How to handle negative online reviews

It happens to all of us, the difference is how we react. Here are eight essential components that should be part of your system when checking negative reviews left.

• Operate your “comment radar” relentlessly. The most important thing is that the most destructive thing for your reputation on social networks is not paying attention to them. If you don’t know what they are writing and what they are reading, you can’t do anything. Chances are you’ll find more good than negative, but be aware and respond to both. Additionally, doing so can help you identify certain potential problems.
• Read and accept comments. One person’s comment may represent a problem for others who did not want to interact. In your value system, whatever you are expressing is important and needs to be resolved. Learn from what they are saying. It is terribly reckless to respond emotionally, defensively, or rudely.
• Act fast. What may seem like small concerns can quickly turn sour. Delaying your response is the best way to show that the patient or their concern does not matter (which can make things worse). Remember that negative reviews can inspire other negative reviews. Responding or taking action quickly shows concern.** In the retail world, the golden rule is that customers expect a response in at least an hour. That may not be the best standard for medical care.
• Be constructive. Your clients are expressing their feelings, in part with the expectation of a response, apology, remedy, solution or acknowledgment of their concern. Be the best person by giving a positive response. Regardless, start with a respectful response, an apology, and a solution in mind.
• Take care of the person-to-person relationship. Extend an honest, positive and genuine response from one person to another. Avoid giving a generic answer or that sounds like a template. The more real you seem and know how to recognize their feelings and perspective, the easier the matter will be resolved.
• Observe HIPAA guidelines and patient privacy. Talking about a particular topic can be sensitive and this does not tell us whether or not a person is a patient. However, you can speak in general terms regarding office policies and procedures, a positive desire to communicate and help, etc. Afterwards it may be productive to contact you privately for further resolution.
• Offer a resolution. Although the resolution could change in the conversation, present several options and remain open to a next step. Keeping privacy details in mind, whenever possible, it is valuable to publicly demonstrate that issues have been answered and/or resolved.
• Encourage positive reviews. Most medical reviews tend to be positive. And it is that type of online endorsement or “digital word of mouth” that generates recognition, referrals and a good professional reputation. To generate this, you should encourage your patients to use review sites whenever possible. The idea is that you have to ask to receive. With these tips, you will surely notice a radical change in the reviews left about your practice. Remember that this applies to Facebook and even your own website if you have a space to leave comments.