Nowadays, consumers are researching companies and products before they do any business with them. They search for information about their product, services, pricing and especially reviews.
A survey by BrightLocal found that 80 percent of consumers trust online reviews as much as a friend. Reviews and testimonials play a critical role in a patient’s decision to choose a physician or medical practice. Not only are consumers looking for reviews, but they are also looking to share or spare others from their experience.
According to the Hardware Business Review, positive reviews can boost a practice’s revenue anywhere from 32 percent to 52 percent.
It is important to cultivate and maintain a healthy reputation in order to increase revenue and patient retention rate. Here are six reputation management strategies for your practice that will set you up for success:
1. Respond promptly to reviews
Acknowledging your customer’s review as soon as you can it is crucial for your business. According to a ReviewTrackers survey, 53 percent of customer expect businesses to reply their reviews within seven days. And not replying to reviews risks increasing customer agitation by up to 15 percent, according to Chatmeter.
Ideally, you want to reply to respond to your patients within 1-3 hours, especially those who leave negative feedback. About 70 percent of those who leave negative feedback feel better if their comments are addressed.
2. Promote positive reviews
Did you know that consumers with negative experiences are more likely to write a review than those who had a positive experience? This is why it is crucial to ask your patients to share their positive experiences online instead of waiting for them to come in. According to BrightLocal, 68 percent of consumers have left a review for a local business after being asked.
3. Maintain a strong online media presence
It is crucial to keep a strong and healthy online presence. According to Software advice, 82 percent of patients use online reviews to evaluate physicians. Seventy-seven percent of patients use online reviews as their first step for finding a Doctor according to Software Advice. Websites such as HealthGrades, RateMDs and Yelp or CitySearch are some of the first sites that patients go to when researching for doctors, so make sure you leverage positive reviews across multiple rating sites.
4. Watch negative reviews closely
Surprisingly consumers get suspicious of fake reviews if there are no bad scores, and the truth is there are negative comments are inevitable so you have to keep a close eye on them. A survey by the Journal of the American Medical Association found that of consumers who checked online reviews, 35 percent of respondents would select a physician based on positive reviews, while 37 percent avoided doctors with negative reviews.
5. Monitor what patients are saying on social media
Just because they are leaving neither a good or bad review doesn’t mean they are not talking about you. Enlist social media monitoring tools to hunt for mentions of your practice and discover public online content (Anything from blog posts and tweets, to online reviews and facebook updates) and address comments before it’s too late. It is important to find out what your patients are saying on social media so you have a clear idea of what problems need to be fixed on your practice.
Telehealth policy made some significant changes in 2018, and many federal and state policies passed in 2018 took effect on January 1, 2019.
We have gathered all Medicare and State policies to be aware of this new year.
MEDICARE
● Virtual check-ins, remote pre-recorded information, and inter-professional internet consultations will be now reimbursed by Medicare. Keep in mind that these services are not classified as “telehealth” and they are not subject to telehealth restriction that usually applies in Medicare such as limitations on originating sites.
● Medicare will also reimburse Rural Health Clinic (RHCs) and Federally Qualified Health Center (FQHCs) for communication-based technology and remote evaluation services that have not been captured in the RHC AIR or FQHC PPS payment, and waiving the face-to-face requirement.
● The originating site geographic requirement will no longer apply for end-stage renal disease (ESRD) services in hospital-based or Critical Access Hospital (CAH) based renal dialysis centers. And renal dialysis facilities and the patient’s home are now eligible for reimbursement for ESRD services.
● The originating geographic requirement will also not apply for diagnosis, , and treatment for acute stroke via telehealth and can take place at any eligible originating site or mobile stroke unit.
● Codes GG0513 and G0514 related to prolonged preventive services are now reimbursable by the Centers For Medicare and Medicaid Services (CMS).
● New remote physiologic monitoring codes (99453, 99454, and 99457) are now reimbursable, including new code (99491) for chronic care management.
Learn more about these new codes and requirements by referencing the Center For Connected Health Policy (CCHP) factsheet regarding the changes.
STATE POLICIES
States have also made telehealth policy changes. Check the following changes in policy at these states:
● ARIZONA: The private payer law now applies to the specialties of urology, pain medicine and substance abuse.
● ILLINOIS: Reimbursing will begin for certain mental health professionals and clinicians to provide behavioral health services via telehealth. Insurers will also be required to provide coverage for telehealth services by licensed dietitian nutritionists and certified diabetes educators who counsel senior diabetes patients in the home.
● KANSAS: Law now prohibits private payers from excluding coverage solely because a service is provided through telemedicine.
● TENNESSEE: Officially joined the Interstate Medical Licensure Compact as a new member state.
● UTAH: Law requires health benefit plans that offer coverage for mental health services to provide coverage for telepsychiatric consultations under certain conditions.