How Doctors Can Handle a Negative Patient Review Online

How Doctors Can Handle a Negative Patient Review Online

Negative Review Online Response

Every medical practice will, at some point, experience a negative review or two. The key thing to do at this juncture is to remain calm and have a strategy in place.

Even the most patient-friendly practice with the best customer service policies will receive at least some negative reviews. At times, mistakes happen, or the employee or patient may just be having a bad day.

But at times like these, it is important to understand that a bad review is not the end of the world. In fact, it is likely the last chance that a practice will have to make amends and win back the patient.

By the Numbers

Interestingly, it is 25 times more costly to earn a new patient relative to retaining an existing one. This is a huge incentive to make a valiant effort to win back patients who are slipping away because of a negative experience.

First and foremost, you should understand what not to do. Regardless of whether the medical practice or the patient is at fault, it is up to the practice owner or manager to use their people skills and make amends, including apologizing to the patient, if necessary.

This needs to be done not only to pacify one disgruntled patient but also to ensure that all prospective patients who read the review develop a favorable impression of how the medical practice treats its patients. But how do you achieve that? It all depends on the owner response.

Do’s and Don’ts about Responding to Negative Reviews

You will need to monitor all of your review profiles routinely and act swiftly upon seeing a negative review. This is the primary part of your strategy. The second part will involve a carefully-crafted message you will post in response to the negative feedback. Some simple do’s and dont’s are as follows:


  • Put the blame on the patient
  • Shift blame onto your employees
  • Accuse the patient of falsification or exaggeration
  • Refuse to offer an apology
  • Refuse accountability
  • Use language that is unprofessional or rude
  • Respond with long and unwieldy messages
  • Respond to reviews that allege illegal activities; consult a lawyer if this ever happens


  • Offer a sincere apology for the patient’s bad experience
  • Show empathy to the distress they express
  • As the owner of the medical practice, express complete responsibility
  • Offer something that would help make amends if the patient would be so kind as to give you another opportunity (another service, a refund, etc.)
  • Express your complete commitment to resolving the issues that are raised and explain your intent to remedy them
  • Be straightforward and honest about the possible cause of the error
  • Convey to the patient that you eagerly invite in-person complaints going forward as you are committed to offering them an excellent experience

Keep your response short but sincere. Develop a personal strategy for identifying and responding to reviews in a manner that aligns with your practice policies and desire to excel.

It may surprise you to see how frequently a generous and empathetic response from the doctor will encourage the patient to update their feedback and even raise star ratings to reflect the improved perception of the care they have received.

Remember that you can also respond to positive reviews. You can express gratitude to an appreciative patient, and make them feel valued.

About CreativeTake Medical

CreativeTake Medical is a full-service Website Design and Digital Internet Marketing company with decades of combined experience in the medical and e-marketing industries.

We specialize in:

Contact Us Now

Free Website Analysis


New Website Design for Long Beach Lounge of Beauty Medical Spa

CreativeTake Medical Launches New Website:

CreativeTake Medical recently launched a new website for “Lounge of Beauty Medical Spa”. CT Medical is a leading search engine optimization and internet marketing firm. The firm possesses vast experience in website development by remaining true to the essence of business they are working for. The company has already developed several successful online marketing campaigns for dermatology sites across the United States and just did the same for Lounge of Beauty Medical Spa.

It’s vital to create patient-friendly sites especially for something as personal as body contouring. CT Medical understands that the only way to truly win over a patient’s trust is by focusing content and images on what the patients requires. While focusing on SEO efforts is important, broadening the horizon to include what prospective patients want is also necessary. This can be seen from the unique combination of search engine optimization efforts, site aesthetics and content strategy on this new site.

New Site for Dr. Solomon Laktineh

CreativeTake Medical built a new website for board certified pediatrician and neonatologist Dr. Solomon Laktineh, keeping in mind his passion for meeting and exceeding patients’ needs and his commitment to excellence. is a prime example of how subtle imagery and the right color palette in a website can be used for creating the desired effect on visitors.

Lounge of Beauty Medical Spa basically caters to patients hoping to enhance their personal appearance through non-surgical intervention. The website has everything a prospective patient may need to know on the Home page itself. However, it does have dedicated sections for introducing Dr. Laktineh and his staff and the procedures offered by them.

Content Focused on Patients’ Needs

CT Medical understands the need for adequate and appropriate content on a site. It is not enough to build a website and launch it. The job is done only when the site is able to convert visitors into patients. Like Dr. Laktineh focuses on patients’ needs, the site focuses on what they are looking for as well.

There are dedicated and detailed sections explaining the various services on offer. CT Medical created separate and distinct webpages explaining individual procedures in detail. Each webpage comes with its own specific call-to-action and a button to make it easier for patients to schedule an appointment.

Taking Commitment One Step Forward

Humans are easier persuaded when they see something rather than just being told about it. This is why CreativeTake Medical dedicated an entire webpage to procedural photos. The webpage succinctly called “Gallery” has individual sections to display images of different procedures.

The idea is to make it simple and easy for prospective patients to understand what particular procedures can do for them. This allows prospective patients to get an understanding of the procedure and schedule an appointment after making up their minds.

The experienced teams of web designers, content creators, and SEO specialists at CT Medical are committed to building high quality websites that inform, educate, and promote the target audience. We work with an aim to see our client websites achieve the top search rankings on Google Page One for all major keywords.

About CreativeTake Medical
CreativeTake Medical is a full-service Website Design and Digital Internet Marketing company with decades of combined experience in the medical and e-marketing industries.

We specialize in:

Contact Us Now

Free Website Analysis


Contact Us