How to Manage Negative Medical Reviews?

Medical Reviews Are Essential

Google has made sure online Reviews are visible to everyone and are easily understood.

Generating more online reviews for your medical practice is an essential part of your practice’s online presence.

Hiding Reviews

Simply hiding from online review sites is not an option. 

Whether patients are insanely happy or displeased with their experience or outcome it is more likely that they will take to the Internet to express their satisfaction or lack thereof.

Respond to Reviews

Regardless of whether the feedback is positive or negative, it is always in your best interest to respond, as more than half of patients expect to hear back from practice within a few days of writing an online review. 

Other studies indicate that 78% of patients say that seeing a practice respond to an online review makes them believe that the practice cares about their patients.

How to Respond to an Online Medical Review?

When responding a patient review, utilise these best practices to ensure you don’t dig yourself into a hole:

1. Say “Thank You!” - Many people think that they should only respond to criticism or negative reviews. However, quite the contrary is true. If someone leaves you a positive note, be sure to express your gratitude and let them know how happy you are to have them as a patient.
2. Even a “Negative Review” - Thank them for their feedback. Whether you agree or disagree with the negative feedback, thank them for sharing their thoughts and expressing their concerns. Be sure to keep your tone civil to avoid any negative follow-up comments that could escalate the situation.
3. Take Reviews Offline Quickly - When you get a negative review, the last thing you want to do is respond with a comment that sparks an even nastier reply for everyone to see. Thank them for their feedback and let them know you are sorry for their experience and want to learn more. If they are not an identified patient, simply ask them how you can best get in touch with them (phone or email). This avoids a back-and-forth directly on your public reviews pages.
4. Give it 24 hours. If you receive a negative review, take some time to write a response, sit on it and see how you feel about your response after 24 hours. It’s easy to become defensive, especially if you don’t agree with the review. However, with your online reputation on the line, make sure that you always communicate in a calm, professional manner.
5. Highlight Practice Values - Emotions run high when it comes to medical work, and patients are be ill-informed and become opinionated. There are patients who believe a doctor is pushing them towards a procedure that is not in the patient’s best interest. When you get a negative opinion like this, help them understand your practice’s values and that your approach is a caring and outcome based approach.

Counter Negative Reviews with Positive Reviews

Remember, negative reviews aren’t the end of the world – especially when they’re countered by many positive reviews. 

Many patients are able to form their own judgements and can tell when an online review is a one-time rant or if there seems to be an overall trend of poor service.

The most important thing is to show potential new clients that you do care about patient feedback and are dedicated to providing great service and care.

Learn How to Build Your Reviews 

To find out how Quantum Digital can help you garner more positive patient reviews directly on your website, visit quantumdigital.com.au or call 1300 880 230.