How It Works2018-09-15T23:15:46+00:00

Send us your patient contact data . . .
We’ll do everything else!

Your practice now has a team of experts using a robust platform to gather patient feedback, measure your Net Promoter Score, encourage online reviews, display testimonials on your website and help you interpret & navigate the positive and sometimes even the not so happy patient feedback.

Be Found Everywhere

The consistency of your medical practice Name, Address, Phone and Website (NAP+W) helps patients and search engines find you online.

Data Consistency and Optimization
We submit your business data to the major aggregators, top directories and review websites.

• Correct errors
• Optimize profiles with photos, insurance providers, education, specialties, etc.
• Create profiles that don’t exist
• Remove duplicates

Get More Patients from Google
Don’t let bad data hurt your local online visibility. Data consistency is a top local search engine ranking factor. Google trusts businesses with consistent NAP+W data… resulting in a better opportunity for patients to find you.

It Starts with an Email

Using our spreadsheet template, the healthcare professional (HCP) or a member of their staff sends us basic contact information for patients they
would like to get feedback from –
first name, last name and email address.

The Customer Flux team and Platform do the rest!

Patients Give Feedback

The patient is asked via email or text how likely they are to recommend the practice to a friend or colleague? This rating process helps form your Net Promoter Score (NPS) – a key indicator of the level of satisfaction your patients have with your practice.

More Reviews
Studies show there is a direct correlation between the number of online reviews and the NPS rating. The higher the rating… the more reviews your patients will create when asked.

Promote Positive Feedback
Patients will submit powerful testimonials directly to you through the Customer Flux platform. With our review widget, you will be able to show these on your website and get star ratings from Google.

Patient Funnel
We encourage your happy patients to submit an online review. Unhappy patients are placed in a different funnel that attempts to learn more about their dissatisfaction while sending an alert to the HCP.*

*We follow Google’s TOS on reviews and unhappy patients are presented with the opportunity to create a review with our platform.

Patients Give Feedback

The patient is asked via email or text how likely they are to recommend the practice to a friend or colleague? This rating process helps form your Net Promoter Score (NPS) – a key indicator of the level of satisfaction your patients have with your practice.

More Reviews
Studies show there is a direct correlation between the number of online reviews and the NPS rating. The higher the rating… the more reviews your patients will create when asked.

Promote Positive Feedback
Patients will submit powerful testimonials directly to you through the Customer Flux platform. With our review widget, you will be able to show these on your website and get star ratings from Google.

Patient Funnel
We encourage your happy patients to submit an online review. Unhappy patients are placed in a different funnel that attempts to learn more about their dissatisfaction while sending an alert to the HCP.*

*We follow Google’s TOS on reviews and unhappy patients are presented with the opportunity to create a review with our platform.

Encourage Online Reviews

Patients are asked to submit an online review after giving the practice a positive NPS rating or directly if NPS is not used.

Top Review Websites
Our team will ensure that the review requests sent to your patients are spread across the top review websites for your medical specialty in the city the practice is located in.

Having more reviews on the top websites helps to distinguish the HCP from competitors and limits exposure should a negative comment occur.

Reviews Improve your Visibility
Using a consistent long-term process to solicit patient feedback will generate testimonials, online reviews and improve the SEO visibility for the HCP.

Recency Matters
In a 2017 study**, 77% of consumers expressed that reviews older than 3 months are not relevant. Using a process that consistently asks for new online reviews circumvents this issue, increases relevancy and separates the HCP from competitors.

Communication Frequency
We don’t want to overcommunicate marketing messages to your patients, so our software will only send one request during a designated number of days (e.g. 60, 90, 120, etc).

Testimonial Website Widget

Embed our testimonial widget anywhere on your website to display positive 1st and 3rd party testimonials.

Simple to Install
Copy and paste a few lines of code and your widget is up and running. It’s mobile-friendly and has display options.

Tag 1st Party Testimonials
We can tag testimonials that describe important services offered by the HCP and create separate widgets if desired. For example, a GI doctor might want a widget that just shows testimonials describing positive experiences with colonoscopy procedures to display on a colonoscopy or colon cancer screening page.

Google Star Ratings
By using schema code, your 1st party testimonials can generate star ratings in Google for your website. Our widget automatically creates this schema code for you.

Testimonial Website Widget

Embed our testimonial widget anywhere on your website to display positive 1st and 3rd party testimonials.

Simple to Install
Copy and paste a few lines of code and your widget is up and running. It’s mobile-friendly and has display options.

Tag 1st Party Testimonials
We can tag testimonials that describe important services offered by the HCP and create separate widgets if desired. For example, a GI doctor might want a widget that just shows testimonials describing positive experiences with colonoscopy procedures to display on a colonoscopy or colon cancer screening page.

Google Star Ratings
By using schema code, your 1st party testimonials can generate star ratings in Google for your website. Our widget automatically creates this schema code for you.

Negative Commentary Happens

While any business would only like to receive positive customer feedback, that scenario is not realistic. The good news is consumers know this and expect to see a mix of positive and negative reviews.

Unfortunately, negative comments are especially difficult for HCP’s, since HIPAA greatly limits how they can publicly respond and defend their practice.

Should We Respond to Bad Reviews? Yes. Here’s why…

  • If the HCP does not respond, then those viewing the bad review are  left to assume it may be accurate
  • A well-crafted HIPAA compliant response shows those prospective  patients reading the negative reviews that the practice cares about  its’ patients health and overall experience
  • It gives the practice an opportunity to publicly apologize for any bad  patient experience and show they are open to making any needed  changes to ensure similar experiences are not repeated

Negative Feedback & Review Alerts

When negative feedback or reviews are created…

  • An email alert is sent to the HCP
  • Customer Flux team will provide a draft of a  HIPAA compliant response
  • HCP and/or Practice will collaborate with Customer Flux team on  revisions to the draft and then approve a final version
  • Customer Flux team will post the response

Customer Testimonial

Customer Flux customer, Dr. Kenneth Brown, describes how managing his online reputation has changed his practice. Specifically he addresses the importance of negative reviews and how they can be challenging to deal with, but that it is critical to respond to the negative commentary.

Review Alerts & Reporting

With Customer Flux you stay current on new reviews and patient feedback activity with our email alerts. Our reporting offers overviews and insights into your Net Promoter Score, direct patient feedback and online reviews.

3rd Party Review Alert

1st Party Review Alert

Report Summary Email

We Provide Expert Recommendations

Customer Flux is much more than a robust reputation management platform. We analyze each client’s results and provide recommendations to help improve their overall online reputation, quantity of reviews, create HIPAA compliant review responses and share best practice advice.

Let’s start turning your positive patient feedback into a powerful marketing message and NEW PATIENTS!

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