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How to (Not) address negative yelp reviews on your facility

August 6, 2016

Millions of people seek online reviews before eating on a restaurant on Yelp and now they can reference the site to make their selection on their healthcare provider.  Yelp is partnering with the not-for-profit investigative journalism organization ProPublica, which gathers statistics from its own research and the CMS. The data will appear in the “About this provider” box and will contain information including patient-satisfaction survey results for hospitals.  

 

Customer satisfaction is often viewed not by something undesirable happening, but by how it was addressed.  Forbes suggests four positive ways to address social media complaints and to be known for rapid and satisfying responses. 

  1. Don’t react defensively

  2. Reach out directly to online complainers

  3. Address the complaint quickly

  4. Make customer feedback a regular practice in communication

Social media sites can be used to demonstrate addressing of complaints in a positive and public way, but it is more delicate when private healthcare information is on the line.  Some healthcare facilities have responded with specific patient information that violates HIPAA regulations.  Patients feel as if this is a double offense that is unacceptable. 

 

Yelp’s senior director of litigation, Aaron Schur, said most reviews of doctors aren’t about the actual health care delivered but rather their office wait, the front office staff, and bedside manner.  Patients should be encouraged to post positive reviews and providers should respond-carefully- to negative ones. 

 

Source:  https://www.propublica.org/article/stung-by-yelp-reviews-health-providers-spill-patient-secrets

Uninspiring waiting room. nicholasjparr.com

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