Online Reputation Management – Responding Effectively To Negative Reviews

The Journal of General Internal Medicine study found that patients perceive reviews on Yelp or Health grades as more credible than those posted on a provider website. For example, visit Yelp, Health grades or any of the social media sites and within seconds and you can read various opinions of your business. Hopefully, many of them are positive, but what do you do when the negative reviews are posted? Believe it or not, when handled properly, online reviews can support and enhance the effectiveness of your social media strategy and improve your business processes by bridging the gap between what our customers think is important and what are business thinks our customers want.

Why You Should Attend:

Effectively managing your social media pages is a part of doing business. Unresolved negative responses can impact your business model. Whereas, positive responses can enhance your business profile and can be used by patients as they shop for a new place to trust and build a new healthcare experience. Number of patients using online provider review websites is increasing with each passing day. According to a study in the Journal of General Internal Medicine, in 2015, nearly one- third of patients were leaving online provider review comments, up from the quarter of patients in 2012. A separate survey from Software Advice in 2016 found that 59 percent of patients look at these reviews at least sometimes. Seventy-seven percent of patients use these reviews prior to making a treatment decision.

Key Points:

– Social media
– Negative online reviews
– Reporting of HIPAA violation
– Privacy
– Safeguarding
– Monitoring
– Training

Areas Covered in the Session :

This webinar will review 7-steps to use social media reviews to enhance your social media marketing efforts, and ultimately make a positive impact on your business model:

  1. Don’t take it personally
  2. Always respond in a timely manner
  3. Don’t make excuses for a poor experience
  4. Make changes in your social media settings
  5. Working out their concerns privately
  6. Thanking customers for sharing their experience
  7. Sharing these reviews with your staff to positively impact their customer experience
Who Should Attend:

  • Physicians
  • Medical Practice Employees
  • Hospital Staff
  • Compliance Officers
  • Managers
  • Supervisors
  • Medical Societies
  • Healthcare Training Organizations


Pamela Joslin

Pam Joslin, MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/M, has more than 20 years of medical practice management, billing, and coding, reimbursement, compliance, and auditing experience.

She is an engaging presenter via webinar, classroom, and conference on various topics that may impact each step in the life of the revenue cycle of every practice.

She has managed in medical practices ranging from single to multi-specialty groups, including ASC. She is an advocate of process improvement and maximizing and empowering employees to bring about the “best practice” results for your organization.

She received her Masters in Management from the University of Phoenix. Pam maintains memberships in professional organizations to support her continuing cycle of learning in the ever-changing healthcare industry.

Pam is Owner and Operator of her own consulting business, Innovative Healthcare Consulting.

  Go PRIME   🛈 $ 240 SELECT
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  • Login Information with Password to join the session, 24 hours prior to the webinar
  • Presentation Handout in .pdf format
  • Presentation from the Speaker
  • Feedback form
  • Certificate of Attendance
  • Recording access Information with Password to view the webinar, will be sent 24 hours after the completion of the Live webinar.
  • Presentation Handout in .pdf format
  • Certificate of Attendance