Confession #10 I have a negative review on one of the online directories and I’m not sure if I can delete it or how to handle it. Help!
I talk to HCA’s Web Services team and this is what they told me…
If a negative review is written about your practice on one of the online directories (HealthGrades, Vitals, Google Places, etc), you typically cannot delete it. There are two exceptions though:
1) The review is not about your practice (refers to a physician not associated with your practice, etc) and / or the review is completely outlandish (the physician killed my baby, etc) you can detest the review with the directory itself. Keep in mind that the decision to take down the review is ultimately left to the directory. In most cases, the review will not be taken down.
2) The review was made on your practice’s Facebook Page or Blog site. If the review was made on one of these two pages, you can delete it.
Typically, the best way to handle a negative review is to respond to it. Please note, in order to respond to the review (or to detest it), you will need to have “claimed” the profile. Click here for instructions on how to claim your online profiles.
When responding to a negative review, keep it simple. Apologize for the patient’s negative experience and request that they call the office to discuss further. Never get into a he said / she said debate with the patient online. Also be careful to not reveal PHI online when replying to the review.
If you already have positive reviews, one negative review won’t tarnish your reputation. Ask patients that your practice has a strong relationship with you to share their experience online.
For more information about how to handle a negative review contact HCAPS Social Media and Online Marketing Coordinator, Josephine Beeler, firstname.lastname@example.org.