“How was the treatment? Did you like the services offered by your doctor?” such discussions are seen everywhere on the internet. Online review is the internet word-of-mouth that can build or break the online reputation of your practice. And, it is normal to have a negative review since you cannot please everyone. But it is important to understand that reviews cause risk and impact your practice revenue. So, let’s understand how to deal with negative reviews for your practice and turn them into positive ones.
Ignoring a review is the worst you can do to spoil your online reputation. So instead of sitting ideally on a review, it is better to respond to it in a polite way. Your response and ignorance both have some effect on your online reputation. To manage it well, you need to give a prompt response. Before responding, understand the issue and think of the response. Don’t take things personally, rather consider them as a scope for improvement of your practice. Ignoring a response means you don’t value the time and concerns of the reviewer.
People consider it quite important for a doctor to respond to a bad review, else the practice is likely to see a drop in their revenue.
Concise and careful
There is no point posting long comments, clarifications or conducting arguments online. Instead, keep your replies succinct. It should be the focus on the concern to make the reviewer feel valued and cared. Avoid sending forwarded messages or default replies, nothing can be more disrespectful. Also, you need to be careful of what you are communicating. It should be in accordance with HIPAA guidelines.
#1. Be patient.
Don’t take hasty decisions by replying at once. Think patiently and then respond. Follow HIPAA rules and regulations.
#2. Don’t take it personally.
There is always a scope for improvement, better take things professionally. Maybe this negative comment can help your practice grow. Don’t take it on yourself but on business. Stay polite. This can help you turn a critic into a loyal patient.
#3. Don’t overreact.
Revert to any bad review with patience as a veiled threat based on the grounds of a lawsuit can often backfire and ruin your practice’s reputation.
Take the first step to protect your online reputation and request your Online Reputation Assessment.
#3. Don’t neglect.
Reply to the review with thanks and an assurance that you will resolve the patient’s complaint. Keep it short and simple.
#4. Take it offline.
A thread on the online conversation might not be as effective and explanatory as an offline conversation. Appreciate their feedback and ask them to talk about it over the phone or visit your practice whenever possible. If things end up on a happy note, you can request that they remove the negative comment.
#5. Don’t hire liars
“Astro-truff” SEO firms can get you numerous positive reviews, but with fake reviews, you can be found guilty and end up spoiling your online reputation.
#6. Avoid any malpractice
Try to be sincere and positive to find a solution to an unhappy patient’s problem but don’t post apologies for a treatment or care that can be presented as a malpractice.
A negative review is not just a criticism but a chance to connect better with your patients and make them feel valued. This will help you turn the negative into positive.