You might be thinking, ‘Negative reviews are bad. There’s no way they can be a good thing for my practice.”
And to be clear, if you only have negative reviews then yes, they’re definitely bad for your online reputation. However, having a few sprinkled between your positive reviews is not the end of the world.
In fact, having a few negative reviews might actually improve the way prospective and current patients view your practice. And here’s why:
Consumers use reviews to make decisions. And when trying to make a decision about a healthcare provider, whether for elective or routine procedures, reviews are what helps set you apart.
So when a prospective patient gets to a negative review, they’re more likely to perk up and read through the whole thing. They’re looking for key points that confirm or deny items they’re looking for in a provider.
For example, if you don’t accept insurance at your practice, it’s possible you might receive some negative reviews from people who are upset about having to pay out of pocket. However some prospective patients might not care that you don’t accept insurance because they’re willing to pay for top-notch care. This kind of negative review won’t affect their decision to contact you and also gives them more information about your practice.
It’s also important to point out that consumers do a fair amount of research before they make a decision. And they pick up on things as they’re doing their research. So what do you think they suspect when they don’t see any bad reviews about your practice?
Well, 95% of consumers will suspect censorship or that your reviews are fake. That’s definitely not something you want associated with your brand.
Negative reviews are a part of being in business. Not everyone is going to be happy with your services, products, team, or processes all of the time. And that’s okay! However there’s a right way and a wrong way to handle the negative reviews.
Negative reviews might seem bad at first glance. But they can actually positively influence prospective patients into becoming current patients if handled the right way.
MDidentity has great features to assist with timely, HIPPA compliant and template online review responses. If you need help monitoring, responding and managing your reviews so you can respond within 24 hours, MDidentity can help. Learn more about our review monitoring and response software to see how we can help you improve your online reputation.