How to respond to negative patient reviews

With 96% of patients actively seeking negative reviews for authenticity (compared to 85% in 2018), and 95% of unhappy individuals returning to a practice if their issue was resolved quickly and efficiently, it’s evident that negative reviews are not something to be afraid of but rather embraced.

In today’s digital healthcare landscape, they present opportunities for growth and improvement, serving as valuable insights to enhance your practice and demonstrate your commitment to positive patient experiences. 

In this blog, we will explore best practices for responding to negative patient feedback.

Why patients leave negative reviews

Striving to provide top-notch experiences for patients is an ongoing commitment, yet sometimes, despite your best efforts, situations don’t unfold as planned. At Doctify, we’ve delved into the realm of negative patient reviews and uncovered a mix of powerful emotions, including disappointment, stress, anxiety, confusion, and frustration. These feelings usually stem from unmet expectations, triggered by issues like insufficient information, unmanaged expectations, poor communication, and limited opportunities to ask questions. 

Patients sharing negative feedback aren’t typically aiming to be critical but rather to offer authentic insights as a heads-up for fellow patients, guiding them in making informed choices. Patients also share these negative experiences with the genuine intention of helping healthcare providers in improvement. They trust that providers will acknowledge and utilise their feedback to enhance future experiences. 

For healthcare providers, negative reviews should be seen not as setbacks but as invaluable opportunities for growth and refinement. Review Trackers highlights that 45% of consumers are more likely to support businesses that demonstrate responsive actions to negative feedback. Embracing negative feedback, therefore, becomes a strategic pathway for providers, not only to build trust and retain patients but also to showcase an unwavering commitment to the continuous improvement of healthcare services.

Find out more about how patient feedback can improve healthcare.

53% of patients expect providers to respond to negative feedback within one week

Navigating the delicate task of responding to negative feedback can be challenging, as finding the right words can be tricky. But, it’s crucial for providers not to ignore this feedback. According to PatientPop, over half of those who don’t reply to negative feedback think it won’t make a difference. However, research contradicts this notion; patients expect their providers to address their concerns. Typically, an unhappy patient simply wants to be heard and acknowledged. The quality of your response can significantly impact your online reputation and reengage the dissatisfied patient.

PatientPop research indicates that when a provider responds to negative feedback, the rate of satisfied patients almost doubles, increasing to 99%.

And, as patients voice the expectation of receiving responses from healthcare providers within one week, acknowledging and promptly addressing negative feedback becomes imperative. Despite the challenge in crafting a response, ignoring such feedback can have lasting implications on a practice’s reputation and patient trust.

How to respond to negative patient feedback

Responding to negative patient feedback is a delicate art that requires tact and empathy. Here are some strategies to effectively navigate and address negative reviews:

1. Timely response

In addressing patient feedback, the timing of your response is crucial. Instead of reacting immediately, take a moment to compose a thoughtful reply to negative reviews within a 48 to 72-hour window. This timeframe demonstrates your commitment to promptly addressing concerns, fostering a responsive and patient-centric atmosphere.

• Take the time to plan your response, allowing thoughtful consideration of the feedback and ensuring your reply aligns with the intended tone.
• Avoid becoming defensive or angry. Remember, it’s not a personal attack; it’s an opportunity for improvement.
• Avoid public apologies that may be construed as an admission of a mistake. Instead, focus on addressing concerns and showcasing your commitment to improvement.
• Keep your responses concise and to the point. Short and sweet messages resonate better and maintain a positive tone.

2. Express gratitude 

Start your response by expressing gratitude for the patient’s feedback. Thank them for taking the time to share their thoughts, emphasising that their insights are crucial for continually improving services to meet patient expectations and needs.

Example 1. “Thank you for sharing your experience with us. We appreciate your honesty and the opportunity to better understand your perspective.”

Example 2. “Thank you for taking the time to provide feedback. Your comments play a crucial role in our continuous improvement journey, contributing to the overall enhancement of the care we provide. We genuinely appreciate your valuable input.”

3. Acknowledge concerns

Acknowledge the specific concerns raised by the patient. Demonstrating that you have carefully considered their feedback shows that you take their experience seriously.

Example 1. “Thank you for raising concerns about [specific issue]. Your feedback is invaluable, and we take it seriously. Understanding the challenges you faced helps us improve our processes, and we are committed to ensuring a smoother experience for all patients. Your insights are greatly appreciated.”

Example 2. “Appreciate you sharing feedback on [specific issue] from your recent experience. We take your insights seriously and are committed to addressing and enhancing our processes for a smoother patient experience. Thank you for your valuable input.”

4. Offer to resolve

Let the patient know that you are committed to their well-being and satisfaction. Offer a solution or invite them to contact your office directly to discuss the matter further. This demonstrates a proactive approach to resolving issues and a dedication to a high level of care.

Example 1. “I’d be happy to arrange a follow-up appointment to discuss your concerns further, whether in person or virtually. Your satisfaction is our priority, and we’re dedicated to resolving any issues to meet your expectations.”

Example 2. “I want to assure you that your concerns are important to us, and we are committed to finding a resolution. Please reach out directly so that we can have a follow-up discussion. Your feedback is valuable, and we’re here to ensure your experience with us is positive and addresses any issues you’ve raised.”

Monitor your patient feedback with Doctify

To maintain a positive online presence, active feedback monitoring is essential. Doctify empowers you not only to take charge of your online reputation but also to streamline the feedback collection process. By implementing automated feedback collection, you gain immediate insights into your patients’ thoughts about the care they received, fostering a diverse and well-balanced array of reviews.

Automating my feedback links means that I now have access to a consistent flow of reviews that are always up-to-date. With Doctify, I also receive an email if I get a review of 3 stars or less so that I can make sure I reply and put steps in place to make their experiences better in the future. Patients really appreciate it when doctors take a complaint seriously and respond. A negative review can actually play in our favour.

Prof.-Priv.-Doz. Dr. Harald K. Widhalm

This increased frequency of feedback allows you to pinpoint and enhance areas crucial to your patients. Moreover, automation simplifies tracking improvements in your practice. Swift feedback collection enables you to instantly evaluate the impact of changes in the patient experience, promptly identifying and resolving potential gaps in care to prevent negative experiences.