Feedback doesn’t have to be scary, negative reviews can help you improve your practice. The days of a one way conversation are over, and it more important than ever for Doctors to take control of their online reputation and what patients are saying about them online. One of the best ways of doing this, is by responding to negative reviews.
Here’s a helpful checklist for responding:
- Be courteous and professional
- Thank your reviewer for their feedback, do not go on the defense
- Acknowledge their complaint
- Address the issues at hand and don’t shy away from accountability
- Leave a personal sign-off
After you’ve written your review check for typos – whilst this may seem like an obvious one, responses with poor grammar could work against you in creating a professional persona. You should ensure that you respond to all reviews equally with a positive voice, whether they are favourable or not.
Reviews impact decision making, and you should use negative reviews as an opportunity to improve your quality of care, increase patient engagement and attract more patients.