Reputation Management

Greg’s SEO presentation from Digital Dealer – Part 1

In this week’s video, I’m sharing the first half of my epic two hour SEO presentation from Digital Dealer in Tampa. Learn how COIVD has affected buyer behavior, how Google’s algorithm works, what’s going on with the upcoming Page Experience update, and how to optimize your website for better local visibility.

Suds and Search 65 | Jason Barnard, the Brand SERP Guy

Also available as a Podcast:

My guest on this week’s episode of Suds & Search is Jason Barnard, also known as the Brand SERP Guy.

Jason is the owner of Kalicube, an online SaaS product offering all sorts of cool tools, guides, and training to optimize for a brand SERP.

You might be asking… What is a brand SERP? How would someone go about optimizing for a brand SERP? No one has spent more time thinking about these questions than Jason Barnard.

SEO presentation: How to show up in local searches

In this week’s video, I share my recent SEO presentation from a Better Business Bureau webinar. It’s longer than my usual weekly video – about 45 minutes – but it’s packed with awesome info about how COVID has changed customer behavior and how businesses should adapt to the change. I outline a Local SEO playbook for 2021, so you definitely don’t want to miss it!

Online review responses and HIPAA compliance

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that prohibits the disclosure of protected health information (PHI) without patient consent. PHI is defined as “health information that can be used to identify an individual” and includes data related to a patient’s medical or physical condition, and identity. HIPAA extends to online review management, and since responding to reviews is essential to a healthcare organization’s online reputation, healthcare marketers must follow HIPAA guidelines when crafting review responses. Below are best practices to consider when handling online reviews, and some examples of HIPAA-compliant responses.

Best practices for HIPAA-compliant review responses

Avoid a HIPAA violation by following these quick tips:

  • Have an internal plan. Collaborate internally to develop review response policies, including identifying who will be responding to reviews and creating templates that can be customized for positive and negative reviews.
  • Protect PHI in your response. Remove all detail about a patient’s diagnosis, treatment, condition, and visit, and do not confirm or deny them as a patient.
  • Respond broadly. Stick to general responses like, “Thank you for your feedback” or “Thank you for taking the time to leave us a review.”
  • Take the conversation offline. Give the reviewer the opportunity to further discuss their comments by providing them with a phone number or email address for your office or patient experience team. This also helps prevent further online conversations that could violate HIPAA.

Keeping these tips in mind, below are some real examples of review responses that either violate or follow HIPAA guidelines.