Handling Negative Reviews for Medical & Dental Practices
More than half of people searching for a new physician admit that they read their doctor’s reviews before ever stepping foot into the office. This can either make or break their decision to move forward with your practice, which is wonderful if your practice is absolutely perfect and you have never received a bad review, or your positive reviews strongly over power the negative, but what happens when your practice is just getting started in the digital realm, and has a limited amount of reviews on any given platform? You loose potential patients, that’s what happens. It does not have to be that way though, and there are many steps you can take in order to overcome any negative voices on your review forums.
Here is a list of the best three ways to deal with negative reviews in your practice:
- Respond. There are two sides to every story, unfortunately, there is no room for your side of the story in someone’s negative review! Fortunately enough, most platforms will allow you to respond to any reviews on your business. A graceful response addressing the user’s concerns, taking accountability, apologizing, and offering a thoughtful solution shows other users that you truly value each and every one of your patient’s experience, and take pride in your name. Be sure to NEVER engage in childish rhetoric, or try to defend your position– you will catch more bees with honey than with vinegar!
- Be Pro Active. Having an internal process for acquiring new reviews is an awesome way to make sure all of your patient’s that you know have had an amazing experience have their voice heard! It is as easy as a follow up email or a custom “review us” card that you can personally hand to patients on their way out.
- Report Abuse of Board. Some people truly are out of their mind (patients, disgruntled ex employees, viscous competitors) and being absolutely unreasonable, responding to their review may not be the best idea and could be antagonistic to someone who is being irrational, prompting another unwanted comment. In this case your best bet may be to report this user. Many platforms including Yelp and Google allow you to report a review if you think it is an abuse of the system. Once it has been reviewed by one of their staff you will receive a decision.
Handling negative reviews is only a fraction of what is involved in monitoring and marketing your reputation positively. If your practice can use a little help with your reputation monitoring please feel free to reach out to us to discuss how Omni Medical Marketing can help you get your digital reputation to the point where it truly reflects how incredible, talented and hard working your entire team is!
“Be Pro Active”- Broken Down: How to Acquire More Positive Reviews (for your Medical or Dental Practice)
In the first part of this blog: Handling Negative Reviews for Medical & Dental Practices, we discussed the top three ways to address negative reviews about your practice, and the importance of having a strong presence on these platforms. With our second suggestion “be proactive”, you may have been thinking “right… easier said than done!”, but we are not going to leave you hanging there; The second part of this blog is going to go into a little more detail about how exactly you are able to go about acquiring more positive reviews, really giving all of your patients a chance to have their voices heard.
Asking for reviews can be tricky- on one hand you do not want to be pushy or come off as aggressive or desperate, but on the other hand you really want patience that have had an exceptional experience at your practice to share their experience on your website and their favorite review board. Our favorite tool for gracefully accomplishing this difficult task is our very own Via Omni Reputation Booster. This innovative tool allows you follow up with every patient after a procedure or important appointment via email to provide them a convenient and easy way to share their experience in your office. You would be surprised how many of your patients are willing to share their thoughts if you just ask! Our Reputation Booster Tool automatically updates your website with positive reviews, and directs those users to a page where they have the option to easily review your practice on their favorite review platform as well. Reviews that receive a lower score (bar set by each individual practice) will immediately be filtered and reported to your administration, providing you with instant access to addressing and hopefully rectifying that user’s concerns.
Creating incentive can also help motivate patients, or remind patients to review your practice and doctors once they are back in the comfort of their home. Motivation systems should be fun and rewarding, here is an example: “Don’t forget to review us to be entered in our monthly drawing to win a Sonicare Diamond Clean Toothbrush in the color of your choice, winners announced on the 1st Monday of every month”. Tangible/ physical reminders can go a long way. Handing out a simple “review us” card to your patients on their way out and being sure to personally request a review ads a certain dynamic that makes the request very personal, some individuals respond incredibly well to this type of connection.
If you would like to learn more about our Reputation Boosting Tool please do not hesitate to use the information below to reach out to one of our team members. We are more than happy to discuss how our tools support our philosophy and end goal help medical practices and dental practices be the absolute best that they can be. Omni Medical Marketing is a full service digital marketing company and we pride ourselves on having the ability to pair innovation with hard work in order to provide a comprehensive list of medical marketing solutions to both individual doctors and medical/ dental practices across the nation. Click Here to receive your complimentary website analysis and to request your practice’s free reputation boosting (& monitoring) quotes.
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