FAQ - Doctor Reputation Management

Why should I care about what people write about me on the Internet?

Studies show that 61% of patients perform web searches for health information*. That number grows each year. For many types of procedures, chances are a prospective patient’s first move will be to seek information about you online before they consider a consultation. Based on our data of over 50,000 reviews, 25% of patients say they found their doctor on the Internet. That number is also growing each year. For others who find their doctor the traditional way, through friends / family or a referring doctor, patients are still looking you up online to validate that decision.

Next, online reviews track more than just a patient’s subjective impressions about their experience – for example, did the doctor communicate well, was his bedside manner adequate, how long did the patient have to wait for an appointment, etc… Our group was the first to survey and connect online reputation with patient safety and quality of care. Segal J, Sacopulos M, Sheets V, Thurston I, Brooks K, Puccia R Online Doctor Reviews: Do They Track Surgeon Volume, a Proxy for Quality of Care? J Med Internet Res 2012;14(2):e50. So, now there is empiric data suggesting online reputation is helpful in guiding patients on metrics that mattered the most.

If you are the only provider for a 100 mile radius, you can probably ignore online reviews. For everyone else, your livelihood will increasingly depend on it.

*Pew Research Center, Pew Internet & American Life Project

What does eMerit do?

There are three main pillars to the program. First, we Monitor what is being written about you online. We watch the major doctor rating sites and review organic searches for you and your practice. Second, we help you Respond to posts and feedback, if appropriate, in a timely and HIPAA compliant way. If anything comes up, your Medical Identity Manager will assist you with suggestions and solutions. We built the program from the ground up with HIPAA in mind – and we sign HIPAA Business Associate Agreements with our clients. Third, we assist in Promoting your practice – helping you maximize patient satisfaction and support. eMerit will build a more complete professional picture of your online presence through a significant quantity of diverse, verified reviews. eMerit is not only a reputation management program but also a marketing and a risk-mitigation service.

How do patients share their feedback?

We supply you with an iPad, pre-loaded with all the tools you need. Patients access a feedback survey on the iPad via the Web; typically at the point-of-service. This program allows them to provide real time feedback. It also notifies you if a patient wants to discuss their situation; shortening the time needed to resolve potential problems, improving communication and strengthening the patient-doctor relationship.

What else do you do to promote my online presence?

Your eMerit team will also create a personalized profile program for you. This information is used to build and support what people see when someone searches your name or your practice name.

What if I have an issue not directly related to an online posting?

As an eMerit Member, you have access to Medical Justice’s extensive experience with addressing general medico-legal issues.

If a patient reviews me, will I have the opportunity to control what is posted online?

No. Content is reviewed by a third party only to ensure it complies with rating sites Terms of Use. Studies show that the vast majority of patients really like their doctors. Enabling those patients to share their experience is the best way to promote a positive online presence.

Also, the public understands you cannot make 100% of patients happy 100% of the time. Even the highest performing practices receive inevitable negative reviews. The public also believes that an occasional negative review in sea of mostly positive reviews appears more authentic and credible than 100% positive reviews. While a negative review can be dispiriting, how you handle such feedback says infinitely more about your practice than the fact that a patient perceives you dropped the ball.