Advice for Dealing With Negative Yelp and Google Reviews

February 22, 2021

You work hard to build a successful medical practice and establish an excellent reputation. In today’s world where many potential patients choose a medical practice based on the online reviews of previous patients, it is critical to know how to handle negative reviews. Learning about patient review management can help you not only deal with poor reviews but also grow your practice. 

How reviews affect search engine rankings

The algorithm Google uses when someone searches for your practice pulls reviews from many platforms such as Yelp, Google, and Facebook. While one bad review on Google may not be enough to disrupt your ranking, one patient who leaves a negative review across multiple platforms can cause your ranking to fall. All it takes is a few patients with a negative perception of your practice to leave reviews on several websites, and your ranking, as well as the reputation and credibility of your practice, can suffer. Because of this, it is critical to handle poor reviews quickly and professionally. 

Turning negative reviews into a positive patient experience

According to the Harvard Business Review, bad reviews can actually be good for business when handled correctly. Here is how this can be accomplished. 

Respond to the review in a timely manner

Ignoring a negative review is the worst thing you can do. Silence only reinforces the patient’s perception that you and your practice do not care about them. However, it is equally important to plan your response carefully and understand the patient’s situation before responding. 

Properly assess the situation

Taking the time to figure out what went wrong can not only allow you to respond appropriately but also help you prevent similar situations from occurring in the future. Ask questions of your staff about what was said or done that perhaps could have been misinterpreted. If there is any recorded correspondence, such as phone calls, voice mails, or emails, listen to or read through those to better understand what happened. 

Make the situation right

When a bad review is handled correctly, it shows your dedication to patient experience and care. It can be reassuring for potential patients to understand that if there are any incidents during an appointment or procedure, they will be taken seriously and dealt with correctly. 

Express your gratitude to the customer

Every unhappy patient is an opportunity to make your practice better. Many times, patients who have a poor experience never take the time to leave a review. Rather, they will avoid your practice or speak poorly of it to others. By leaving a review, the patient gives you the chance to make things right and earn back their trust. Saying thank you to a patient is a wonderful way to bring closure to a potentially disruptive situation.

Improve your online presence 

With an increasing number of people looking at online reviews and top-ranked business listings, strategic SEO for medical practices can have a tremendous impact on your practice. Our trained team members at Doctor Genius are here to help you improve not only your Google ranking but also your social media presence, website maintenance, and more. This allows you to focus on other areas such as patient acquisition, care, and retention. Discover more about the additional services we offer right now by contacting a team member

Doctor Genius, located at 16800 Aston Street, Suite 270, Irvine, CA 92606, provides a range of services for practice success. We seek to meet our clients’ needs by providing a variety of marketing, SEO, practice optimization tools, and coaching to transform the healthcare experience. Though we work to provide the most accurate information, the content found on this website is solely intended for entertainment purposes. Therefore, we cannot guarantee that the information provided is entirely correct. You may not use the information on this site to cure, prevent, or diagnose a perceived medical issue. If you have healthcare-related needs, please speak directly to a healthcare professional. Never self-perform medical treatments discussed on this website. All images displayed are also for entertainment purposes only, and personal experiences may differ. Please note that the business tactics mentioned on this site might not be applicable to your industry or practice.