Managing Negative Reviews

Its inevitable, no matter how far you go to make sure a patient has a great experience in your practice at some point you will experience a negative review. It’s important not to take these reviews too personally, they happen. Unfortunately, we live in a world where people jump at the opportunity to write a negative review on Google, Facebook, or any other platform where they feel they can cause the most disruption. When experiencing this do not forget that you are still bound by HIPAA regulations so you are limited in your response. It is best to approach these negative reviews in a professional manner and to follow up with the patient behind the scenes to try to resolve the issue. If you are able to resolve the issue with a call you can then ask the patient if they are satisfied with the resolution if they would remove their post. In the meantime hand out review cards to all your patients who were happy with their care and push out social media asking for some positive reviews of you as a practitioner and your practice. It takes roughly (10) 5 star reviews to push down a 1 star review from the top of your Google results so you can never have enough good reviews for your practice.