📡 Turning Negative Reviews into Opportunities!
Negative reviews can be tough, but they’re also a chance to shine! How you handle critical feedback can speak volumes about your service—often even more than a stream of glowing reviews.
🫴🏽 Why Negative Reviews Matter
Every practice gets critical feedback, but responding well can set you apart. A thoughtful reply can showcase your commitment to patient care and improvement.
🖊️ How to Respond to Negative Reviews
Ignoring negative reviews can hurt your practice, but responding poorly can leave a lasting impact. Here’s how to tackle them like a pro:
Stay Calm: Don’t take it personally. Future patients will see your response, so keep it professional and courteous.
Apologise and Acknowledge: Show empathy by apologising for their experience and thanking them for their feedback.
Take It Offline: Offer a resolution and provide contact details for private discussions to resolve the issue.
💥 The Impact of Your Response
A well-crafted response can:
Provide insights for improvement.
Highlight your engagement and dedication to patient satisfaction.
Demonstrate professionalism, helping future patients see how you handle criticism gracefully.
Mitigate exaggerated negativity when addressed properly.
Remember, studies show that patients are more likely to share positive experiences, so don’t let a few critical comments discourage you!
⏭️ What to Do Next: Responding and Reporting
For more tips, check out our article on How to Reply to Patient Reviews for effective response crafting.
If you suspect a review is fake or violates Doctify’s Terms and Conditions, gather evidence and either report it from your Dashboard or contact our team for assistance. For patient reviews that are unwanted, misleading, or defamatory, you can request their removal by following these steps:
Contact Doctify and provide the necessary details about the review and its circumstances so they can locate the specific feedback.
Once the review is identified, Doctify will remove it, and the review will no longer appear on the doctor's profile.
When you report a review, it temporarily disappears from your profile and is sent to the Doctify Governance Team. This team meets monthly to evaluate the review against our Terms and Conditions. During the governance process, external independent advisors participate alongside Doctify staff members to ensure an impartial assessment. This comprehensive review determines whether the flagged review complies with platform policies or requires permanent removal.
Temporary Removal and Investigation
Initially, the reported review is temporarily removed from the platform. This allows the clinical governance team to investigate the concern more effectively. The investigation includes gathering details and verifying the validity of the report.
Communication with You
The clinical governance team may contact you to request additional information or clarification regarding the reported review. It is important to monitor your correspondence to ensure you can provide the necessary details promptly.
Evaluation by the Clinical Governance Team
The reported review is reviewed during a Clinical Governance meeting. This involves Doctify staff and independent external advisors who carefully assess all evidence to decide whether the review should remain on the platform or be permanently removed. This step ensures a fair and unbiased evaluation process.
After their discussion, you'll be notified of their decision—whether the review will be removed or reinstated. Your input is important to us, and we're committed to ensuring a fair assessment! For transparency, Doctify ensures that all patient details remain anonymous throughout the investigation process and cannot be disclosed to maintain confidentiality.
If you have additional questions about the review process or need further assistance, the Doctify team is available to support you at any stage. Monitoring your correspondence ensures a smooth and efficient resolution process.
Handling negative reviews effectively can turn challenges into opportunities to show your commitment to exceptional patient care!