68% of patients trust reviews more when they see both - good and bad ones.
It is also natural to have some concerns about receiving critical feedback.
Firstly, reviews with a star rating of less than 5.00 are not necessarily negative.
Reviews with different content and score ratings highlight the authenticity of the reviews and your transparency.
Secondly, negative reviews do happen but how you manage and respond to negative feedback says more about your service than a multitude of 5-star reviews.
Ignoring negative reviews can jeopardise your practice and replying in the wrong manner can leave a lasting effect on future patient opinions.
To reply to a review: go to Dashboard - > Reviews -> a specific review - > Reply.
There are a few things to keep in mind when responding:
Don't take it personally - You must reply in a calm courteous and non-confrontational manner as prospective patients will be able to view your response.
Apologise and acknowledge - Be sure to apologise for the patients' experience and thank them for their feedback.
Resolve it offline - Your response should offer a resolution and display empathy. Be sure to offer your business contact details so the patient can contact you to discuss the matter in a private setting.
By providing a concise reply that offers both empathy and resolution, you are displaying a high level of patient engagement and self-betterment which is a positive message for future patients.
Patients are more likely to disregard negativity that seems exaggerated or unreasonable, they will often overlook negative reviews if handled thoughtfully.
Please watch a one-minute video on how it works.