Never has it been so important for us to create a positive experience for every patient! If an unhappy patient decides to leave your practice, they can taint your reputation very quickly.
Everyone has a mobile phone and can effortlessly leave negative feedback about your practice across multiple social media platforms with the click of a button.
In the past, if a patient had a negative experience in your practice, they would email, write a letter, or call. Now they’re more likely to post a review online and send a single message that may receive thousands of impressions.
What’s In a Google Search
Google search “dentist near me,” and one of the first things you will see are practice reviews. Online reviews influence the way patients think about your practice. Your reputation is shaped by what patients are saying in online reviews. Patients look at online reviews to vet how and where they find healthcare.
According to research from 1-800-DENTIST, 70% of consumers indicate online dentist reviews are equally important as a dentist’s professional credentials! While this may make you feel like you have little control over how potential patients perceive your brand, you can, and should be, actively participate in improving your online presence. One of the best ways to do so is by responding to your reviews.
By responding to positive, negative, and neutral reviews and applying best practices, you can make a positive impact on your brand reputation and even boost financial outcomes.
CURVE published a helpful blog for AADOM about reviews. Here are a few highlights.
Start with the three “A’s”:
ASPIRE to create a patient experience that people feel compelled to let others know about.
ASK for a review.
- 70% of consumers said they will leave a review for a business if they are simply asked to do so.
- It’s an all-team sport! All team members should be requesting reviews from patients before they are dismissed.
- Make the process easy for both you and your patients.
- Can patients easily click a link on their computer or smartphone to leave a review and/or comment?
Responding to Negative Reviews
Respond directly in the review platform with a thank you from you and your team for all reviews. Negative reviews are humbling and difficult to respond to. However, they give you the opportunity to improve your patient experience. Respond directly in the platform to show other potential patients that you value feedback and remain HIPAA compliant.
Create a 4-step formula to respond to any negative review.
- Thank you
- Minimize apologizing
- Focus on customer experience
- Provide CTA (Call To Action)
1. Thank you for sharing your feedback.
2. We’re sorry your experience didn’t match your expectations.
3. Because of privacy regulations, we cannot discuss the specifics of your comments publicly. However, we are committed to providing you with high-quality care and take your feedback very seriously.
4. Please review the private message we sent to you. Our Patient Experience Manager will call you to discuss your recent appointment. We would love to make things right if you give us another chance.
The Power of Answering Social Media Reviews
Responding to reviews while maintaining confidentiality demonstrates professionalism, patient dedication, and the provider’s action plan to make things right. By offering to take the conversation offline your practice indicates a genuine desire to solve the problem or misunderstanding.
Reversing a Negative Experience
According to Dr. David Rice, Co-Founder of Ignite DDS, every patient experience should have zero bias and influence from the previous patient! Furthermore, it takes ELEVEN or more positive experiences to overcome ONE negative.
Negativity is contagious and impacts the team and patient.
What started as one now becomes many negative experiences.
More Communication Tips About Negative Reviews
Watch the video below.