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10 Ways to Manage your Reputation

Patient Experience Management

 

Make it a habit to listen to patients

Maintaining a focus on listening to patients and incorporating patient input into all you do may have a significant beneficial influence on your staff, patients, and organization.

‍‍Approach

Adopt a feedback-friendly attitude; everyone in your company has a role to play in managing your reputation. Ensure that feedback forms are easily accessible and widely publicized. Make use of both paper and online forms.

‍‍Attention

Pay attention to what others have to say about your company — your patients, their family, your employees, and your stakeholders. It may be difficult to hear others’ critiques, but always approach such remarks with the idea that they may help you improve your product.

‍‍Communicate

Feedback should be shared openly on social media, on bulletin boards, and on posters. People who complain would appreciate it if you are apparent in how you communicate because you are perceived to be taking positive efforts.

‍‍Act On

Act on and respond to what others say and engage in a conversation. Make it very apparent that you accept comments and that you respond to both good and negative feedback.

Transparency

Be upfront and transparent. It never pays to hide anything, no matter what the situation is. Encourage individuals to keep track of any encounters they have and to stay unbiased.

‍‍Examine

Examine areas of concern completely and objectively, maintaining a journal of all activities done so that if anything escalates, you can point to a paper trail of good efforts made.

‍‍Learn

Make errors, but learn from them. Examine previous errors and make sure everyone is aware of them, how you handled them, and what happened as a result, so they don’t happen again. This also helps others in understanding a situation, and they know how to deal with them properly.

‍‍Feedback & Recognition

Provide feedbacks and appreciation to employees and coworkers, as well as any external parties (such as the individual who complained) to bring the situation to a close.

‍‍Real-time Actions

Take immediate, real-time action to solve issues as they emerge, provide praise as it is received, and guarantee that action is promoted and learned from.

Culture

People are afraid of the consequences and will go to tremendous lengths to keep things concealed for fear of what could happen to them. Integrate reputation management into your company’s culture, and give your employees positive acknowledgement and feedback on a regular basis.

 

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