Protecting Your Program's Online Reputation
Mar 7, 2025, 09:42 AM
In November 2024, ADCES released a toolkit that is designed to help diabetes care and education specialists communicate their value to administrators, prescribers and their community. This includes protecting your DSMES program's reputation.
In this toolkit, Karen Swan, a DEAP program quality coordinator in Maine shared these tips:
- Encourage positive feedback. Satisfied participants are often willing to share their positive experiences, which can be instrumental in building trust with potential patients and referring providers. Actively encourage patients to leave reviews or share their stories, both online and with their physicians, to create a foundation of goodwill that reflects positively on the program.
- Monitor and proactively address negative feedback. Don't wait for issues to appear online—actively seek feedback after appointments through follow-up surveys or post-visit discussions. By addressing concerns early, you reduce the risk of public dissatisfaction.
- Implement effective damage control. It's impossible to please every patient, but how you respond to negative feedback can make a significant difference. When faced with a negative review, respond professionally and offer solutions. Acknowledging concerns and demonstrating a commitment to patient care can not only resolve individual issues but also enhance the program’s credibility with the broader community.
These tips just scratch the surface of the toolkit. See for yourself, go to the Showcasing the Value of Your DSMES Services Toolkit