It’s increasingly common for patients to post online reviews of their experiences in clinic. But while most of your reviews will no doubt be positive, you might (very occasionally) receive a less than flattering one.
So what you should do? Here are a few tips:
- Check they’re a genuine patient, and kindly inform them if they’ve confused you with someone else
- Respond promptly, ideally within 48-72 hours (if not sooner)
- Don’t address them by their name if they haven’t made it public
- Thank them for the feedback and apologise if something has gone wrong
- Be authentic and genuine
- Take the conversation offline
- Attempt to resolve the issue
To illustrate, here are two examples of how to respond to a negative review. One shows a good reply and the other is… not so good.