Negative patient reviews
Now let’s look at an example of a negative review and an appropriate response:
“I had a terrible experience at this doctor’s office. I waited over 45 minutes to be seen, the staff was rude, and no one was able to answer my questions. Plus, there’s nowhere to park. I don’t think I’ll return.”
Example response: “Thank you for your comment. The patient experience is important to us, which is why we aim to see all patients within 10 minutes of their scheduled appointment. We also offer valet parking behind the office building. Please give us a call at (800) 555-5555 so we can better assist you.”
In this response, the provider is careful not to apologize or admit fault, not to confirm that the reviewer is a patient, and not to reveal any personal information or details regarding their visit. They simply say thank you, reiterate a general office policy and information about the practice, and offer to move the conversation offline.