Dentaltown January 2018 - 74
WHAT DO I SAY IN RESPONSE TO A NEGATIVE REVIEW?
Often, patients find value simply in being heard and
acknowledged. By responding to reviewers, dentists have a
chance to establish a genuine human connection-
and possibly even to change the patient's perspective for
the better.
Here are some recommended dos and don'ts when
responding to the negative reviews:
DON'T respond immediately. Give yourself some time
to let your emotions cool and write a reasoned reply.
DO thank the patient for providing feedback. Make a
specific reference to the review, indicating you've actually
read the patient's comments.
DON'T be defensive. Highlight your practice's strengths
and the quality of care you strive to achieve. Apologize
even if you believe you and your office did everything right:
"I sincerely hope we may be able to win your favor again,
because your experience does not at all reflect our standards
of patient care."
DO be timely. A late response can hurt the effectiveness
of your message. Healthgrades recommends replying within
two weeks, maximum, but if possible, the sooner you can
reply, the better.
DON'T let yourself become fixated on a negative review.
You can't control the thoughts and opinions of your patients,
even if you've put your best foot forward. Sometimes, a
negative review can improve your service level or weed
out patients who aren't the right fit for your practice. Also
keep in mind that if a patient is being unreasonable in his
feedback, other consumers will recognize it and discount
that person's criticism.
DO be willing to take the conversation offline, if
necessary. This allows providers to discuss more specific
details of the patient's case that they're unable to address
online because of HIPAA restrictions. Offering the patient
an email address where they can contact you directly
promotes transparency and fosters trust in you and your
practice.
In an average year, consumers will make
276 million doctor's appointments
through the Healthgrades platform.
Table of Contents for the Digital Edition of Dentaltown January 2018
Dentaltown January 2018 - Intro
Dentaltown January 2018 - Cover1
Dentaltown January 2018 - Cover2
Dentaltown January 2018 - 1
Dentaltown January 2018 - 2
Dentaltown January 2018 - 3
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Dentaltown January 2018 - Cover3
Dentaltown January 2018 - Cover4
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