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Monday, 12 October, 2009

5 ways to deal with online MD ratings

What’s your recourse when web reviews get ugly?

Much the same way you can review books or rate your kitchen appliances, Canadian patients are busy kibitzing about their doctors online. Although some doctors welcome the feedback, plenty of others can’t stomach the idea of anonymous, unproven accusations made public. What are your options to deal with online reviews?

Click here to read the five ways doctors can handle negative ratings, from Parkhurst Exchange magazine's current issue.

Image: RateMDs.com

Posted by David Elkins and others at 12:00 AM

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4 comments:

  1. Purley Quirt (aka Sharon)Oct 12, 2009 08:53 AM
    This is a very thought-provoking article.

    It brings up the issue of "branding" and how to: properly interprete the word itself; it's impact on your profession ; your personal medical practice; and your human rights.

    It used to be the "mission statement" was paramount in business.
    For physicians that was embodied in the "Hippocratic Oath" which has been molested into oblivion.

    To understand how "branding" affects your persona, profession, and business, you should acquaint yourself on where you "fit" before you decide what to do about it:

    A. Investigate the activity

    Where you "fit" in another "branding" discipline (commentshare)is profiled also in this article..on a "branded" site:

    http://www.canada.com/saskatoonstarphoenix/news/third_page/story.html?id=e4dfaeac-91aa-4158-8bdc-a9e6094f2b51

    B. Discover your "brand" position

    Look under 'Attitude branding and Iconic brands'
    in the following article

    http://en.wikipedia.org/wiki/Brand#Attitude_branding_and_Iconic_brands

    This is where you fit.

    Ask yourself what are the answers to the challenges outlined for you...

    paste
    There are four key elements to creating iconic brands (Holt 2004):
    1. "Necessary conditions" - The performance of the product must at least be ok preferably with a reputation of having good quality.
    2. "Myth-making" - A meaningful story-telling fabricated by cultural "insiders". These must be seen as legitimate and respected by consumers for stories to be accepted.
    3. "Cultural contradictions" - Some kind of mismatch between prevailing ideology and emergent undercurrents in society. In other words a difference with the way consumers are and how they some times wish they were.
    4. "The cultural brand management process" - Actively engaging in the myth-making process making sure the brand maintains its position as an icon.

    end of paste

    C. Manage your Brand position

    Some suggestions in areas 1-4( see next post)
    ReplyDelete
  2. Purley Quirt (aka Sharon)Oct 12, 2009 08:55 AM
    (continued)

    C. Manage your Brand position

    Some suggestions in areas 1-4

    Re: 1.

    These " ratings" sites are managing/distributing a body of information that is "subjective". Following data-collection in decision-making steps for medical professionals the natural next step is to "provide "objective" information .....before "assessment" is made.
    In the past you have relied on the "unrevoked" evidence sources: diploma on the wall; charitable donations; licensing ; memberships; permissions ( e.g. hospital use) to validate you.
    In the present those "necessary conditions" are not only to validate your professional credentials...but also...how "you" practice /perform within them.

    Suggestion:
    Give your patient roster an interactive connection to you that permits you to respond to...not just receive advice from them.

    e.g. Allow "pre-posting" of issues, investigate and come into the situation at the point of "responding"...not at the point of allegation.
    Make the process public within your own practice.
    this will help greatly if your next challenge is accreditation under some "not-as-yet" attempt to "brand" your practice ( not just you).

    RE: 2.

    I know a veterinarian who did this through making house calls for domestic pets..... and being a genuinely "nice guy". Maybe it is time to have a "house doc" who operates independently and has "prvileges" within your practice and access to serving your patients ( this addition creates revenue from capital assets).
    Time for you to read "Firing on all Cylinders' by Jim Clemmer and understand that the product development category he describes as " things that astound and delight"...can be structured like corpuscles floating freely in a medium that circulates to the whole body.

    RE:3.

    [I think this translates to you " a difference in what is expected from your treatment OF them...not just FOR them.... and what is delivered". ]
    Why stimulate Projection unnecessarily?

    Understand the culture of your demographic. Age related issues can determine whether patients are looking for Marcus Welby, or Dr. House.
    Find out which one you are and tailor your practice to fit you...it is "your" practice...then be clear about it in the "doctor selection" process

    RE: 4.

    A bad mistake has already been made in this area with physicians methods to try to shed their " elitist" image within the sphere of healthcare professionals ...
    ( this elitism began in the days when all were required to "stand" when the physician entered the room ... ).
    They chose to identify with the " methods" used within the ?lower ranks to depend on unionized thinking and methods.

    Bad move.

    A reformed " elitist" does not "pull rank"by dominating the "bottom-up" approach. This is an insult and creates imbalance within the ranks.

    A reformed elitist "creates rank" by redefining the " top-down" approach through leadership and innovation.
    This is the one time McLuhans Tetrad should aim at "re-awakening" an old practice...as opposed to avoiding it.
    The tech revolution has enabled you to easily let your patients complain/advise/instruct you directly. Just give them access and supervise it's management.
    Remember patients "are" your product. Refine how the product develops under your ministrations.
    ReplyDelete
  4. There is one doctor rating website that empowers the doctor, www.healthcarereviews.com .Doctors can set up free accounts and edit or reply to anonymous patient ratings, which protects your online reputation and discourages abusive negative comments.
    ReplyDelete

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