10 Ways To Fix Bad Reviews For Your Medical Practice

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Managing Negative Reviews: A Guide for Medical Professionals

In today’s world, when people want to learn about a company or product, they turn to the internet first. This is especially true for patients seeking information about healthcare providers. Online reviews on platforms like Yelp, Google Reviews, Facebook, and specialized healthcare sites serve as valuable tools for consumers, helping them gauge how various products and services stack up against one another.

It’s a known fact that individuals are often more inclined to share negative experiences than positive ones. This tendency makes it crucial for medical professionals to pay attention to their online reputation, as most potential patients rely heavily on what they find online when making decisions.

If you’re a doctor or healthcare provider, maintaining your online reputation is key. Negative reviews can unfairly tarnish your reputation, but there are steps you can take to address them. BRANDefenders is here to guide you through the process of handling negative feedback and protecting your practice’s image.

Why Online Reviews Matter

Online reviews are vital for all businesses, including medical practices. Negative reviews can turn away potential patients, while positive ones can boost your credibility and profitability.

Though many reviews are positive, medical professionals need to be on the lookout for negative or fraudulent ones. Miscommunication is often at the root of poor reviews, and addressing this can help reduce their frequency.

Given that nearly 80% of consumers trust online reviews as much as personal recommendations, even a single negative review can impact your practice. Studies show that just one bad review can result in a 22% loss of potential customers. When a business accumulates multiple negative reviews, around 60% of potential clients may choose to avoid that business entirely.

10 Tips for Managing Negative Reviews

1. Respond Quickly 

Patients who leave negative reviews usually do so soon after a disappointing experience. It’s essential to respond promptly—ideally within 24 hours. Ignoring reviews can give the impression that you’re not addressing issues within your practice. Acknowledge the patient’s concerns, use their name if possible, and provide a specific point of contact for further discussion. This shows other potential patients that you are committed to resolving issues and improving the patient experience.

2. Avoid Trying to Delete Negative Reviews  

In the past, services like Medical Justice offered doctors the ability to have negative reviews removed. However, this approach was discontinued, as many viewed it as unethical. Instead of pursuing legal action or forcing the removal of reviews, focus on constructive responses. Attempting to delete reviews can lead to negative publicity and additional stress.

3. Don’t Argue with the Reviewer 

While it’s tempting to defend your practice against negative reviews, public confrontations can harm your reputation even more. Engaging in arguments could lead to a violations or turn private issues into public conflicts. Always respond professionally, regardless of the circumstances, and avoid escalating the situation.

4. Apologize When Appropriate  

Even if the review seems unwarranted, offering an apology can help de-escalate tension. A sincere acknowledgment of the patient’s experience demonstrates that you care about their concerns, which is important for both the reviewer and potential patients reading the review. Studies show that a well-placed apology can significantly increase satisfaction.

5. Generate Positive Word of Mouth  

While negative reviews can harm your practice, positive word-of-mouth is a powerful antidote. Improve your operations to address common complaints and provide a seamless experience for patients. Happy patients are more likely to leave positive reviews, which can dilute the impact of any negative ones.

6. Consider Compensation if Necessary  

In some cases, offering compensation may be appropriate, especially if the patient’s issue stems from an untreated condition or a problem that arose after a procedure. While not as common in healthcare as in other industries, offering some form of reimbursement or compensation can demonstrate goodwill and help resolve the issue.

7. Use Disclaimers on Your Website  

It’s a good idea to claim your profile on review platforms and include a disclaimer on your website explaining that you may not be able to respond to reviews due to privacy laws. This can help manage expectations and provide context for anyone reading negative reviews.

8. Show Gratitude  

Though it may seem counterintuitive, thanking a patient for their feedback—whether positive or negative—shows that you value their opinion. Negative reviews, when addressed properly, offer opportunities for improvement. By acknowledging them, you demonstrate that you’re committed to enhancing patient care.

9. Don’t Dwell on Negative Reviews 

Honest negative reviews can be difficult to face, but obsessing over them won’t help. If a review is blatantly false, you may be able to have it removed by filing a complaint with the review platform. For legitimate feedback, focus on making improvements rather than trying to erase the negativity.

10. Commit to Ongoing Improvement  

The best defense against negative reviews is providing excellent patient care. As you continue to receive positive feedback from satisfied patients, you’ll naturally build a stronger online presence. Make sure to follow up with patients and encourage them to share their experiences online to bolster your reputation.

If you need assistance managing your online reputation, BRANDefenders can help. Our comprehensive Online Reputation Management (ORM) strategies combine marketing, SEO, and public relations tactics to improve your practice’s online image. While you can’t always prevent negative reviews, you can mitigate their effects by actively promoting positive ones.

Conclusion

Although it’s impossible to avoid negative reviews entirely, how you handle them can make all the difference. Addressing feedback promptly and professionally sends a clear message that your practice cares about patient experiences. 

With the right strategies in place, you can overcome negative reviews and continue building a strong, trustworthy reputation. BRANDefenders is here to help you navigate the complexities of online reputation management, ensuring that your practice remains focused on what matters most—delivering excellent care to your patients.

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