How should I respond to negative reviews?

Negative and sometimes unfounded online reviews are not uncommon, and it's crucial for business owners to approach them thoughtfully. Healthcare providers face additional complexity in responding to such reviews due to the need to maintain patient confidentiality at all times.

So, what should you do if your practice receives a negative or false review? Proceed with caution.

Keep in mind that privacy laws are applicable. If you decide to respond, it's best to use broad language that encompasses all patients. For example, you can state, "Our office is dedicated to providing the best service to all our patients, and we strive to meet this goal. We encourage any patient who wishes to discuss their experience to contact us directly."

If you come across a negative review:

1. Take a step back: Close the computer, take a deep breath, and give yourself some time to think about it overnight.

2. Show empathy: Strive to adopt a caring and understanding tone in your response.

3. Respond professionally and promptly: Address the review in a timely manner, and aim to resolve the issue privately.

4. Demonstrate willingness to help: Express your willingness to assist and find a solution to the problem.

While crafting your response, consider the audience: It's not just the reviewer but also other individuals reading the review, including potential patients. How you present yourself matters. Do you want to come across as confrontational and angry, or understanding and genuinely concerned?

Let's consider two different responses to a negative review where the patient complained about rude staff and a dentist pushing unnecessary treatments:

Option 1: "You were rude; you screamed at our staff for no reason. As to treatment, your bruxism will certainly cause you dental problems down the road!"

Option 2: "Our practice has many loyal patients who have benefited from our care over the years. We always prioritize our patients' best interests. Please contact our office to discuss your concerns."

Option 1 may potentially violate HIPAA by confirming the patient's presence in the practice. On the other hand, Option 2 does not explicitly refer to a specific patient seeking treatment. By using general statements, you can help safeguard your practice from potential breaches of patient confidentiality laws.