Let’s talk a little bit about something that I’ve gotten a lot of questions about. Let’s talk about, what if I get a bad Google review?
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Greetings, friends, colleagues. This is Sam Collins, the coding and billing expert for acupuncture for you, for the American Acupuncture Council, and of course, for my AAC network members. Let’s talk a little bit about something that I’ve gotten a lot of questions about. Let’s talk about, what if I get a bad Google review?
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Let’s go to the slides. Let’s get into that. What if someone puts an online statement about you that’s false, bad, inflammatory, you name it? Let’s be careful. What if you do get a bad Google review? The first thing to do not let your emotion run away. When a patient makes a complaint or something less than flattering on an online platform, our immediate visceral response, of course, is going to be a little bit of anger because it is our integrity, and I do understand that.
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But you have to take a moment, take a breath, start to understand what’s going on and how to respond because no one’s ever going to have 100% good reviews. I’ve been to a lot of services and places that I think, “How did this person write a bad review?” Everyone’s experience is different, but remember, there’s a lot of reviews.
Here’s where we have to be careful. You are a healthcare provider. You are bound by HIPAA regulations, so be very careful. When the patient even identifies themselves and discusses their treatment, you should never, regardless of what they’ve done, even confirm the reviewer is a patient Don’t even get into it.
I saw that when you came today. No. You got to make sure that you do not discuss diagnosis, treatment, appointments, billing, or outcomes, nothing that I would identify them. So for the most part, it would be a very generic response, of course. Now, obviously, factual inaccuracies by revealing protected health information.
You may think that wasn’t true.” You can’t correct it. Again, you’ve got to always remember, your greater violation will be the issue of protected health information. You may have a much bigger lawsuit against you than just someone saying, “I didn’t like the office.” Be careful. Do not engage in any type of argument or back and forth.
It’s not worth it. It’s like arguing religion, politics. You’re not going to win that. So be careful. Always think of, “What is my best practice?” You get a bad review, you should have thousands of good reviews. Make sure they’re there. Make it available. Encourage reviews. Aid patients in making access. Maybe not the first visit they’ve come, but after a few, get a lot of reviews going.
I think something that a person can go through and see that there’s, hundreds of reviews, and you’ve got one or two that are bad, oh, come on. You ever been to a restaurant that was fantastic, but there’s still a couple of bad reviews because they didn’t like the waitress, or there was too long of a wait?
It’s a good restaurant. That’s why there is a wait. Now, sometimes the best practice is no response at all. But if a review is negative but not defamatory, okay. What if the reviewer is angry and likely to continue the dispute? Not worth it. You can tell by the way they’ve done it. They’re trying to prompt you a little bit.
And realize a response may draw more attention, and y- all of a sudden now, instead of there being that one response, you’ve got lines of responses, ’cause it’s gone back and forth, and they’re taking it even further. Realize often just putting something in there that just says, “We would love to address this with you.
Please, give us a call or reach out to us,” may be the best response. Prospective patients are more influenced by a pattern of reviews than a single review. I know that’s true for me. I don’t think I’ve ever not chosen something, oh, there was one bad review. I’m looking for a pattern. If I see a bunch, now I’m concerned.
But realize, never argue or be defensive. Never. Never. You’re never gonna win that. De-escalate it. Make them come to your side. When you choose to respond, first thing you do, take a breath Breathe in and think, “Okay, what’s the best way to respond?” Maybe give yourself a little time. Don’t respond right away.
Take some time. Keep your response brief, professional, and frankly, just generic. Being calm and generic will reflect well, as potential patients can see that the office remains professional even when you’re criticized. You ever see someone that when they’re being criticized, when they have a measured response, you’re like, “Ooh, wow.
That’s the type of person that I want to be.” I want you to be that way ’cause that’s what your patients are looking for. I don’t want a doctor that’s off the hinges. Now, what about someone that re- reported something that’s just false? Okay, demonstrably just way out of line. Preserve screenshots, okay? And then obviously check the platform policies.
Realize most are not gonna remove something. They really aren’t. Now, maybe something exceptionally defamatory, maybe, but I find most people have tried, they pretty much won’t, so that’s why I say always bury it. If you are going to say anything about, “I’m gonna sue,” or anything like that, please don’t do that until you’ve consulted legal counsel.
You don’t wanna make any statement you don’t already know the answer to. I’ll give an example. Both my son and daughter are attorneys, and when they’re in court, the one thing they’ve always told me is they never ask a question they do not already know the answer to. So before you start to make any statements about, “I’m going to sue you,” better make sure, “Do I have standing, and can I actually sue?”
Chances are probably not anyway. But I get it, because it’s your integrity. So make sure you stay calm, but also make sure your staff understands, too, because sometimes your staff is defensive for you. And remember, designate who’s gonna respond to these. Are you going to allow staff, or is it gonna be the doctor only?
Make a rule that no employee may disclose any patient information online under any circumstance. They’re not responding probably at all, but they have to follow the same rules, that responses should be approved by designated management, meaning by you. But again, I’m still gonna go back, should be us. And then when legal counsel should be consulted.
Before you make any statements, “Eh, is this something maybe I want some legal counsel.” Maybe you wanna check with your malpractice carrier. Remember, American Acupuncture Council does protect you for when there’s lawsuits against you or when patients… I’m not saying they’re gonna defend you for a bad review.
But should that person turn into something legal, they will be there to help you, and they are there to help. I will say responding to a bad review requires a calm, prompt however, and professional reproach. Your primary goal is not to argue, but to show potential customers, ’cause this one’s probably gone anyway, that you’re attentive, empathetic, and committed Focus on commitment to service and next steps to contact you directly.
Make sure they’re aware, “Oh, no, I- here’s how you get in touch with us.” More though, have a lot of other reviews. What I see too often is reviews get old. When you get a new patient or someone that’s come in that’s been helpful, encourage them. I know I certainly like to. If I’ve had a good service, I love to give them person a review.
Realize that is part of what we do in society now with the way we have online platforms. Give yourself a chance for that. The American Acupuncture Council, myself, we’re here for you. Network members, you’ve ever run into this, please contact me. Let’s do a one-on-one Zoom. If you’re not a member, think about it, because we’re really gonna be able to help you.
But wholeheartedly, we want to make sure you’re successful. Your practice is always gonna have challenges. We’re here to meet those challenges. Until next time, my friends.