Clinic with negative patient reviews

Things you can do with a Clinic with negative patient reviews

Contents

1. Search for negative reviews
2. How do you respond to negative reviews?
3. Should not to be done
4. Recommendations for dealing with negative reviews

The best patient of any clinic is a patient who comes by recommendation.

Today, the ideal field for finding recommendations is the Internet, namely, sites (forums, pages in social networks) that post reviews of medical institutions.

According to statistics of recent years, about 20-30% of users, before contacting a private medical institution, look for feedback from other patients at the clinic they are interested in.

The feedback analysis system is as follows: if the service provided is expensive, the patient spends more time thinking about whether or not to use this service. At the same time, the patient is looking for other reviews to get as much information about the clinic as possible.

Suppose that the "N" clinic is dominated by negative reviews. How many sales does it lose? Approximately the same 20-30%. In order to avoid such losses, the management of the clinic must develop a clear strategy to deal with negative reviews.

First of all, we should accept the fact that negative reviews are inevitable, no matter how good the clinic is. A person by his or her biosocial nature is more likely to express a negative (social) emotion than a positive one in order to attract public attention to a problem.

Search for negative reviews

To begin with, enter the following query in the search box: "Clinic name, city, reviews".

A list of sites with customer reviews will appear in front of you.

Most of the reviews are placed in catalogs. And, it is in them, you should leave answers on behalf of your clinic. Many sites are equipped with a system of notification of new reviews. This will greatly facilitate the work on the search for negative information about the clinic.

How to respond to negative reviews?

The reason for a negative response can be anything: increased expectations of the result of treatment, "bad" treatment of the institution staff, etc. Such reviews are easy to calculate - visitors write about the work of specialists, the room, the services provided.

When responding to reviews of this order, it is worth "push" on the specifics:

- what kind of specialist has behaved wrong?

- what did not like about the room?

- which service seemed unnecessarily expensive/not useful?

- how can we help you?

The point of this appeal is that those reading these reviews will be able to see your concern for the patient; that you are not indifferent to your visitors. And most importantly: You want to understand the problem and try to solve it.

Reviews may raise really serious questions: wrong ways of treatment and diagnosis, "pattern" work of the registry, the qualification of specialists, etc.

Such feedback requires the most correct and accurate answer. Here it is necessary, perhaps, to eliminate the very reason inside the organization.

An example of a correct answer:

"Thank you for your comments. We appreciate the constructive criticism", - further you describe the detailed answer to the problem that you promise to eliminate.

What you should not do

1. Do not call your clients "patients." Most people associate this term with a disease and therefore have a negative perception of this kind of treatment.

2. Always write wisely. Grammar and lexical errors give the impression of a low level of the whole clinic.

3. do not refer patients to "some kind of guidance" to solve a particular problem. This will create the impression of typical Russian paperwork and plaque of formalism.

4. Do not be rude or argue.

5. Don't be deceived. Then it will be very difficult to restore their reputation.

Recommendations for dealing with negative reviews

1. Do not remove negative reviews. If a page is made up of super positive reviews, there is clearly something wrong with it.

2. Respond to every negative review because one negative review left unattended is one lost customer.

3. be patient: explain to the client every detail he is interested in. Perhaps he simply does not understand the specifics of your clinic.

4. If it is possible to answer the client in person (in social networks, or by e-mail), it should be done. This way of communication will show that the client's opinion is not indifferent to the clinic.

5. Try to solve the problem: offer a discount on the service, or offer to pass it for free.

6. If in the process of correspondence, it becomes clear that the problem is solved, politely ask to remove the negative feedback. Most likely, the opponent will agree.

7. You can add a negative comment to the ban and delete the message. However, this will not solve the problem itself. As a rule, such sanction is applied to those who break the rules of the forum - leave their posts, guided by the desire to argue and scandal.