Online reviews are relied upon by prospective patients. Positive reviews can attract new patients. To improve your online reputation through reviews, reputation management is critical.
Negative reviews are unavoidable. Mishaps and miscommunications happen, and online users are quick to share their opinions.
What should your practice do about negative online reviews?
Monitor Your Online Reputation
Track your online reputation across various review sites. Know how to respond when you spot a negative review. Make a habit to request reviews from satisfied customers.
Online listings are important for helping potential patients make informed decisions. Check your listings regularly to stay informed about your practice’s online reputation and take action on any negative reviews.
Facebook and Google My Practice are major sources for reviews. With Facebook, it is easy to identify and address fake reviews, since users typically use their real names. Monitoring Google My Practice is critical because your reputation ties directly to your search engine rankings.
Respond to Negative Reviews
Another component of reputation management is responding to reviews. Simple “thank you”s for positive reviews show online users that you care about patients and delivering quality service.
Respond to negative reviews with the same tact. Your reaction may be to avoid poor feedback or argue your case. That might not be very well-received on public forums. By following proven best practices, you can master responding to negative reviews.
Share Personalized Responses
Scripted responses can make you appear disengaged or disinterested in patients and their experiences—which can reflect poorly on your practice. Instead, respond in a way that shows you’ve read the review and understand the reviewer’s point of view.
Use the reviewer’s name and directly comment on an issue they raised in the review. If possible, ask the reviewer to move the conversation to a private space to further address the issue. This shows the reviewer their thoughts matter, and allows you to resolve the matter privately on your terms.
Respond Quickly
Leaving an online review is a way to “vent” about a poor experience. Reviewers might not be expecting a response. All reviews, negative and positive, should be responded to.
Aim to respond to reviews within a day. Set aside a few minutes each day to examine your online reviews—and respond to all reviews.
Don’t leave negative reviews untouched for long. A single negative review can sometimes provoke others to share negative feedback that can harm your online reputation.
Acknowledge the Reviewer’s Perspective and Take Responsibility
Some negative online reviews raise valid points, but others may seem to have little merit. All reviewers should be treated with courtesy. Tell them that you appreciate the time they took to share their perspective. Let the reviewer know you’ve taken the feedback to heart and will strive to keep improving.
Instead of reacting defensively, thank reviewers for visiting your practice. Let them know that you always strive to be clear about care recommendations and pricing, but misunderstandings happen. Say that you appreciate their feedback and will use it to improve your practice.
Communicate Next Steps
To address a reviewer’s concerns personally, make it easy to contact your practice. Never discuss personal situations or treatment plans publicly. Give them a contact name along with an email or phone number to get in touch to address these issues privately.
Automate Review Collection to Build a Positive Online Reputation
A negative review doesn’t need to have to devastate your practice. Responding with empathy and acknowledging opportunities to improve can show that you care about your patients.
You can also proactively collect positive reviews. Software can streamline this part of reputation management by sending automated review requests after visits or consultations. Patients can easily respond, and you can publish the reviews you collect to various review sites. Publishing a steady stream of positive reviews about your practice can ensure you maintain a positive reputation online.
Mastering Reputation Management for your Practice
You should monitor online review sites daily, and respond to all reviews within 24 hours. Give negative reviews special attention. It’s possible to turn those poor experiences into positive ones. Responding to negative reviews with care and empathy is a step in the right direction.
When you follow these best practices, you’ll foster a positive sentiment. Show you take patient concerns to heart and that you’re always striving to improve. Would-be patients will see that you truly work to make each experience a positive one. That devotion to patient service is certain to motivate more people to engage with your practice.
About Demandforce
Demandforce helps medical practices automate front office tasks and streamline patient communications with an all-in-one solution. From automated appointment reminders to robust reputation management, only Demandforce uniquely combines all the features and functionality a practice needs to grow, in one place.
