How to respond to a negative healthcare review – with examples

How to respond to a negative healthcare review | Private Practice Surgery

By Chris Rogers

Healthcare marketer with over 14 years experience, and co-founder of the Private Practice Surgery.

February 2021

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.

How to reply to a negative healthcare review | Private Practice Surgery
How not to reply to a healthcare review | Private Practice Surgery

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