Part of having an online presence is learning how to handle negative feedback. The internet is a public forum that invites criticism and its anonymous nature makes it all too easy for people to leave aggressive comments, whether they are fair representations of your service or not. The good news is that once you get past the initial sting of a bad public review, there are a few easy steps you can take to mitigate the unsavory impression it might make on others.
Here are three things that your medical practice can do in response to a negative review online:
1. Respond to the comment.
Apologize for the patient’s negative experience and ask for feedback. Make sure that you remain positive and kind and always use facts. These actions will let everyone who visits your page know that you put patients first and genuinely value their feedback. Most importantly, once you have the feedback, take action. For example, if a patient complains that he or she had to wait too long to see the doctor, find out whether it was a one-time thing or if it is a continuous problem that needs to be addressed.
2. Don’t let it stand out.
A bad review isn’t the end of the world, especially if you have dozens of other good reviews that reflect the things your practice is doing right. Actively encourage patients to leave positive reviews. They are a sign to prospective patients of what makes your practice great, and they will also help push any negative reviews down the page. A diversified medical marketing campaign with branding and our medical marketing services with reputation management can also help ensure that your practice is seen in the right light everywhere online.
3. Try to get false reviews taken down.
If you feel that someone has left a completely false or slanderous review, contact the website to try to get the comment taken down. False and offensive comments have no place on your practice’s online pages. Some comment are not only harmful to your practice but to everyone in your online community.
Always remember that more important than a review itself is the way that you react to it. Keeping your cool and responding with tact will dissolve hostilities and elevate you in the eyes of your online connections. Take negativity as constructive criticism and an opportunity for growth as often as possible, and use your clients’ feedback to continuously improve the medical experience that you offer.