Ladies and gentlemen, it’s time to talk about the elephant in the room: negative patient reviews.
According to a recent survey, almost 80% of patients check online reviews before making an appointment, and negative reviews can significantly impact a practice’s reputation and bottom line.
We’ve all been there. You’re minding your own business, scrolling through your practice’s online reviews, when suddenly you come across a doozy of a comment. It’s filled with expletives and accusations, and it’s directed right at you and your team.
But before you start panicking and drafting a strongly worded response, let’s take a step back and think about how to handle this situation in a way that will make your patients and potential patients see that you’re a professional and you care.
First things first, take a deep breath and don’t react emotionally. Negative reviews can be hurtful, but responding in a knee-jerk manner will only make things worse. Instead, take some time to cool off and gather your thoughts.
Next, take a good look at the review. Is there any truth to the patient’s complaints? Are there areas of your practice that need improvement? If so, take note and make a plan to address them.
Now it’s time to respond to the review. Keep your response short and sweet, and most importantly, professional. Thank the patient for their feedback and let them know that you’re taking their concerns seriously. Offer to reach out to them directly to discuss their experience further, and let them know that you’re committed to providing the best possible care.
And if all else fails, remember: laughter is the best medicine! So, don’t take yourself too seriously and try to see the humor in the situation. After all, we’re only human, and we all make mistakes. So, let’s all just laugh it off and move on.
10 best practices for handling negative patient reviews
With the right approach, it is possible to turn these reviews into valuable feedback that can help improve your practice and patient satisfaction. Here are ten best practices for handling negative patient reviews.
- Stay calm and don’t react emotionally. Negative reviews can be hurtful, but responding in a knee-jerk manner will only make things worse.
- Take some time to cool off and gather your thoughts before responding to the review.
- Take a good look at the review. Is there any truth to the patient’s complaints? Are there areas of your practice that need improvement? If so, take note and make a plan to address them.
- Keep your response short and sweet, and most importantly, professional. Thank the patient for their feedback and let them know that you’re taking their concerns seriously.
- Offer to reach out to the patient directly to discuss their experience further, and let them know that you’re committed to providing the best possible care.
- Be transparent and honest about any mistakes or issues that may have occurred, and take responsibility for them.
- Be sure to respond to both positive and negative reviews in a timely manner. This shows that you value patient feedback and are actively working to improve your practice.
- Use negative reviews as an opportunity to improve your practice and implement changes that will lead to better patient experiences.
- Be aware of and comply with any laws or regulations regarding patient privacy and confidentiality.
- Remember that negative reviews are a normal part of any business and use them as a learning opportunity to improve your practice and provide better care to your patients.
5 examples of a good answer to a bad review
In this paragraph, we will provide 5 examples of effective responses to negative patient reviews, demonstrating how to address concerns and turn a negative experience into an opportunity for improvement.
- Review: “Horrible experience! The staff was rude and unprofessional. I will never be returning to this practice.”
Response: “We apologize for the poor experience you had with our staff. We take all patient feedback seriously and will be addressing this issue with our team. We strive to provide the best possible care and are committed to improving our patient experience. Please reach out to us directly so we can discuss your visit further and find a solution. We value your feedback.”
- Review: “I had to wait for over an hour to be seen and the doctor seemed rushed and uninterested in my concerns.”
Response: “We apologize for the wait time and for the impression that our doctor was rushed and uninterested. We understand how frustrating it can be to wait and how important it is to have a doctor who listens to your concerns. We will take measures to improve wait times and ensure that our doctors have the time to listen to our patients properly. We would like to invite you to contact us directly, so we can discuss your visit further and make it right.”
- Review: “I was charged for a service that I did not receive. The billing department was unhelpful and unresponsive.”
Response: “We apologize for the billing issue you experienced and any frustration it may have caused. We take all patient complaints seriously and will be addressing this with our billing department. We want to make sure that you are only charged for services you received. Please reach out to us directly so we can resolve this issue and provide you with the proper refund or credit. We apologize for the inconvenience.”
- Review: “I was extremely unhappy with my treatment plan and felt like the doctor wasn’t listening to me.”
Response: “We apologize that you were unhappy with your treatment plan and felt like the doctor wasn’t listening to you. We understand how important it is for our patients to have a say in their treatment plan and for our doctors to listen to their patients’ concerns. We will make sure that our doctors take the time to listen to our patients and make sure that they understand and agree with their treatment plan. We would like to invite you to contact us directly, so we can discuss your visit further and make it right.”
- Review: “I was not informed of the costs associated with my procedure and received a large bill after my visit.”
Response: “We apologize for any confusion or dissatisfaction you experienced regarding the cost of your procedure. We understand how important it is for our patients to be informed of the costs associated with their care. We have taken steps to ensure that our billing department provides clear and accurate cost estimates in advance of procedures and treatments. We would like to invite you to contact us directly, so we can discuss your visit further and resolve any billing issues you may have experienced.”
In conclusion, negative reviews can be tough to swallow, but with a bit of perspective and a dash of humor, you’ll be able to handle them like a pro. Just remember to stay calm, be professional, and always strive to improve your practice. Happy patients equals happy practice!
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Author
Angelo is an experienced digital marketing professional with a proven track record of over ten years as a manager for leading brands and startups. Contact him today.