Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.
-
Upload
marcus-perry -
Category
Documents
-
view
223 -
download
0
Transcript of Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.
![Page 1: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/1.jpg)
Your Online Reputation The Difference Between
Bankruptcy and Prosperity
Jeffrey Segal, MD, JD
![Page 2: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/2.jpg)
Disclosures
![Page 3: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/3.jpg)
We’ve Come a Long Way
“Hitler should have burned this doctor, then I wouldn’t have to deal with this scum doctor…..“
![Page 4: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/4.jpg)
Rating Sites: The Problems
• Anonymous posts:
![Page 5: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/5.jpg)
Rating Sites: The Problems
• Doctors can’t fully respond
![Page 6: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/6.jpg)
Rating Sites: The Problems
• Good Medicine is not always popular
![Page 7: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/7.jpg)
What Patients See
Positions # 1-7
![Page 8: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/8.jpg)
What Patients See
Positions # 1-3(only 3 returned)
![Page 9: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/9.jpg)
What Patients See
Positions # 1-7
![Page 10: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/10.jpg)
Online Reputation: Why Care?
1-star increase in Yelp rating = 9% increase in revenue
JAMAThe Journal of the American Medical Association
60%
Patients believe online reviews are
important
40%
Patients avoided seeing MD with
negative reviews
![Page 11: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/11.jpg)
Online Reputation: Why Care?
Study* of 600 surgeons…
Online reputation correlates
with QUALITYPts increasingly validate
Friends/Family and Referring Provider recommendations
* Segal J, et. al., Online Doctor Reviews: Do They Track A Proxy for Quality of Care – Surgeon Volume? J Med Internet Res 2012;14(2):e50 , doi:10.2196/jmir.2005
thenewnormal
![Page 12: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/12.jpg)
How Patients Look For and Find QUALITY
Category Keyword• Specialty + Location• “OB GYN Houston TX”
“Hybrid” Keyword• Company/Name + Location• “Susan Hardwick-Smith Houston TX ”
Branded Keyword• Name + Reviews• “Dr. Susan Hardwick-Smith Reviews”
APPOINTMENT
VIEW
CLICK
TYPE
Patients predominantly use this search method to find YOU
![Page 13: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/13.jpg)
Collecting & Posting Pts’ Feedback
Feedback to MDs & Staff
eMerit Point of Service
+ OTHERS
![Page 14: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/14.jpg)
Searching “OB GYN” + “Houston TX”
Where are pts clicking first?
![Page 15: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/15.jpg)
Dr. Susan Hardwick-Smith Reviews
![Page 16: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/16.jpg)
eMerit “Mapping” - Assessment of Online Presence
I
IIIII
IV
Center of Excellence
(-) C
onsiste
ncy
(+)
“Bankruptcy”
Quality of Interactions
Quanti
ty o
f R
evie
ws
ServiceRecovery
Invisible
mm/dd/yy
(-)
Tru
st
(+)
Adjusted Quantity: • Google Relevance, “Freshness”• Volume• Sentiment
What is the GOAL?
![Page 17: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/17.jpg)
Mapping: >1 Year later!
0% 20% 40% 60% 80% 100%
0%
25%
50%
75%
100%
Beard, Lisa Brigger, KristinHardwick-Smith, Susan Jurney, Sara FrancesKelly, Claire Mason, ShaunnaOhlemacher, Jessica
Quality of Interactions
eQ
: A
dj
Qty_x0
00
d_o
f R
evie
ws
17
0% 20% 40% 60% 80% 100%
0%
25%
50%
75%
100%
Center of Excellence
(-) Consis
tency
(+)
Bankruptcy
(-)
Tru
st
(+)
Service Recovery
Invisible
Now with over 2300 reviews the practice AND its doctors
Strong presence Google Page #1 No difference between “new” and “veteran” doctors.
Newest doctors have flown out of the starting gate.
![Page 18: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/18.jpg)
THE BENEFIT OF DEPUTIZING PTS TO POST REVIEWS
![Page 19: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/19.jpg)
Which Neurosurgeon do pts choose?
23 ReviewsStar Rating: 3.3/5
>300 ReviewsStar Rating: 4.9/5
BOTH are talented doctors!
![Page 20: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/20.jpg)
Same Practice & Specialty, Different Results!
23 ReviewsStar Rating: 3.3/5
>300 ReviewsStar Rating: 4.9/5
BOTH are talented doctors…
![Page 21: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/21.jpg)
How success is measured (ROI)
B’s surgery scheduleA’s surgery schedule
![Page 22: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/22.jpg)
Broadened Patient Catchment Area
The new normal, “Local2”
Dr. Stern:‑ Many found him online‑ Superior review
quantity/quality; trust‑ Low trust in other local
choices (limited reviews / poor reviews)
‑ Patients’ Results/Outcomes
![Page 23: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/23.jpg)
Google Suggest
![Page 24: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/24.jpg)
Google Suggest
![Page 25: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/25.jpg)
2015: Gvmt Mandated Healthcare Reviews• Coming to a hospital near you….• HCAHPS• Press Ganey
![Page 26: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/26.jpg)
2015: Gvmt Mandated Healthcare Reviews
Bardach’s study:
Conclusion: “Rater experiences for Yelp and HCAHPS may be similar, and that consumers posting ratings on Yelp may observe aspects of care related to important patient outcomes.”
* Bardach, N, Asteria-Penaloza R, Boscardin W, et al. Relationship between commercial website ratings and traditional hospital performance measures in the USA. BMJ Qual Saf. 2013; 22:194-202.
![Page 27: Your Online Reputation The Difference Between Bankruptcy and Prosperity Jeffrey Segal, MD, JD.](https://reader033.fdocuments.net/reader033/viewer/2022051417/5697bfc21a28abf838ca4ec4/html5/thumbnails/27.jpg)
All You Need to Know
‑ Monitor what you patients are saying
‑ Don’t sweat an occasional negative
‑ Encourage your patients to tell the world