• How to handle negative reviews

    As patients increasingly use online reviews to express their opinions about their medical care and search for doctors, practices need to be paying attention to this information. Brett Robinson, MD, FAAFP, of Salem, Ore., recommends the following approach to neutralize negative reviews:

    1. Monitor and respond to them. “I have turned off the ability for patients or other visitors to post on my clinic's Facebook page, so I don't have to monitor reviews there,” says Robinson. “Google reviews are more important, so I respond to negative reviews with comments such as, ‘We work hard and appreciate your feedback, which has helped us grow.’”

    2. Encourage more patients to post reviews. “I do this by periodically posting a notice in the waiting room window with a QR code patients can scan with their mobile device and link to the Google review page for our clinic,” he says. “I also offer a $5 gift card to a local café to anyone who leaves a review (positive or negative, although we request that patients let us know directly if they have a concern).”

    Read more Practice Pearls from your colleagues. Got a pearl you’d like to share? Comment below or send it to FPM.

    Posted on Apr 10, 2019 by FPM Editors

    Disclaimer: The opinions and views expressed here are those of the authors and do not necessarily represent or reflect the opinions and views of the American Academy of Family Physicians. This blog is not intended to provide medical, financial, or legal advice. All comments are moderated and will be removed if they violate our Terms of Use.