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[Blog](https://info.onedoc.ch/en/blog/ "Go to Blog.") [All specialties](https://info.onedoc.ch/en/blog/all-specialties/ "Go to the All specialties Category archives.") 5 tips for responding to negative patient reviews # 5 tips for responding to negative patient reviews 25/11/2025 [All specialties](https://info.onedoc.ch/en/blog/all-specialties/)  Online reviews have become a must‑check when finding a healthcare professional in Switzerland. Beyond simply managing __your online reputation__, responding to online reviews is __an excellent way to be chosen by patients__. The good news: even negative reviews can become an opportunity if you know how to respond professionally. In this article, we give you __5 tips for responding to reviews on Google__ and other online platforms, as well as __ready‑to‑use response templates__.  [Find out how OneDoc helps you gain online visibility and be chosen by patients](#) ## why you should manage your reputation and respond to reviews online According to a [study we conducted in partnership with MIS Trend and Farner](https://info.onedoc.ch/wp-content/uploads/2025/06/Communique-de-presse-Enquete-OneDoc-Les-Suisses-approuvent-les-plateformes-de-sante-numeriques.pdf), online reviews have become a reflex for choosing a healthcare professional in Switzerland, particularly on Google for more than 60% of the population. Google makes it easy to compare different healthcare professionals __based on their ratings and comments left on their [Google Business Profile](https://info.onedoc.ch/en/blog/all-specialties/how-to-create-google-business-profile-for-healthcare-professionals/)__. Having a sufficiently high rating (ideally above 4.2) and positive reviews is therefore essential for managing your online reputation! ### tip #1: respond to all reviews, even negative ones Ignoring a negative review leaves room for interpretation. Responding shows you are __listening to your patients__ and can contribute to __improving your online reputation__. Regardless of the site (Google, Facebook, LinkedIn, etc.), we recommend: - __Respond promptly to all reviews,__ whether they are positive, neutral or negative - __Maintain a courteous and professional tone.__ No personal attacks — always remain kind, even in the face of negative feedback. - __Acknowledge the patient’s feelings__ (without accepting it all) - __Keep it short__: If the review doesn’t require context (for example if it’s positive), 3 to 5 lines will suffice. __Goal__: Mainly reassure future patients rather than just the person who left the comment. The idea is to build trust so that patients decide to book with you. Responding professionally to all reviews gives a strong image of your practice and shows you care about your patients. [](https://info.onedoc.ch/wp-content/uploads/2025/06/4-repondre-aux-commentaires-1.png) ####  How good is your digital presence right now? Take the test! [Test my digital presence](https://info.onedoc.ch/en/online-visibility-audit/) ### tip #2: protect medical confidentiality Even if the review is unfair, or if you’d like to add some context to “defend” yourself, medical confidentiality always comes first. __Avoid in your responses:__ - Mentioning the pathology, examinations, treatments - Recalling a specific date or elements of the medical file - Invoking the patient’s private life [](https://info.onedoc.ch/wp-content/uploads/2025/06/2-repondre-aux-commentaires-1.png) __Preferred phrasing:__ - “your consultation”, “your care”, “your appointment” - “We place great importance on welcome and organisation…” Feel free to __invite continued discussion privately__ by email or telephone rather than through a public review. __Goal:__ Respect medical confidentiality and the laws in force in Switzerland. ### tip #3: turn constructive criticism into improvement Not all negative reviews are necessarily problematic. Some point out __very concrete areas for improvement__: waiting times, reception, difficulties reaching the practice, etc. In those cases, the best strategy is simply to __take them into account__ and communicate that to your patients. You can briefly explain __what you are doing or will do to improve the situation described__ and optionally offer direct contact (phone or email) to discuss further improvements. __Useful phrasing:__ - “We are sorry to learn that your experience did not live up to your expectations.” - “Your feedback helps us improve our practice’s organisation.” - “Please feel free to contact us at \[number] to discuss further.” __Goal__: Show that you are responsive and able to reflect on your processes.  #### Boost your online presence with OneDoc | | | |----------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------| |  [Profile on OneDoc.ch](https://info.onedoc.ch/en/hub/onedoc-profile/) |  [“Book” button on Google](https://info.onedoc.ch/en/hub/book-online-google-button/) | |  [Partner health platforms](https://info.onedoc.ch/en/hub/partner-healthcare-platform/) |  [OneDoc Pro widget](https://info.onedoc.ch/en/hub/widget/) | [Request a demo](#) [](https://info.onedoc.ch/wp-content/uploads/2025/06/1-repondre-aux-commentaires-1.png) ### tip #4: handle abusive or clearly false reviews While some reviews are simply negative, others go too far: insults, defamatory comments, someone who was never a patient… At this point, you’re not dealing with a standard critique but __a violation of personality rights__. In these cases, you are entitled to report the review on the relevant platform (Google, social networks, etc.). This way the post can be removed and the review will not be counted. Note that this is not possible for reviews you merely dislike but __only those that are defamatory__ or that contain private information. If it’s not one of those cases, don’t waste time writing a long response: your priority is to request removal if the review is clearly out of line. [](https://info.onedoc.ch/wp-content/uploads/2025/06/5-repondre-aux-commentaires-1-1024x354.png) ### tip #5: organise yourself to respond quickly without spending your days on it So that managing reviews doesn’t become yet another burden, the key is to have a simple method. To this end, you can follow these __few best practices__: - Appoint a __person or team in charge__ who monitors and replies to reviews - Set a short turnaround: for example, __reply within 24–48 working hours__. - Create some __standard response templates__ (positive, negative objective, abusive/false, review without comment) which you personalise as needed. You can __use the examples in the next section__ to help you. To avoid discovering a review too late, we recommend __activating notifications on your various accounts__. Usually this is on by default. For __Google, simply [sign up here](https://www.google.ch/alerts?hl=fr)__. [](https://info.onedoc.ch/wp-content/uploads/2025/06/6-repondre-aux-commentaires-1-1024x492.png) ## ready‑to‑use response templates for reviews ### how to structure a standard response to a review? Whether the review is positive or negative, the __basic structure of your response__ can remain the same. This saves you time and ensures a consistent tone across all your profiles (Google, social networks, etc.). Here’s a simple structure in 5 steps: 1. __Personalised greeting__ Use the person’s name or title when it appears in the review. *__Example__: “Dear Mrs Schneider”* 2. __Thank‑you__ Show that you appreciate the person took the time to leave a review. *__Example__: “Thank you for taking the time to share your experience.”* 3. __Acknowledge the feeling or situation__ For a positive review, express your satisfaction. For a negative review, acknowledge the patient’s feeling, even if you don’t agree with everything. *__Examples__:* *__Positive__: “We are delighted to learn that you felt well cared for.”* *__Negative__: “We are sorry to learn that your experience did not live up to your expectations.”* 4. __Key message or general explanation__ Re‑emphasise your priorities (quality of care, welcome, organisation…) and if needed mention a planned improvement without going into medical detail. *__Example__: “We place great importance on welcoming our patients and your feedback helps us improve our organisation.”* 5. __Offer direct contact and closing courtesy__ Offer further discussion via a private channel (phone, email, appointment), especially in case of negative review, then end with a polite closing. *__Example__: “For reasons of confidentiality, we cannot discuss your situation here. Please feel free to contact us at \[number] or via email at \[address] so we can talk further.”* *“With kind regards,* *\[Name of practitioner/cabinet]”* You can adapt these responses according to the __usual tone__ you use on your different communication channels. [](https://info.onedoc.ch/wp-content/uploads/2025/06/3-repondre-aux-commentaires-1.png) ### template response for a positive review « Dear Mrs / Mr \[Name], Thank you very much for taking the time to leave this review. We are delighted to learn that you felt well cared for in our practice. Your feedback encourages us to continue improving the quality of our reception and care. With our best regards, \[Name of practitioner / practice] » ### template response for a negative review « Dear Mrs / Mr \[Name], Thank you for sharing your experience. We are truly sorry to learn that your visit to our practice did not live up to your expectations, particularly regarding \[*reason* (if it doesn’t compromise medical confidentiality, for example: the waiting time)]. We place great importance on the quality of care and on the organisation of our consultations. Your feedback will help us improve these aspects. With our kind regards, \[Name of practitioner / team] » ## retain control of your reputation by responding to online reviews Responding to negative reviews is never pleasant, but it has become a __key element in your relationship with patients__. By remaining __professional__ and __respectful of medical confidentiality__, you can turn sometimes difficult comments into __improvement opportunities__ and proof of your seriousness for future patients.  [Connect with our experts and discover how OneDoc helps you gain visibility](#) [](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Fresponding-to-negative-patient-reviews%2F "Share on Facebook")[](https://x.com/intent/post?url=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Fresponding-to-negative-patient-reviews%2F "Share on X")[](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Fresponding-to-negative-patient-reviews%2F "Share on LinkedIn") ### On the same topic [](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [How to communicate with aggressive patients](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/) [](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/) [](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/ "How can you communicate effectively with patients? 5 tools that can help you in your daily work") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [How can you communicate effectively with patients? 5 tools that can help you in your daily work](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/ "How can you communicate effectively with patients? 5 tools that can help you in your daily work") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/) [](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") - [Hospital](https://info.onedoc.ch/en/blog/hospital/) ##### [Improving patient communication in Swiss hospitals: 7 key strategies](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") [Read the article](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/) [](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [How to communicate with aggressive patients](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/) [](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/) [](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/ "How can you communicate effectively with patients? 5 tools that can help you in your daily work") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [How can you communicate effectively with patients? 5 tools that can help you in your daily work](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/ "How can you communicate effectively with patients? 5 tools that can help you in your daily work") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/) [](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") - [Hospital](https://info.onedoc.ch/en/blog/hospital/) ##### [Improving patient communication in Swiss hospitals: 7 key strategies](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") [Read the article](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/) [](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [How to communicate with aggressive patients](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/ "How to communicate with aggressive patients") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/aggressive-patients/) [](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/) prev next ##### About OneDoc - [Our Mission](https://info.onedoc.ch/en/our-mission/) - [Privacy policy](https://privacy.onedoc.ch/fr) - [Cookie policy](https://info.onedoc.ch/en/cookie-policy/) [Consent management](javascript:Didomi.preferences.show%28%29) ##### Our websites - [pro.onedoc.ch: app for healthcare professionals](https://pro.onedoc.ch/fr/) - [onedoc.ch: online booking platform](https://www.onedoc.ch/fr/) - [myhealth.onedoc.ch: health blog](https://myhealth.onedoc.ch/fr/) ##### Languages - 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