- Posted Monday September 21, 2020
It won’t be wrong to say that the reputation of a business is very important. According to a survey by Corporate Responsibility Magazine, 76% of people are unlikely to accept a job offer from a company with a bad reputation — even if they are unemployed.
Why reputation matters?
As in every business, the reputation of your practice is an essential criterion when customers choose whether or not to use a service provider.
As we live in an age of constant public conversation and intense social media presence, practices can be easily criticized by the patients and the public in general.
This means every manager should keep in mind that the behavior of what people are saying or writing about the practice, such as news articles, word-of-mouth, social posts, and reviews – all of these can have an impact on the practice’s reputation.
Reputation in business terms involves three things:
- How others see the practice
- Who the practice is
- What the practice communicates about itself
But how can you make sure that as a manager you can keep track of everything?
How can your practice maintain a positive reputation?
- Behavior of Staff: Your employees act as the practice’s advocates, therefore recruiting and retaining the best people is important. Poorly behaved employees, unprofessional behavior and associated poor service levels can have a negative impact on your practice’s image.
- Be Active on Social Media: Social media pages and profiles are an extension of your business and for that reason its important to stay active on them by engaging in conversations, responding to patients requests and posting relevant and useful content.
Don’t forget that communicating with your patients through social media can increase your patient loyalty. A prompt response to a quick query can help to establish patient trust.
- Patients’ Reviews: Customer reviews and ratings are among the most obvious signs of a positive or negative business reputation. Keep in mind that some reviews of your practice on pages like NHS.uk can be fake or malicious, so it’s essential to learn how to handle them and how to respond to negative feedback.
- Issues Management / Crisis Communication: Employee communication is vital when it comes to business and it must be consistent and frequent. It not only has a positive impact on the business’ reputation but is also key for team building and employee engagement.
Good communication within the practice is very important as it allows employees to be productive and maintain strong working relationships. Practice members need to be prepared for crisis scenarios as they’re dealing with patients daily and must be quick for a real-time development issue.
Are you interested in learning more about boosting your practice’s reputation? Award-winning primary care training providers Thornfields offers a range of customer-focused service and communication skills workshops, including Improving the Patient Experience.