Sunday, December 17, 2017

OCMA Blog

How Should You Deal With Negative Online Reviews?

"Had to wait 1 1/2 hours."
"The staff was horrible, rude and unprofessional."
'The doctor misdiagnosed my problem."

In the past, a physician's reputation and practice were built by word of mouth. Today, word of mouth is no longer limited to people talking face-to-face. Websites, such as Yelp.com, AngiesList.com, HealthGrades.com, RateMDs.com and Vitals.com, allow anyone with access to a computer to share his or her opinion about a physician with the public at large.

Physicians tend to focus on the negative comments, but not all comments are negative. A recently published study in the Journal of Internal Medicine found that an overwhelming number (88 percent) of online reviews for physicians were positive. The following is an excerpt of the study:

We identified 33 physician-rating websites, which contained 190 reviews for 81 physicians. Most reviews were positive (88%). Six percent were negative, and six percent were neutral. Generalists and subspecialists did not significantly differ in number or nature of reviews. We identified several narrative reviews that appeared to be written by the physicians themselves.

The CAP Hotline has received an increasing number of calls from physicians asking how to respond to negative comments. So what can a physician do in response to a negative online opinion? Some physicians fear that negative comments may harm their reputation and want to seek legal remedies to battle unsubstantiated online libel and defamation. This may not always be the best solution to the problem. Lawsuits are time consuming, expensive, and may not produce the outcome desired by the physician. Courts may view negative statements made online at review websites as opinion, not fact.

Physicians should accept that rating websites are here to stay, at least for the foreseeable future. An occasional unfavorable review must be seen as a cost of doing business in the age of social media. If a physician desires to respond to a negative comment, much caution and thought should be put into the method and type of response. Some websites, like Yelp.com, have sections in its "Support Center" for business owners which discuss how to respond to comments.

Whether to respond is a personal choice and should be given careful consideration. A response may be made publicly or in private to the individual. All responses should be kept simple, polite, honest, professional, and compassionate. If the criticism is true, it should also describe what changes are being made to prevent this from occurring in the future. You may end your reply by showing that you care by stating: "Thank you. We appreciate all feedback."

What other steps can be taken to address patient opinions?

  • Go online and see what is being said about your practice.
  • Assign a staff member to regularly monitor these sites.
  • Update incorrect demographic information.
  • Personalize your comments with a clear professional photo.
If a comment is not appropriate, consider taking another approach. CAP provides free Patient Satisfaction Surveys to its members. In today's environment, a satisfied patient is an important part of a successful practice and it is better for the feedback to come directly to you and not to the Internet.

If you are a CAP member, we encourage you to take advantage of this free opportunity, by calling 800-252-7706 to request a packet of 100 surveys.

If you are not yet a member of CAP but are interested in learning more about the myriad benefits of membership, including superior medical professional liability coverage, contact Membership Development at 800-356-5672 or request an online quote at www.CAPphysicians.com/join.

Ann Whitehead is a Senior Risk Management & Patient Safety Specialist for the Cooperative of American Physicians, Inc.

CALL TO ACTION: CONTACT CONGRESS AND URGE THEM TO PROTECT HEALTH CARE TODAY!

Congress has three weeks left to stop the 26.5 percent Medicare sustainable growth rate (SGR) physician payment cuts (to take effect on January 1, 2013) before they adjourn for the holidays. The Orange County Medical Association urges physicians to keep the pressure on Congress to stop these cuts.

Call AMA's Grassroots Hotline, (888) 434-6200, to be connected with your members of Congress.

Description

Members of Congress have returned to Washington, D.C. for a Lame Duck Session to address the so-called "fiscal cliff" issues affecting the future of medicine and our country. These issues must be addressed before January 1, 2013 or the following occurs:

  •  26.5 percent Medicare physician fee-for-service rate cut because of the SGR formula;
  • Across-the-board spending cuts known as "sequestration" - $109 billion/year. While Medicaid is exempt from the sequestration cuts, the Medicare program faces 2 percent cuts; Defense takes $500 million in cuts and the rest comes from domestic programs.
  • Expiration of the Bush 2001 and 2003 tax cuts (including individual rates, capital gains, dividends, child tax credit, marriage penalty reduction, and the estate tax).
  • The Alternative Minimum Tax patch expires.
  • The Social Security Payroll tax cut expires.
  • Unemployment benefits extension expires.

It is important that members of Congress work together in a bipartisan way to resolve these vital issues and avoid going over the "fiscal cliff." Most economists speculate that if Congress fails to act, economic growth will drop significantly, unemployment will rise, and the country will slip back into a deep recession. 

CALL your members of Congress and urge them to work together to stop the Medicare SGR physician payment cut of 26.5 percent and the Medicare sequestration cut of 2 percent before they take effect on January 1, 2013.


How to contact members of Congress:

Phone:  Call AMA's Grassroots Hotline, (888) 434-6200, to be connected with your members of Congress. You will be asked to enter your zip code and select your Representative.

Email: Federal legislators must be contacted via the email forms on their websites: www.writerep.house.govwww.boxer.senate.gov and www.feinstein.senate.gov.


Talking Points

Urge California Senators and your member of Congress to:

  • Repeal the Medicare SGR and stop the 26.5% physician payment cut.
  • Stop the Medicare 2% Sequestration Cut.    
  • Adopt long-term Medicare Payment Reform.
  • Update the California Medicare Geographic Payment Localities.
  • Stop Medicaid and Other Health Care Cuts  


Background

Tough decisions will have to be made in the coming weeks but Congress must make Medicare funding a top priority. We can't allow Congress to ignore the nearly 30 percent Medicare cuts facing physicians and patients in California. Such cuts will certainly harm access to doctors for seniors, military families and potentially all California patients because private insurers follow Medicare. 

 

Moreover, comprehensive reform of the Medicare physician payment system is long overdue. Working together, CMA, AMA, the national specialty societies and state medical associations are currently developing an alternative Medicare payment system that will stabilize the Medicare program and promote high quality, high value care. Physicians are leading the way. But first, Congress must act responsibly and stop the scheduled Medicare SGR payment cut of 26.5 percent. Such cuts seriously threaten the viability of California physician practices and your ability to care for patients. Physicians are also important employers crucial to the California economy.

 

In recent days, Senate and House Republicans have forwarded a proposal to cut the Affordable Care Act (ACA) Medicaid (Medi-Cal) physician payment increase as a way to fund the fiscal cliff issues. CMA is opposed to such cuts. California Medi-Cal rates are already some of the lowest in the nation - 50 percent below Medicare. Because of these low rates, 75 percent of physicians cannot afford to participate in Medi-Cal and thus, 50 percent of Medi-Cal patients can't find a physician. Regardless of the ACA, California needs the Medi-Cal rate increase to protect access to care. 

 

CMA will also be working to stop sequestration budget cuts to other vital health care programs, such as public health and graduate medical education (GME).

 

Finally, CMA is pursuing an update to the Medicare physician payment localities in the Medicare/Budget Sequestration legislative package. California's localities have not been updated and thus, 14 urban counties are still designated as rural and physicians in these counties are paid up to 14 percent less than their urban counterparts.  


OCMA Selects Citizens Business Bank as Preferred Business Partner

Irvine, Calif., Nov. 13, 2012 – The Orange County Medical Association is pleased to announce another benefit of membership.  The OCMA has designated Citizens Business Bank as a Preferred Business Partner for physicians seeking deposit and lending services for their professional or personal needs. 

Citizens Business Bank offers a comprehensive array of credit products and services designed to meet the specific needs of OCMA members, including: working capital loans, equipment loans and leases, real estate loans and SBA loans.  Citizens Business Bank also offers accurate and reliable depository accommodations that provide convenience and flexibility for busy professionals, so that they can spend less time banking and more time focusing on their patients.

Citizens Business Bank has a reputation as one of the safest, strongest and best managed business banks in the United States.  Their specialists are ready to help support OCMA members with the personal attention and customized solutions needed for their practices to grow. 

Citizens Business Bank provides banking services throughout Orange County at its seven Business Financial Centers located in Brea, Fullerton, Orange, Santa Ana, Irvine Spectrum and Laguna Beach.  Founded in 1974, the bank is the largest financial institution headquartered in the Inland Empire with assets of $6.3 billion and 41 business financial centers statewide.    

The strategic business partnership with Citizens Business Bank reinforces OCMA’s commitment to bring added value to its members by aligning with companies who offer business practice expertise, allowing physicians to focus their attention on patient care.

About CVB Financial Corp.

CVB Financial Corp. is the holding company for Citizens Business Bank.

Shares of CVB Financial Corp. common stock are listed on the NASDAQ under the ticker symbol of CVBF.  For investor information on CVB Financial Corp., visit the Citizens Business Bank website at www.cbbank.com and click on the Our Investors tab.

For more information contact Arthur Bergmann, Vice President & Manager -- asbergmann@cbbank.com -- work: (949) 581-4444 cell: (714) 864-0378


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