Why Reputation Management is Important for Nursing Homes

Social media is a powerful tool that has made it easier for businesses to connect with consumers. Likewise, consumers often use social media to make more informed decisions about how they spend their money and whose services they employ. Reading reviews could play a significant role in how people make purchase decisions. In fact, one statistic shows that a staggering 97% of consumers find that reviews from fellow customers can sway their purchasing behaviors. While one negative online review isn’t enough to ruin a business, it can dissuade someone from interacting with them. Failing to address negative reviews can have a negative long-term impact on a business’ reputation.

 

Why can this be an issue for nursing homes? When people are seeking out reputable, caring facilities for their loved ones in need of care, they may turn to the internet to find facilities that best meet their needs. With that in mind, online reputation management is necessary for your nursing home to connect with people in need of elderly care for their loved ones. Below are some of the most pressing reasons why reputation management matters.

Search Engines

When people search online for a product or service they rarely, if ever, go to the second page of the search results. In fact, it is estimated that just second-page results represent no more than 6% of all website clicks.  A website’s search engine performance is influenced by countless variables, some of which change consistently. That said, it’s important to remember that search engines provide a service, too. They prioritize the user’s satisfaction and provide the best possible user experience. How do they do this? By making sure that users find what they need. They pay attention to user habits, and if a website is visited frequently the algorithm assumes people prefer that site.

 

Likewise, it assumes that websites with fewer visitors are not meeting the user’s needs, so the algorithm places them farther back in the search results. In short, Google rewards good behavior. Low website traffic can both cause or be caused by poor online reputation. Decreased exposure makes it significantly harder for people to find you. With that in mind, you will want to ensure that your facility’s website is optimized for SEO so that it ranks high on web searches, which will better ensure that the people you want to see it do see it.

Negative Feedback, Positive Interactions

Families often see elderly care as a significant investment. After all, they are trusting other people to provide their loved ones with a clean, safe living environment and top-notch personal care. Beyond that, elderly care is a service rather than a tangible product. If someone is looking online for a new pair of shoes and the product they want has 20 negative reviews but 80 positive reviews then there is little risk involved. At the end of the day, they are just shoes.

 

The same can’t be said for nursing homes. Nursing homes don’t sell a product that is easily replaceable; they provide a service to people in need. If those 20 negative reviews appear to have a common theme, a family may question how well the facility can care for their loved one.

 

That said, receiving a negative review does not condemn your elderly care facility. Since social media allows businesses to contact consumers directly, many companies have started providing online customer support service through social media. It’s much more convenient than forcing the customer to stay on hold, listening to the same elevator music for 20 minutes until they can finally speak to a customer service representative. Better yet, this is done in a public setting – if potential customers see that a business is trying to help dissatisfied customers, they are left with a better impression than they would have gotten just by reading negative feedback. If someone vents their frustration with your nursing home online, showing your willingness to help through direct communication could help reshape their opinion for the better.

Establishing Trust

Brand loyalty is the term used to describe how strongly a customer feels about a specific brand when they are considering their options. Brand loyalty is built on retention, and customers are more likely to stick with companies who value them even more than they value the customer’s money.

 

Direct online interactions are one of the fastest and easiest ways to create a good relationship with clients. In other words, you should not just concern yourself with resolving the problems that dissatisfied customers are sharing with the world. Positive feedback also warrants a reply, even if it’s a simple ‘Thank you!’. In other words, showing how well you handle unhappy customers can attract people to you. How you interact with the individual customer is what makes them stick with you.

 

Why does this matter to customers so much? Customers don’t want to connect with businesses, they want to connect with other people. Genuine, personalized responses can do wonders for an online reputation because they have an emotional impact that an automated email does not. Now consider the impact that could have for an elderly care facility’s online reputation. People need assurance that your elderly care services will help their loved one, and that you truly care about the people you are helping. What better way to do so than to make an active effort to establish a meaningful relationship with the people who seek out your services?

Reputation Matters

Online reputation management for your nursing home requires more than replying to every comment you receive on social media. It’s an involved process which helps families find the best place to care for their loved ones. There are only so many nursing homes in the area for families to choose from – you can be the one they settle for, or you can be the one they want. Contact our team today, and we will create strategies to connect your elderly care facility with the people who need you.

 

If you are looking to bolster the reputation and reach of your facility, we want to help. Learn more about our approach and reach out to us today.

It’s that time of year again, and we are all itching to break out the decorations and candy canes. As 2021 comes to a ceremonious end, you may be wondering how to spread the holiday cheer at your assisted living facility. Many seniors may not be able to partake in the usual winter fun because of the ice, snow, and cold temperatures. However, that does not mean that they cannot get into the holiday spirit with their family and friends. That warm and fuzzy festive feeling is for everyone! That’s why we have curated this list of senior activities to keep the mood merry and the smiles bright at your senior care facility this holiday season.

1. Get Festive with Decorations

One way to share the holiday spirit is to surround the world around you with it. What better way to bring some of that holiday merriment into your assisted care facility than put up a few decorations? These can go up in common areas as well as peoples’ rooms. Denominational holiday decorations can be helpful for seniors who are religious but unable to attend ceremonies and services or connect with their faith communities. Still, even just seeing some paper snowflakes cascading down the dining room wall or Christmas lights stretched throughout the hallways can brighten some days!

2. Make Cards

Holiday cards are a wonderful way to stay in touch with loved ones during the winter. They can also allow for a fun social activity. Seniors can make cards for favorite staff members, family, and even each other. Assisted living centers can set aside some time for everyone to get together and make cards. Centers should also purchase some regular cards for seniors who might have a hard time with fine motor skills, so they can still get involved. So bring out the fun drawing utensils, glitter, and Santa stickers and allow your residents to get creative!

3. Facilitate Gift Giving

It is no secret that grandparents love spoiling their grandchildren, but not everyone is able to do the holiday shopping on their own. While your facility might plan shopping excursions for residents throughout the months of November and December, those who can’t get out do not have to miss out on all the fun. You could open an in-house holiday shop where residents can find gifts for grandchildren, children, and every other loved one and even have their gifts wrapped for them. You could even invite them to create their own handmade gifts: decorated holiday cookies, painted mugs, and so much more.

4. Have a Holiday Movie Night

Many people can think of at least one holiday movie to which they return every December, whether that’s Miracle on 34th Street, It’s a Wonderful Life, or something more colorful and childlike like A Charlie Brown Christmas or the classic Rankin/Bass Rudolph the Red-Nosed Reindeer. You could plan a special holiday-themed movie night that residents can enjoy with their families and serve delicious fare like hot chocolate, holiday cookies, and more. You might even come up with fun themed games to accompany the movie, such as trivia hour or a fun craft.

5. Enjoy Holiday Traditions

We all want to keep family traditions alive and well during the holidays, but some seniors are bothered by the extra lights, sounds, and people. With that in mind, while larger, social parties are certainly worth planning, some residents may appreciate smaller-scale celebrations and activities. Some living in assisted senior care facilities might benefit more from a more intimate visitation from friends and family that does not interrupt their daily routines. Perhaps a quieter, small group celebration could involve a family dinner with favorite dishes and treats, holiday games and movies, and gift exchanges among close friends and family. You could even have residents name some favorite holiday traditions they have enjoyed and try to implement them into everyday activities so that others can experience them as well! That way, everyone can still feel involved in the festive joy!

6. Keep in Touch

Video chat platforms have exploded in popularity over the past couple years, and not just for virtual corporate meetings. Plenty of people have relied on this tech to stay connected to friends and family during 2020 and 2021. If families are unable to visit the care center this year, you could set up a virtual meeting so they can still see their loved ones. Senior activities don’t need to be in person to be fun and meaningful! You can even help residents decorate their living spaces so that they can show them off to their families.

Happy Holidays!

Is your assisted living facility ready for the holiday season? Our team can help you promote your services to families who want to make sure their loved ones are comfortable and well cared for during the holidays. Reach out today and tell us more about your organization and how you hope to present your facility to families!