the patient voice, and how big of an impact reviews can have on your online reputation, are online reviews a liability or an asset for your practice? Hopefully, it’s the latter.

Okay, let’s jump right back into things and start off by taking a look at the power of a bad online reputation. So what if you have a bad online reputation? How can that affect your practice? How can that affect your revenues? Your online reputation matters because it can either make or break your practice. As mentioned earlier, patients who are likely to do research online before selecting a physician or a new practice to go to, so what they see online about your practice is important, and the impact of patient reviews in your overall reputation have on your practice plays a large role in how you increase your bottom line, gain new patients, and grow as a practice. Having a bad online reputation will only result in lower revenue and hurt your practice because new patients tend to steer clear of practices with the bad online reputation. Additionally, having a bad online reputation will result in your clinic having lower search rankings due to negative comments and bad patient reviews, patient and prospective patients not trusting your practice, not gaining new patients, and worst of all, your current patients will move to other providers.

Now, let’s get to the meat of the presentation. Now that you have a better understanding of the major impact about online reputation can have on your practice, I want to help you avoid damaging your online practice’s image. So I’m going to share shifts, massive online reputation mistakes that you really need to avoid. Let’s jump right into mistake #1. If you’re a physician or anyone in the medical field, are you sure that you know having a good online reputation is important for your growth? And assuming that your practice doesn’t need an online reputation management strategy is probably the most common and deadliest mistake that practices are making. In today’s digital age, people go to social media and online review sites to voice their opinions and look for information and just because your practice’s reviews are positive today, it doesn’t mean that it’ll be positive tomorrow. Your online reputation can change in an instant and a key to protecting your practice from the bad image and one that damages that negative online reviews can cause is a good online reputation management strategy. Also, a lot of practices tend to try to figure out the problem when their number of new patients starts to decrease or loyal patients decide to switch providers. Don’t wait until things start to go south. You need to be proactive and that’s why you need to have a good strategy in place. I really can’t stress this enough. Honestly, I could put together a whole Webinar on this single mistake, and maybe our organization will in the future. However, for the sake of time, what I want you to remember from this slide is that you need to have an online reputation strategy today, and having a strategy in place is critical to your practice maintaining a positive brand identity in the eyes of patients.

That leads me to mistake #2: Ignoring negative reviews or having no reaction plan in place for negative reviews. If you’re ignoring the negative reviews that your practice receives, that needs to stop today. Just think back to the earlier part of the presentation when I talked about the power of negative reviews, and how they can scare away potential patients, so I think it’s safe to say that negative reviews hold a lot of weight. It’s important to respond in negative reviews because if you don’t, the patient who wrote the review will feel completely justified in his or her anger because you’re not addressing the issue. Also, other patients and prospective patients probably wonder if you really care, and if they’ll receive the same brush-off treatment if they have a bad experience at your practice, and they may also think that bad experiences are the norm at your practice. Essentially, being unresponsive can send the wrong message, and ultimately patients and potential patients may feel like you don’t care about the level of service and the patient care that you provide, and that’s exactly what you don’t want. When you see a negative review, it’s your chance to address what went wrong, apologize, and see what you can do to make things right. To prospective patients, that demonstrates that you care, and truthfully, that can be the difference between someone completely writing off your practice or giving your practice a chance.

Now, on to mistake #3, which is not responding to good reviews. Not responding to negative reviews can be very bad. We’ve already established that. However, many practices often overlook the power of responding to good reviews. It’s also a big mistake. Just think about it. If somebody walked up to you today and said, “Hey, I like your haircut” or “I love that shirt”, would you just ignore them? Or would you acknowledge the compliment and tell the person “thank you”? I’m assuming the latter. It’s just as important to acknowledge the online reviews that are good even if it’s just a quick “thank you”. For starters, it’s just good practice and it’s polite. Additionally, it shows that you care and appreciate your patient taking their time out of his or her busy day to leave a glowing review about your practice, which in all honesty, benefits you and your practice way more than it benefits your patient. So if you haven’t been responding to the positive reviews that your practice receives, start doing that today.

Mistake #4 deals with the inability to take criticism. Most practice owners try to do a good job running their practice, so a bad review can feel like an attack. It’s a little natural to get defensive and upset when somebody criticizes you or your practice, especially if you feel like the complaint is unfounded. I get it. However, responding in an angry or defensive way doesn’t do any good. Trust me. You don’t want to be the raging physician or medical professional who can’t handle negative feedback. Look, everyone isn’t going to completely be happy with you, your level of care, or your practice 100% of the time, and that’s okay. What’s not okay is getting defensive and lashing out at the person who wrote the review. Instead, take a minute before you respond or even walk away for a few minutes to calm down and clear your head. Once you have calmed down a bit, come back to the review to respond without being defensive or rude.

Mistake #5, posting fake reviews. Yes. Some healthcare providers really do this. Fake reviews are a growing problem. Today, it is very easy to create a new account on a review site and leave either a positive or a negative review about your practice. However, hiring people to post fake reviews or even posting fake reviews yourself won’t do any good for your practice. You don’t want your practice to be associated with unethical acts. Plus, no one likes being deceived, so people would lose trust in your practice if they found out, and that could result in your practice losing patients and prospective patients. In addition to practices posting fake reviews to improve their online reputation, some medical practices are going to the extreme and posting fake reviews about other local doctors and practices. This is wrong on so many levels. I honestly don’t even know where to begin. First and most importantly, it’s unethical and illegal. In 2009, the FTC actually banned the practice of fake reviews under what is called the undisclosed paid endorsements. It’s really just not worth the risk and it shouldn’t be something that your practice is involved in doing anyway. Trust me, the fake reviews aren’t worth _____ the trust and the credibility you will lose. The damage will do to your online reputation. Instead, just focus on getting the real reviews from real patients. I’m sure that you have a lot of happy patients out there, so utilize them and ask them to post reviews for you. There’s nothing wrong with encouraging or asking your patients to post reviews about your practice online. Here’s the last mistake that you want to avoid: Posting online review responses that aren’t HIPAA-Compliant. I saved this one for last because a ton of practices across the nation are making this mistake. Like it or not, responding to reviews matters to your patients. Unfortunately, for those in the medical profession, HIPAA laws can make it a little more difficult to respond to reviews. So what should you do? You can respond to reviews, but just follow a few guidelines. The one thing you really need to keep in mind is that your practice cannot disclose any information that indicates or eludes to a reviewer being a patient. Even if a patient leaves a name and a detail description about their last visit in your office, if you include any information in your response that indicates that the reviewer is or was a patient, that can be very bad for your practice. It makes it hard, right? I know. However, posting responses that are not HIPAA-compliant can get you into some serious hot water, and sometimes even into legal battles. However, there’s a good tip on how to respond. Ask to take the conversation offline. You can have them call your office and then you can talk to them about the situation over the phone. Another good solution would be to have your practice’s legal representation glance over the responses that you would like to post or work within online reputation management company that has experience in writing HIPAA-Compliant responses. It’s honestly not as hard as it sounds, but you do want to be mindful that your responses are HIPAA-Compliant.

So we got a question from Jane, “Can I just try to get negative reviews removed instead of replying to negative reviews?” I want to thank Jane for this question. I think it’s actually a really smart question and it’s the question that I get from a lot of the physicians and owners that I work with. Now the short answer to your question, Jane, is that no, you can’t get negative online reviews removed. Really, if you think about the importance of online reviews. Reviewing it would really just make it completely irrelevant to have the online reviews. So the strategy that we all recommend, is to #1 deliver great care, #2 make it an actual process, start to request patients to post reviews. The more reviews you have the better you can do at drowning out some of the negative reviews. That will give your happy patients a chance to equalize your reviews. Thank you for your question Jane. Are there are any other questions? I will give everybody just a chance.

Okay, Lisa I have unmated you, if you would like to ask a question.

Lisa: Yes, I’m sorry, not to type it in. In responding to, in a HIPAA compliant way, well for example, we have a patient that said thank you for your care, I’m so glad we found your office, well how do you respond to them without acknowledging that they were here when they have already acknowledged that, how do your respond to that?

Jason: Yes. This is actually a really good question and I think it’s a difficult one Lisa because of the legalities involved so what we think is the best way to approach that is if the patient, when they post something if its explicitly obvious that they visited the practice we really would recommend that you just run it by legal. I think that was one of the suggestions that we had there. That is probably the smartest thing you can do just to make sure that you don’t accidentally violate any HIPAA laws.

Lisa: So another word you are saying, just say thank you to everybody because, I don’t know how to respond to them without acknowledging that they were in our office.

Jason: Yeah, I think it’s a really good question and it is one that what we made you is we could take the conversation offline Lisa, and we could help you develop a strategy. What I probably would do is we also have a legal counsel in house and we can run a question by them as well. We have a checklist of guidelines that we may also share with you that is a little more extensive than the one we have shared here, so maybe that is a good starting point for us.

Lisa: Okay.

Jason: Okay, thank you for your question Lisa. That’s great. Moving forward, now that you have had some experienced learning the top online reputation mistakes that you need to avoid let’s move forward. I have shared a negative aspects of about online reputation and the top online reputation mistakes to avoid. Now, I want to switch gears and talk about the brighter side of things. Let’s discuss the benefits of having a good online reputation especially when it comes to having good reviews and ratings and why getting your practice to a place where you have a healthy, a positive online reputation can be extremely beneficial for your practice. Having a good online reputation helps to increase trust, credibility and transparency plus there are so many other benefits. Let's explore them now.

One of the top benefits of a good online reputation is increased revenue. I have talked a lot about the importance of reviews. When it comes to your online reputation and I can't state enough how crucial positive online reviews are to the health and profitability of your practice. There are even stats to prove it. Businesses can see revenues jump as much as 10% with each additional star rating that they received plus the better your reviews are, the better your practices image will be and the more likely you are to attract new patients and of course new patients mean an increase in revenue. Good reviews and ratings along with an overall good reputation can really help your practice increase revenues, however, it is important to keep in mind that this is not an overnight occurrence. To increase revenue and manage your reputation of your brand, you have to focus on it on a regular basis with consistency. However the benefits such as increase revenue will definitely be worth it.

The second benefit of a good online reputation is that you will have a higher search engine optimization ranking. SEO strategies (search engine optimization), which is SEO for short. SEO strategies are used to boost practices and other businesses in online search results. However, as many of you know, Google collects and displays reviews within its search results, so Google uses positive versus negative search reviews to help with how you are ranked. Therefore, negative reviews can negatively impact your practice and search result while positive reviews can be very beneficial to your practice and help you rank better in search engine results. Additionally, the more reviews that you have on your Google from my business page, the more credibility Google gives you so having positive search results is a benefit with your search engine ranking and also having more results gives you credibility. As a result, more potential patients will be able to locate your practice which translates into new patients and more revenue for you.

Benefit #3 is patient growth. If you have a good overall online reputation especially a good number of positive reviews online, there is a higher probability that prospective patients will go to your practice. As mentioned earlier, patient's are _____review sites to help them select the doctor that they think is best for them, so make sure your practice is positively represented on those sites. In fact, a survey by software advised uncovered that 48% of people would consider going out of network to see a provider with more favorable online reviews, that is so huge! By having good online reviews and a positive online reputation you cannot only grow the number of patients that are in your network, but you could potentially even tap into the out of network patient poll as well.

The fourth benefit of having a good online reputation is that you will have a competitive advantage. When choosing a new position, people have plenty of options, so many people browse the internet to find the physician or doctors office with the best reviews. Therefore, it is safe to say that having good reviews and a good online reputation can help to differentiate you from the other physicians and local practices that specialized in the same thing as you. Think about the last time you chose a restaurant to take your significant other too. Most likely, you went on Yelp or some other review sites to look for a nearby restaurant that had the best reviews. The same goes for a new patient. After looking for a new doctor that is in their area they are going to choose the local doctor’s office that has the best online reviews.

Another benefit is higher trust. I mentioned earlier that 88% of consumers trust online reviews as much as personal recommendations. That is no small number and what that means is that when it comes to trust and influence, online reviews are just as powerful as personal recommendations from friends and family members. Also according to BrightLocal, positive reviews can make 73% of consumers trust the business more. So, one key to gaining trust is obviously through having positive online reviews and earning and keeping your patients trust is key to long term success. Building trust and credibility is far from easy, but with 72% of potential patients incorporating reviews into their physician selection journey. Online reviews have become the best tool from medical practices to build their reputation and earn the trust of existing patient and prospective patient.

The last benefit that I want to share with all of you is that if you have a good online reputation, you will make a great first impression. The prospective patient’s first impression of your practice is no longer when they first walk into the physical doors of your practice. Now, the first impression of your practice begins online, that is why it is important to monitor and manage your online reputation that includes the reviews that are being posted, the ratings that you are receiving and what is being said about your practice on social media. Making the good first impression such as having a good number of online reviews and positive reviews at that is important to prospective patients, and in turn, it makes it easier to convert them to becoming a future patient.

As a recap, by having a healthy and good online reputation, your practice will likely experience increased revenues, higher search engine optimization rankings, higher patient growth, an increase in gain trust, an advantage over competitors and the ability to make a good first impression. That is an amazing group of benefits if you ask me. Now that you have a solid understanding of the benefits that are associated with a good online reputation, how can you turn the 72% of patients that are physician shopping into your future patients. Well, I'm glad you asked. You can certainly manage your own online reputation, just use the guidelines that I have shared during this presentation and avoid the top mistakes that is the great starting point. However, if you are new to the online reputation management and you are looking to build repair or rebuild your online reputation, you may want to partner with a reputable online reputation management company. In a day and age, where 72% of new patients select their doctors based on online reviews it is important that your online reputation reflects the quality of care and service that your practice actually provides, that is where we can help. If you choose to partner with a medical online reputation services company, our DrCatalyst team would be happy to partner with you to help you avoid the common online reputation mistakes that I shared with you today and to ensure that your practice has a positive and healthy online reputation. Additionally, we don’t just help practices with their online reputation management, we do offer other services that can help you with all of your medical marketing needs including from search engine optimization services that help you rank well and Google so that prospective patients can find you online to web design and development services that enable your website to act as a growth of engine for your practice to online reputation management services that will help you increase your number of Google reviews and improve your overall online reputation. We really do it all and remember the special offer that I mentioned earlier on during the Webinar. Well, if you are serious about your online reputation and you want to improve it, the first step that we always recommend is doing an online reputation audit. Our team can quickly perform the audit for you and the audit allows us to take a look at what is being said about your practice online and we provide you with a blueprint on how to improve your online reputation. Normally, we charge $499 for an online reputation audit, but as a special thank you for attending today’s Webinar we are slashing this price down to $249. However, this is a limited time offer. This offer is only valid for 1 week. On 01/23, the offer will expire so if you want to take advantage of this, a link will be provided in the Webinar recording email that we send you after today’s Webinar. I would love to fill any additional question that I have not had a chance to answer you.

Okay, looks like we have got a question from Riley. Thank you Riley. Your question was how quickly do you need to respond to a review. Also, is it ever too late to respond if weeks or months have passed? So, this is actually a really good question, Riley and the bottom line is that you should respond as soon as you possibly can. We do recommend responding same day or the next day because if you do that the chances of the patient to receiving that response is a lot higher in the _____ minds so there is an added benefit to responding quickly. I will say, Riley, if you have a bunch of reviews on any of your pages including Google, Healthgrades, Vitals.com, WebMD. If you have reviews on any of those pages, that you have not responded to, we would recommend that you do so immediately even if those are old responses. Posting a response will make your business look very favorable. So, to summarize my answer, respond as soon as possible when you find a new review and then secondly if you have anything there that has not been responded to, do it as soon as possible, and thank you for your question Riley.

There is a question from Lisa. Can you give an incentive to patients to make reviews such as gift cards? This is something that a lot of smart practices have started to do. There is nothing wrong with giving an incentive to patients like a gift card encouraging them to post their review. Whatever you do, though, don’t incentivize them to post a positive review because you want them to be objective. So you can absolutely provide incentives and try to get more and more patients to post a positive review.

One has a great question. If a review is one sided, and not entirely true, what would you recommend. You know, this is actually quite difficult because we have to respond in a HIPAA compliant fashion and really at the end of the day, there is never anything wrong with thanking somebody so, one, that is the first thing that we always want to do is want to thank somebody for taking time to post their review about practice. It is very helpful that they are taking time to post review and even if it’s bad we do thank them and we want to know. First, I would always thank anybody to post. Secondly, I think every situation is different and sometimes you as a practice are at a disadvantage because you cannot really post anything that is outside of HIPAA as we mentioned earlier. So again, not to sound like a broken record, but I would run it by your legal, or you could run it by us if you want to after the Webinar if you have specific reviews that you would like us to look at. One of the things we do for practice is we help them acquire online reviews with Google and we also run their responses. So if anybody on this Webinar needs assistance not only with getting reviews but with responding to them we can coach you through the process and we can also do that for you. One, my staff could put you in touch with me after the call and we would be happy to look at the specific review that you have a question about and share some ideas with you.

I think we have one from Adam. Can you share a little bit more information on how good online reputation can help with search engine optimization ranking? I thought that was an interesting benefit. So this actually a really good question and I want to thank Adam for sharing this. A lot of folks do not understand the correlation or the relationship between online reviews and search engine optimization rankings. First of all, let me just to tell you, in a sort of what search engine optimization rankings are. Google ranks every single website with a ranking so you know it is one through like high into the millions, that is the ranking structure and the way Google decides how to rank is a complex algorithm. Companies like ours understand the algorithm, but most people, you know most practice owners, practice managers, physicians you know this is not their job to understand search engine optimization so first of all most practice owners know what SEO is but they don’t understand it in depth. Secondly, very few people understand that there is a correlation between the number of reviews that a practice receives and the search engine optimization ranking of that practices website. What happens is, as soon as you start getting reviews from your patients to your Google from my business page, what will happen is as soon as you start getting those reviews your website traffic should in theory increase. What we are saying is that for our customers that medical office customers that we serve as soon as we start to get the practice an increase in patient reviews, then we instantly see an increase in the search engine optimization ranking of the website and we start to see more website traffic coming to their website on a monthly basis. The reason this is happening is because Google is increasing the practices websites search engine optimization ranking. So this is you know of all the strategies for a practice to grow, increasing your online reviews is probably the smartest and fastest way to increase your practices, SEO ranking. That is one of the best ways that we would recommend that practices start to work on this.

We have a question from Lisa. Lisa was asking what was the first mistake and what I will do Lisa is pardon me for running through the slides, but I will find you the first mistake. So the first mistake, is not having a strategy and really what this comes from is, what happens Lisa, is most practices that I talked to each day, they really don’t even know what their rankings are in Google. They don’t know their Google rankings, their Yelp rankings, their Zocdoc rankings, their vitals; those are all physician review sites and healthgrade is another big one. So the key is understanding your rankings and having a strategy in place about how you are going to address them and really the goal is get more positive online reviews. It is a great question, Lisa. We still have a few more minutes, does anybody else have any questions? I want to make sure that everybody’s questions are answered. Lisa has a great question. Does Facebook reviews also increased SEO. So this is actually a great question Lisa. The short answer is yes. Any activity you have on any social media channel should have a positive impact on your social media. Having said that, based on what we are seeing and this can be different for every industry and even this can be different for every practice and it depends on your geographical location, so what city and state you are in? Do you think can all be variable that impact my answer but in short the Google from my business reviews seem to have a significantly higher impact on search engine optimization value. So for some reason, it could be that Google kind of favors their own tools, I think that is one reason that it could have an impact. The other thing is that when you do a search, Google has a page, it is called Google from by business. This is a free page that each business can claim and so Google from my business page is will come up in the SEO search result on the right side of the screen. So what we are seeing Lisa, is that the Google from my business have a substantially higher impact than Facebook. This is not to say, that Facebook reviews don’t matter because they do, but they are sort of, you know, I don’t know how to gauge the number but I could tell you, they don’t have as big over review as Google from my business. It is a great question by the way Lisa, thank you for that.

Jennifer asked a question. She said, can you share a little bit more about what the online reputation audit entails. What should I expect from the audit. Yes, it is actually a really good question Jennifer. So, when we do the audit for medical office, the first thing we want to do is we ______ the internet and we find the ratings that your practice receives across all the sites. Once we understand what your ratings are, it actually come back to you. We also look at your website, we want to see, how does your website have an impact on the reviews. Once we do these things, we prepare reports for you and then we give you some insight into a plan about how you could improve your ratings and that plan maybe something that you take Jennifer as a practice and you execute on that plan. Additionally, you may decide that you want to hire DrCatalyst to do that for you because maybe you don’t have the time or the staff that knows how to do it. So both of those are good options and that thank you for that, it is actually a really good question.

Well, ladies and gentlemen we would like to thank you for your time today and this is going to conclude our question and answer session. I don’t believe anybody else has question so we really appreciate your time. Thank you for taking time out of your busy schedule to join our Webinar. I do hope that you learn some valuable tips and information about the importance of online reputation management and I hope that all of you can join us during our next Webinar on Search Engine Optimization, standby for details on that. We will be in touch soon. That is going to be a very exciting Webinar, okay. Thank you everybody, have a great day.