Title: How to Handle Negative Patient Reviews and Unlock Adding 5 Star Reviews

Presenter: Gavin Baker, President and Founder of Baker Marketing Laboratory, an award–winning digital marketing agency in Knoxville, TN

Time: 1.01 hours

Description: Nearly three-quarters of internet users say they search online for health-related information or for a doctor or health professional near them who could best treat their symptoms. This presentation covers the importance of online reviews to today’s patients and doctors, including how to handle negative reviews and propel your practice forward.

Objectives:

• Understand why reviews matter.
• Recognize the best review sites your practice should be on.
• Be aware of what information you should post on review sites.
• Know how to respond to reviews (and how not to respond).
• Be prepared for the next steps and how to maintain compliance.

Key Topics:

• Why Patient Feedback?
• Pros and Cons
• How to Get 5 Star Reviews
• How to Get Reviews From Your Patients
• 3 Pro Tips
• Automate the Asking
• Review Sites You Should Be On
• Don’t Forget Your Website
• Best Practices for Review Sites
• 30 Second Easy Reputation Analysis
• How to Handle Negative Reviews
• What to Know About Reviews
• Response Challenges
• Negative Review
• Negative Review - Take It Offline
• Fake Negative Review - Take It Offline
• Mistake Review - Wrong Practice
• What to Avoid in Responses
• 3 Next Steps With Reviews
• Showcase Testimonials on the Provider Page
• Final Steps
  

Speaker: Gavin Baker, President and Founder of Baker Marketing Laboratory

Baker Marketing Laboratory, an award–winning digital marketing agency in Knoxville, TN, that helps clients in the healthcare industry better serve their patients and customers. Baker Marketing has been serving healthcare practices and growing health-related businesses across the U.S. and internationally for over a decade, which speaks to the growth and success that Gavin has fostered.

In addition to his leadership at Baker Marketing, Gavin teaches as an adjunct professor in the Haslam College of Business at the University of Tennessee, where he leads a senior level Brand Management course to marketing students. He also teaches courses for professional development on topics such as website design and development, search engine optimization, and social media marketing through the UT Center for Professional Education & Lifelong Learning.

As a respected individual in the healthcare marketing sphere, Gavin has been featured as a guest on various podcasts and radio shows, including HealthcareNOW (Nationally Syndicated Radio), Medical Practice Trends, Doctors Unbound, Made Right Here, and We Built This Brand. He has presented at national healthcare marketing conferences including the 2023 Healthcare and IT Marketing Conference (HITMC) and the Healthcare Internet Conference (HCIC). He also sits on the Forbes Agency Council, an invitation-only organization, where his marketing advice has been featured in several published articles.

Outside of work, Gavin prioritizes spending time with his family and giving back to the community. He currently serves on the board of directors for a local nonprofit organization, Keep Knoxville Beautiful, and is an active member of the C12 Executive Group and the Knoxville Entrepreneur Center cohort. Gavin has also been a part of organizations and in leadership positions at Shangri-La Therapeutic Academy of Riding (STAR), Cornerstone Church of Knoxville, Young Professionals of Knoxville, United Way, Social Media Club, Friends of Literacy and Nucleus Knoxville, and he was a member of Introduction Knoxville Class of 2009.

www.bakerlabs.co

Partner: First Healthcare Compliance

Our Mission
To help healthcare providers and their staff maintain focus on patient care by providing them a comprehensive healthcare compliance solution with the compliance resources and tools to efficiently implement an effective healthcare compliance program, all in one place. Working towards this mission, we hold ourselves to core values that reflect what is most important to us. They are, in essence, our code of conduct, our character as a company and what sets First Healthcare Compliance apart. http://www.1sthcc.com