Negative Online Patient Reviews: How to minimise the impact on your practice reputation.

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Our presentation at yesterday’s Cosmetex 2017 Practice Business Management session was a big hit.

 

The following slide in particular stirred up quite a buzz among the conference delegates.

We analysed over 6,000 responses to Patient Feedback surveys to identify the Top 10 issues that patients noted as unsatisfactory regarding their experience at cosmedical practices.

Top 10 Slide 2

 

Question: Which would you consider to be the better outcome?

  • Receiving a complaint directly from your patient, so it can be dealt with internally and discretely; or
  • Having the patient air their grievances publically, by posting them in an online forum, for everyone to see.

 

Something to think about.