Sometimes we get caught up in life and forget what’s truly important, and this can happen with your healthcare organization as well.
You might temporarily lose the focus on your mission when the unexpected happens. The key is to know when you’ve gone off track so you can re-prioritize your brand.
Nonprofit healthcare organizations face many obstacles regarding resources and perception. Bad publicity is anything that paints your organization in a not-so-flattering light. There might be times when people assume your level of care is somewhat lacking compared to others. It doesn’t have to be anything drastic, even a bad review on your social media might hinder your chances at new or repeating patients. But don’t be discouraged, this is all fixable.
Regaining trust is the only way you can bounce back from bad publicity. There is no quick fix for this, it will simply take time and consistency. If anything, you now know what to work on and what needs improving. Correcting your brand is doable with these 5 tips:
- Put Your People First. Your team is loyal to you. Encourage them to embrace the brand in public and on social media.
- Correct Others. The worst thing is people getting your name wrong. Be careful with abbreviations and variations of your name. Pick one and stick to it.
- Keep Your Brand Identity Strong. Your logo is important, make sure there are strict standards on using it so it stays consistent.
- Respect Your Competitors. These people don’t have to be your enemy, they can be your greatest collaborators.
- What makes you different from everyone else and why should people chose you.
And take special care if you’re dealing with a bad review. Many people, especially millennials, take peer reviews seriously. If you’re dealing with a bad review, the worst thing you can do is nothing at all. With the healthcare industry changing and becoming more consumer-oriented, it’s absolutely necessary that you reply to these negative reviews and try to make good. At the very least, offer an apology and figure out what would have made a difference in their experience with you.