How Does Your Staff Impact Your Reputation?

We have spent the last few weeks sharing the importance of compassion in preventing burnout and the role a staff plays in preventing burnout. This week we’ll look at another significant role your staff plays in your practice and, that is your reputation.

A Podium survey notes that 85% of consumers are likely to write a one-star review based on a staff’s attitude so the direct connection between your online reputation and the interactions of your staff is unmistakable.

You may be a highly regarded physician in your field but if your staff is not regarded well, you will have fewer opportunities to help more patients. A BrightLocal survey indicates the following:

• More than 77% of patients use online reviews as their first step in finding a new doctor.

• 47% of patients will go out-of-network for a doctor who has similar qualifications to an in-network doctor but has more favorable reviews.

To determine the strength of your staff, consider the last time a patient complimented a member of your staff. If your staff is professional and compassionate, your patients will recognize this and may share it directly with you and will often share with their friends and colleagues creating an on-going referral of new patients.

If you aren’t hearing any feedback or only negative feedback about your staff, immediate action is required. Clarifying your expectations and asking your staff how you can support their efforts to improve patient interactions is key to enhancing your reputation and growing your practice.

Whether you realize it or not, your staff is following your example. Demonstrating compassion and professionalism with your staff will ensure that they know what right looks like. In addition to modeling the behaviors you expect, you may utilize practice values, staff recognition, and reputation management to reward and reinforce expectations.

All interactions have a ripple effect so providing your staff with the same compassion you expect them to provide to your patients will build a foundation to ensure your online reputation and medical skills are aligned.

If you would like to help more patients and are committed to change, we can help you. Contact me at smays@impactpracticeconsultants.com.