It is important to address every online review—good or bad—publicly so that others reading the review will know you are responsive to patient communication and concerns. Here are some simple steps to addressing a bad review, potentially resolving the patient’s complaint and showing possible future patients how you deal with patient concerns. Keep your cool As much as we want to think that we do the best we can for every patient, we do make mistakes, said Mary Pat Whaley, founder and president of Manage My Practice. “I spoke with a patient recently and told her the practice had failed to send her prescription in and she was dumbfounded,” she said. The patient was surprised and pleased the practice owned up to the error. Read it again “First blush reads… . . . read more.
