In the third installment of the TouchPoint podcast, Reed Smith and Chris Boyer discuss online reputation management (ORM), how best to define it and what elements are important for hospitals to consider. From SEO to social media to publishing HCAHPS scores on physician profiles, the hosts explore the impact good reputation management has on the digital patient experience and wonder if there are better ways to measure reputation IRL. The hosts also debate the merits of third-party review sites vs. a hospital website as the most authoritative source for a health system’s reputation. Lastly, Rob Birgfield of Inova Health System joins us from an evening commute to discuss best-practices on gaining organizational support of reputation management. A fun and informative episode!

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