How Do You Respond to a Negative Healthgrades Review
Anyone working in the healthcare industry has dedicated their lives to helping patients. Providing excellent care, having great bedside manner, and knowing the ins and outs of conditions and injuries are all par for the course. But what happens if you are suddenly hit with a negative Healthgrades review from a patient?
How You Can Respond to a Negative Healthgrades Review:
- Find the Review Quickly
- Do Your Research
- Thank Them for Their Feedback
- Restate Your Professional Standards
- Invite Them to Speak Privately
Let’s dive into the work that goes into each of these steps:
1. Find the Review Quickly
One of the most important aspects of managing your reviews on Healthgrades is to find it quickly. Just like you wouldn’t leave an upset patient waiting in your office for hours, make sure you respond as soon as possible.
To look at your Healthgrades reviews, go to https://update.healthgrades.com/account/sign-in and enter your login information.
Once you’re logged in, go ahead and access your profile – this is where you will find your reviews.
2. Do Your Research
Before you start writing out your response, take your time to do a little research. Does the situation the patient is describing sound familiar? Have you ever seen anyone with a similar name?
If nothing is ringing a bell, ask some of the people who work with you. Staff working at the front desk may have a better idea of they have seen a patient that appears to be the reviewer.
Once you get all of the information you can, then you can move onto Step 3!
3. Thank Them for Their Feedback
One of the first things that you’ll want to do in your review response is to thank them for their feedback. Even negative reviews can be a positive thing if you use their feedback to make improvements.
Think about their review objectively and think about ways that you can make your practice better!
Your response should be honest – if they really did have a subpar experience, you could say:
“Thank you for your feedback and I am sorry to hear about your experience.”
If you suspect that it is a fake review, you would say:
“Thank you for your feedback, but I am having a little bit of trouble confirming that you are a patient at our office.”
4. Restate Your Professional Standards
While you don’t want to air out your dirty laundry on Healthgrades, you should use your response as a time to restate your professional standards.
A simple “I strive to provide all of my patients with the best care and experience” can suffice for this part of your response.
5. Invite Them to Speak Privately
Finally, you will want to end your review response with an invitation to speak to them privately.
You could say something along the lines of: “I would like to speak to you personally to learn more about your experience and how we can improve. Please contact me at 123-456-7890.”
If you take the time to craft a tactful reply, responding to a negative Healthgrades review can really improve how the reviewer sees you. Not only that, but potential patients reading the bad review will also learn about how you care about their experience through your response.
