How should healthcare providers respond to a negative online review?
No practice will have perfect reviews, so don’t let one negative comment define your reputation.
Instead of reacting emotionally, respond calmly, professionally, and without revealing any patient information.
Never confirm someone is a patient or discuss their care, even if they identify themselves first.
A brief, generic response inviting the reviewer to contact your office is often the best approach, and sometimes, no response is better than engaging in a public argument.
Focus on building a strong collection of positive reviews, since prospective patients are influenced by the overall pattern, not a single negative comment.
And, it is also important to stay on top of the specific insurance rules by scheduling workshops or courses with American Acupuncture Council Network to update your team on billing rules and payer requirements.
The American Acupuncture Council Network is the expert with over 3 decades of experience dealing with a wide range of acupuncture billing issues.
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