Triage potential negative reviews automatically. Quickly respond to negative reviews if they do happen.
Triage Negative Reviews
Automatically identify customers and patients who may have had a poor experience. Customers or patients that would not recommend you to a friend or family member are sent to a private form to explain why.
Ensure the impact of any negative review is minimal by constantly soliciting new reviews. Send emails and text messages one at a time or integrate directly with your EHR or EMR to automate your efforts.
Get alerted when new negative online reviews are posted on your online rating and review profiles. Constantly monitor online ratings and reviews on the following websites: Bing, Facebook, Google, Healthgrades, RateMDs, SuperPages, Vitals, Yahoo, Yelp, and more.
Respond quickly to negative online reviews from one central dashboard. Let us do it for you with our Rapid Response service.
A negative patient review is any rating or review left on an online profile that rates a doctor or healthcare practitioner below three stars, on a five star rating scale. Negative patient reviews are a reality for any healthcare practice with an online presence. With the increasing use of the internet by patients, there has also been a rise in negative patient reviews as patient seek to voice their opinions on the care they’ve recently received. Recently, there has also been an increase in the number of fake negative patient reviews, a growing concern for many healthcare practices.
If you happen to be on the receiving end of a negative patient review, it is best to act quickly. The first thing to do is ensure the patient was actually one of yours. Sometimes patients get confused and post on the wrong profile. It could also be a fake negative review. Once you have verified that this is one of your patients, respond in public and request to take the matter in private, over the phone or in person. Speaking with the patient directly, listening to their concerns and trying to understand their position can go a long way. In many cases, it will often result in the patient removing or modifying their review. Just remember to never, ever, reveal any PHI or disparage the patient in any way.
Responding to a negative review is one of the best steps you can take to manage your business’s online reputation. Though every situation is different, we recommend that you check off the following qualities in your response: 1) Let them know you take their feedback seriously 2) Invite them to discuss the situation privately 3) If you suspect the review is fake, you can note “Though we didn’t find any issues matching your description, we want to investigate further to improve our customer experience.”
By letting the reviewer know their negative experience is not the norm, that you’re interested in correcting the problem, or that you want to further discuss what happened, you not only have the opportunity to regain that customer, but you can also show prospective clients that you care about their experience.
Google is the most popular search engine in the world, and it’s also commonly used by people who are looking to find a doctor or local business, so we get that getting a bad review on Google isn’t ideal. Responding to negative reviews on Google is important if you want to help turn things around with that particular reviewer and show future users that you’re interested in improving your business.
To best handle a negative review on Google, make sure you let them know that you are sorry to hear about their experience, would like to privately discuss the situation, and that you invite them to come back to give your business another try.
Many of us spend a decent amount of time on Facebook every day, so it’s only smart to create a Facebook page for your business too. If you’ve received a negative review on Facebook, it’s important to manage that situation with a good response.
Since sticking your head in the sand isn’t an option, you’ll want to find that negative review quickly (you don’t want to respond weeks later) and let them know that your business aims to provide great customer experiences and that you’d like to discuss the situation with them so that you can better improve services in the future. Make sure you are always asking to get more information through a private conversation, rather than prompting them to leave more negative details on your public FB page.
Whenever a business receives negative reviews on Yelp, we recommend that you should treat it delicately to try and turn the situation around. It’s not unheard of to have a negative review turn into a positive one after someone responded to their original review with an invitation to discuss the situation and an apology.
With RepCheckup you can consistently generate new online reviews and keep a pulse on what’s being said about you on over 20 online rating and review sites across the web in less than 5 minutes per day.