health care

How do patient satisfaction surveys and online reputation management play a role in the healthcare industry?

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The patient now has more choice than ever. Access to knowledge and unbiased opinions is instantaneous. For anyone providing a service, reputation management is essential. And if you’re a provider of healthcare, it is no different. If an individual seeks the online reviews of others before choosing a restaurant to eat in, why would they be any less diligent when it comes to something as important as their health, or their family’s health?

What’s important when it comes to a healthcare patient satisfaction survey


After visiting a health care provider a patient can have the opportunity of filling in a healthcare patient satisfaction survey. The following are important:

  • The patient must be able to carry it out confidentially, to ensure the survey is filled out openly and honestly.


  • It’s preferable that the survey takes place relatively soon after the conclusion of the patient’s visit to ensure the experience is fresh in the memory and anything important wouldn’t have been forgotten.


  • The results need to be collated and presented in a way that is understood by all team members who view them.


  • The more patients you have, the more data you will have in your system. And data, therefore, becomes more credible. Otherwise, several anomalies could reduce the effectiveness of decision making.


  • Finally, the data gathered needs to be utilized. There’s no use in spending the time and money (including patient’s time) if the data isn’t analyzed and used in future decision making.

What is healthcare online reputation management all about?


Times are changing fast and healthcare online reputation management is not something that can be ignored. Collecting data from patients is one thing, but knowing what the public thinks about them is another. While you can’t control what everyone is saying about you, there are ways you can try and manage it. The first step is to realize that if your primary focus is to provide an optimal service, then the amount of time and effort it takes to manage an online reputation is significantly reduced. You shouldn’t have much to worry about.


It’s very important for any service provider to keep up to date with the data. And more importantly, to act on it. If a doctor consistently gets poor reviews then investigate why. If a large proportion of patients make a particular comment then it would be wise to consider whether they are pointing to a solution to a problem. If negative reviews keep cropping up then they have to be addressed.


A reputation management service can also be needed. The overall online perception may be completely different from the actual state. What reputation management does is helps to make sure your online presence is a more accurate representation of reality.


Advice for physician online reputation management


It helps the career of a doctor if they dedicate a little of their time to physician online reputation management. The following advice can help:


  • Keep track of your online reviews.


  • While your primary focus should always be on healthcare and your patient, it may not be a bad idea to have a social media presence and to have an up to date profile on medical sites and forums. That way, potential patients can get to know you a little bit and you will have achieved some familiarity with you, which will make the patient feel more comfortable during their first visit.


  • It’s hard to please everyone. Any negative reviews provide an opportunity for real honest feedback and a chance to improve.


  • Reply to comments. Then you can give context and have your say if there are any less-favorable comments.


  • Assume that every patient you meet is going to be leaving a review. If your focus is on providing a great service then you’ll probably only be getting positive online feedback.


The easily accessible information, that includes unbiased reviews is good for everyone. It’s good for patients because it allows them to have their say. It’s good for doctors because getting direct feedback provides an opportunity to perform a better service. And it’s good for a healthcare provider because better decisions can be made that are data-driven. Also, real, honest feedback from patients will allow improvements to be made.



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In recent years we’ve seen some major breakthroughs in healthcare. Technology continues to evolve and so do patients’ expectations. We’re going to take a deeper look into how the changes in the internet with regards to reputation management are affecting the choices of the individual who is looking for healthcare. And what you can do about it to optimize your online presence.

The importance of medical online reputation management

You’re probably asking yourself, why does medical online reputation management require your urgent attention? Shouldn’t the entire focus be on the care of the patient? First, consider the way in which the internet has revolutionized the way people make choices in life.

Whether it’s purchasing the latest consumer goods to selecting where to eat. No longer do you have to take risks. If you’re travelling to a new city and want to go to a restaurant, you have the likes of Trip Advisor to give you an unbiased view. A view which you can trust because it comes from other visitors of the restaurant. Now, if you’re unwilling to go for dinner without conducting this type of research, then why would you be willing to place your trust in the hands of a doctor when it comes to something as important as your health? It just wouldn’t make sense!

How will healthcare online reputation management change in the future?

Before we look to the future, let’s identify the current attitude in regards to healthcare online reputation management. Take a look at the following survey results:

  • 59% of American adults have confirmed that online ratings were a factor of consideration when choosing a healthcare provider.


  • A third of these patients have gone on to say that when making their choice, the existence of positive reviews was a factor of consideration.


  • 37% of American adults say they will avoid a healthcare practitioner due to negative review.


As more individuals find themselves emerged using tools such as online reviews to make decisions, this figure is only going to increase.  Credibility is now something that can be measured and as more members of the public rate and review online, the more accuracy a provider’s credibility and reputation will have.

Physician online reputation management – a quick guide to improving


For patients to trust a new doctor, they will need to consider the physicians online reputation management. Gone are the days of trusting a single family doctor for life. So, what steps can a physician take to maximize the potential to improve their online credibility:


  • Update your profiles on social media and listing sites. Ensure people know who you are, your background, specialties and opinions. This will allow them to make the right choice of whether to visit you or not. If an individual doesn’t agree with the way you do things then you’re less likely to have disagreements that penalize you in reviews. Sites to consider include: Healthgrades, Google, RateMD’s, Yelp and YP.


  • Keep a track of your ratings and what people are saying about you. While it’s wrong to obsess over this, it’s worth taking a little bit of time each week to reply to people’s comments. Firstly, it shows you care, secondly it allows you to clear up and have your say if there are any negative comments and thirdly, other readers will be impressed with your expertise and willingness to take the time and engage.


  • Be honest. Keeping your ethics at the core will ensure you win the trust of patients in the long run.


  • Assume that every patient you see will leave an online review somewhere. This means your focus is going to be where it should be – on the patient. If you wish to maximize your transparency then publish public reviews on your website. Your own web content is open to bias, so any third party scores, ratings and public forum will boost your reliability.


By making an effort to have an online presence, both healthcare providers and physicians give the general public an opportunity to engage with them online before visiting. This allows a baseline trust to be established and will lead to a better overall relationship in the long-run.

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Why Use Patient Satisfaction Surveys?

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Open discourse with patients — let them know you are tuning in.

Pick up a more precise comprehension of the patient experience.

Advance educated basic leadership by picking up factually

solid information

Can be utilized to discover hone promoters and drive made strides

online surveys for destinations like Google, Healthgrades, Vitals,

RateMDs, others

Higher repayment from payors.

What We Offer

PatientTrak’s HIPAA agreeable overview benefit takes into consideration robotized same day patient and area studying, completely altered over all features for the two suppliers and areas. Utilizing our devices you can make custom patient fulfillment overviews or utilize your CG-CAHPS and HCAHPS study configurations to get profitable patient experience criticism for your association. Create extraordinary reviews by specialist, claim to fame, gathering, area or different factors and have them sent by means of email or instant message.


Overviews Dashboard — PatientTrak’s anything but difficult to-utilize dashboards exhibit your patient input utilizing instinctive outlines and charts.

Alarms — Set-up email cautions to be advised when low evaluations or audits have been posted.

Audits/Survey Comparison — PatientTrak additionally gives an ongoing data contrasting your online surveys and your inward patient fulfillment review comes about giving you a more total photo of your patient input.

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Advocate Health Care Chooses PatientTrak for 56 Walgreens Locations

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Advocate Health Care has chosen the PatientTrak patient sign-in and tracking software for its clinics located inside 56 Walgreens stores in the greater Chicago, IL area.

Advocate is named among the nation’s Top 5 large health systems based on quality by Truven Analytics and is the largest health system in Illinois. With more than 250 sites of care, 12 acute-care hospitals, 6,300 affiliated physicians and over 35,000 associates, Advocate is one of Chicagoland’s largest employers and is recognized as one of the Top 100 Workplaces to work in Chicago.

PatientTrak is providing Advocate with a suite of cloud-based solutions and reporting tailored to their staff and patient needs including:

Patient Tracking — PatientTrak provides visibility to patient flow and status while improving staff efficiency. Using the software, the clinic staff can view all patient activities, change queue priorities and communicate clinic status.

Sign-in Kiosk — Patients use the kiosk to sign-in and establish their place in the queue. The system offers a simple assessment and gathers patient data quickly. Clinic staff can preview this information and determine acuity and adjust the queue accordingly.

Online Scheduling Integration — PatientTrak is integrated with Advocate’s online scheduling for the Walgreens locations. Local staff can see patient appointments in real-time and the system calculates and displays the current wait time based on both scheduled appointments and walk-in patients.

Wait Time Display — PatientTrak computes the real-time, patient wait time and displays this information on the kiosk, online and in the store on flat screen displays so patients know their status and when they will be seen.

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PatientTrak and Points Group Partner to Provide Enhanced Patient Satisfaction and Experience

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Florham Park, NJ, May 21, 2018 – Points Group, a leading strategy, branding and marketing company that specializes in healthcare, and PatientTrak a leader in patient satisfaction solutions, have announced a partnership between the two companies. Together, they combine the superior software capabilities of PatientTrak with Points Group’s expertise in the areas of patient experience and marketing, to deliver unmatched services to their clients.

The partnership provides a variety of services that help clients in the healthcare industry implement the leading patient feedback software, while maximizing the impact by applying best practices for a highly improved patient experience. The services include software customization, patient experience audit, process improvement, patient satisfaction survey development, reputation management and employee customer service training.

“Our two companies create a perfect synergy. For many years, we’ve been focused on helping our clients to improve their patient experience. PatientTrak’s software aligns perfectly with our consulting and marketing services in this field. Together, we are able to provide custom solutions and services unparalleled in the healthcare industry,” states Thomas Hofstetter, Managing Partner of Points Group.

“We are excited to partner with Points Group as their marketing and consultative expertise complements our software solutions and adds a new level of benefit to clients using PatientTrak.”, states James W. Hermann, CEO, PatientTrak.

The partnership is a national initiative, with exclusive rights held by Points Group in the Northeast region of the U.S. The PatientTrak software can be purchased through PatientTrak or Points Group. In addition, Points Group provides enhanced services that are bundled with the software purchase.

About Points Group

With almost two decades of experience, Points Group has evolved from a management consulting group to a nationally recognized, award-winning full-range marketing agency with a specialty in healthcare. Combining strategic thinking with tactical execution, Points Group helps companies to grow, market and improve their services, operations and customer or patient experience.

About PatientTrak

PatientTrak, is the leading cloud-based patient satisfaction platform that includes Visit Flow, Online Reputation and Patient Engagement services used by healthcare organizations to reduce wait times, build their brand, and improve patient satisfaction.

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Why Patient Satisfaction Matters Beyond Quality of Care

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Patients choose where they go for care. The number one driver for patient satisfaction is perceived wait times measured against expectations. Facilities that do not provide visibility into their patient flow cannot manage or improve it. This results in lower physician and facility online reviews, lower reimbursement, weakening of the brand and decreased new patient acquisition.

Leading healthcare providers are taking patient satisfaction seriously as patient expectations are now changing. Facilities are streamlining the registration process, measuring patient wait times from door to discharge and proactively gaining insight into the patient experience post discharge.

Technologies like allow healthcare facilities to measure and manage wait times, streamline patient flow, improve staff efficiency and manage their online reputation.

Patients register through a kiosk upon arrival allowing wait times to be measured at each step of the process. Patient tracking boards display estimated wait times and let patients know where they are in line for care.

“Sometimes it isn’t the wait time that creates anxiety. It’s no knowing how long it will be or that someone else is getting in line in front of you”

Text messaging, staff-to-staff, staff-to-patient and staff-to-family, helps caregivers communicate with patients, lower anxiety, and increase patient satisfaction. Automated appointment reminders help patients keep their appointments and arrive on time. This further helps streamline the patient experience while increasing revenue for health care providers.

“Text messaging allows patients to go get a cup of coffee or run to the gift shop while waiting, decreasing anxiety and perceived wait times”

Automating post-discharge satisfaction surveys allow providers to understand the patient experience to improve the quality of care while boosting physician and facility online reviews.

PatientTrak’s cloud-based visibility solutions including Visit Flow, Online Reputation and Patient Engagement are used by healthcare organizations across the country to reduce wait times, build their brand, and improve patient satisfaction.

– Patient Flow, Tracking, Queuing and Reporting Solutions
– Online Reputation Management – Reviews, Surveys, Profile Listing, Web Optimization
– Patient Engagement, Acquisition & Marketing, Appointment Reminders

PatientTrak has been providing visibility solutions and online reputation management tools to facilities across the country for over 13 years.

To learn more visit or contact Bruce Webster at

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WebMD is Here!

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PatientTrak now supports WebMD for reviews and profile management. We recently completed a study of normal patient search patterns to determine the most highly ranked healthcare review sites.

One of main conclusions from the study is that WebMD has emerged as one of the most important sites in the online reputation market. In 66% of searches, WebMD appears in the top five results, and has prominence in overall Google first page real estate.

In response to this new information, we have added WebMD to our software platform at no additional cost to our customers.

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