{"id":13016,"date":"2025-11-25T07:25:04","date_gmt":"2025-11-25T05:25:04","guid":{"rendered":"https:\/\/info.1doc.ch\/comment-repondre-aux-commentaires-des-patients-sur-internet-guide-de-meilleures-pratiques-a-mettre-en-application\/"},"modified":"2025-11-25T17:04:54","modified_gmt":"2025-11-25T15:04:54","slug":"responding-to-negative-patient-reviews","status":"publish","type":"post","link":"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/responding-to-negative-patient-reviews\/","title":{"rendered":"5 tips for responding to negative patient reviews"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;&#8221; el_class=&#8221;btf-a&#8221;]Online reviews have become a must\u2011check when finding a healthcare professional in Switzerland. Beyond simply managing <strong>your online reputation<\/strong>, responding to online reviews is <strong>an excellent way to be chosen by patients<\/strong>. The good news: even negative reviews can become an opportunity if you know how to respond professionally. In this article, we give you <strong>5 tips for responding to reviews on Google<\/strong> and other online platforms, as well as <strong>ready\u2011to\u2011use response templates<\/strong>.[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1763650396637{margin-top: 50px !important;margin-bottom: 50px !important;}&#8221; el_class=&#8221;popmake-18523&#8243;]<\/p>\n<p style=\"text-align: center; font-size: 25px;\">\ud83d\udc49 <a href=\"#\">Find out how OneDoc helps you gain online visibility and be chosen by patients<\/a><\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763646150187\" ><h2 class=\"separator_off\" >why you should manage your reputation and respond to reviews online<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1763646155676{margin-bottom: 50px !important;}&#8221;]<\/p>\n<p>According to a <a href=\"https:\/\/info.onedoc.ch\/wp-content\/uploads\/2025\/06\/Communique-de-presse-Enquete-OneDoc-Les-Suisses-approuvent-les-plateformes-de-sante-numeriques.pdf\">study we conducted in partnership with MIS\u202fTrend and Farner<\/a>, 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 <strong>based on their ratings and comments left on their <a href=\"https:\/\/info.onedoc.ch\/fr\/blog\/toutes-les-specialites\/creer-fiche-google-business-sante\/\">Google\u202fBusiness\u202fProfile<\/a><\/strong>. Having a sufficiently high rating (ideally above 4.2) and positive reviews is therefore essential for managing your online reputation!<\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763652539651\" ><h3 class=\"separator_off\" >tip\u202f#1: respond to all reviews, even negative ones<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763652758581{margin-bottom: 50px !important;}&#8221;]Ignoring a negative review leaves room for interpretation. Responding shows you are <strong>listening to your patients<\/strong> and can contribute to <strong>improving your online reputation<\/strong>.<\/p>\n<p>Regardless of the site (Google, Facebook, LinkedIn, etc.), we recommend:<\/p>\n<ul>\n<li><strong>Respond promptly to all reviews,<\/strong> whether they are positive, neutral or negative<\/li>\n<li><strong>Maintain a courteous and professional tone.<\/strong> No personal attacks \u2014 always remain kind, even in the face of negative feedback.<\/li>\n<li><strong>Acknowledge the patient\u2019s feelings<\/strong> (without accepting it all)<\/li>\n<li><strong>Keep it short<\/strong>: If the review doesn\u2019t require context (for example if it\u2019s positive), 3 to 5 lines will suffice.<\/li>\n<\/ul>\n<p><strong>Goal<\/strong>: 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.[\/vc_column_text][vc_single_image image=&#8221;13004&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; kd_background_overlay=&#8221;true&#8221; css=&#8221;.vc_custom_1757663803556{margin-top: 50px !important;margin-bottom: 50px !important;padding-top: 30px !important;padding-bottom: 30px !important;border-radius: 10px !important;}&#8221;][vc_column_inner]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h4 class=\"separator_off\" >\ud83d\udd0e How good is your digital presence right now?<br \/>\nTake the test!<\/h4><\/header><a  href=\"https:\/\/info.onedoc.ch\/en\/online-visibility-audit\/\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color hover_solid_secondary button-center button-action-link\" ><span class=\"prim_text\">Test my digital presence<\/span><\/a>[\/vc_column_inner][\/vc_row_inner]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763646112638\" ><h3 class=\"separator_off\" >tip\u202f#2: protect medical confidentiality<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763652851944{margin-bottom: 50px !important;}&#8221;]<\/p>\n<p data-pm-slice=\"1 1 []\">Even if the review is unfair, or if you\u2019d like to add some context to \u201cdefend\u201d yourself, medical confidentiality always comes first.<\/p>\n<p><strong>Avoid in your responses:<\/strong><\/p>\n<ul>\n<li>Mentioning the pathology, examinations, treatments<\/li>\n<li>Recalling a specific date or elements of the medical file<\/li>\n<li>Invoking the patient\u2019s private life<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_single_image image=&#8221;13012&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;][vc_column_text css=&#8221;.vc_custom_1763652817377{margin-bottom: 50px !important;}&#8221;]<strong>Preferred phrasing:<\/strong><\/p>\n<ul>\n<li>\u201cyour consultation\u201d, \u201cyour care\u201d, \u201cyour appointment\u201d<\/li>\n<li>\u201cWe place great importance on welcome and organisation\u2026\u201d<\/li>\n<\/ul>\n<p>Feel free to <strong>invite continued discussion privately<\/strong> by email or telephone rather than through a public review.<\/p>\n<p><strong>Goal:<\/strong> Respect medical confidentiality and the laws in force in Switzerland.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763652894631\" ><h3 class=\"separator_off\" >tip\u202f#3: turn constructive criticism into improvement<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763654115266{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Not all negative reviews are necessarily problematic. Some point out <strong>very concrete areas for improvement<\/strong>: waiting times, reception, difficulties reaching the practice, etc.<\/p>\n<p>In those cases, the best strategy is simply to <strong>take them into account<\/strong> and communicate that to your patients. You can briefly explain <strong>what you are doing or will do to improve the situation described<\/strong> and optionally offer direct contact (phone or email) to discuss further improvements.<\/p>\n<p><strong>Useful phrasing:<\/strong><\/p>\n<ul>\n<li>\u201cWe are sorry to learn that your experience did not live up to your expectations.\u201d<\/li>\n<li>\u201cYour feedback helps us improve our practice\u2019s organisation.\u201d<\/li>\n<li>\u201cPlease feel free to contact us at [number] to discuss further.\u201d<\/li>\n<\/ul>\n<p><strong>Goal<\/strong>: Show that you are responsive and able to reflect on your processes.[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; kd_background_overlay=&#8221;true&#8221; css=&#8221;.vc_custom_1757663803556{margin-top: 50px !important;margin-bottom: 50px !important;padding-top: 30px !important;padding-bottom: 30px !important;border-radius: 10px !important;}&#8221;][vc_column_inner width=&#8221;1\/3&#8243; offset=&#8221;vc_hidden-xs&#8221;][vc_single_image image=&#8221;20931&#8243; img_size=&#8221;&#8221; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title   \" ><h4 class=\"separator_off\" >Boost your online presence with OneDoc<\/h4><\/header>[vc_column_text css=&#8221;&#8221;]<\/p>\n<table style=\"width: 100%; border: none;\">\n<tbody style=\"border: none;\">\n<tr style=\"border: none;\">\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/fr\/hub\/profil-onedoc\/\">Profile on OneDoc.ch<\/a><\/td>\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/fr\/hub\/bouton-reserver-sur-google\/\">\u201cBook\u201d button on Google<\/a><\/td>\n<\/tr>\n<tr style=\"border: none;\">\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/fr\/hub\/plateformes-sante-partenaires\/\">Partner health platforms<\/a><\/td>\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/fr\/hub\/widget\/\">OneDoc\u202fPro widget<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text]<a  href=\"#\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color hover_solid_secondary btn-align-left button-action-link    popmake-18722\" ><span class=\"prim_text\">Request a demo<\/span><\/a>[\/vc_column_inner][\/vc_row_inner][vc_single_image image=&#8221;12988&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763648237557\" ><h3 class=\"separator_off\" >tip\u202f#4: handle abusive or clearly false reviews<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763654245433{margin-bottom: 50px !important;}&#8221;]While some reviews are simply negative, others go too far: insults, defamatory comments, someone who was never a patient\u2026 At this point, you\u2019re not dealing with a standard critique but <strong>a violation of personality rights<\/strong>.<\/p>\n<p>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 <strong>only those that are defamatory<\/strong> or that contain private information.<\/p>\n<p>If it\u2019s not one of those cases, don\u2019t waste time writing a long response: your priority is to request removal if the review is clearly out of line.[\/vc_column_text][vc_single_image image=&#8221;13000&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1763648451499\" ><h3 class=\"separator_off\" >tip\u202f#5: organise yourself to respond quickly without spending your days on it<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763654377105{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]So that managing reviews doesn\u2019t become yet another burden, the key is to have a simple method. To this end, you can follow these <strong>few best practices<\/strong>:<\/p>\n<ul>\n<li>Appoint a <strong>person or team in charge<\/strong> who monitors and replies to reviews<\/li>\n<li>Set a short turnaround: for example, <strong>reply within 24\u201348 working hours<\/strong>.<\/li>\n<li>Create some <strong>standard response templates<\/strong> (positive, negative objective, abusive\/false, review without comment) which you personalise as needed. You can <strong>use the examples in the next section<\/strong> to help you.<\/li>\n<\/ul>\n<p>To avoid discovering a review too late, we recommend <strong>activating notifications on your various accounts<\/strong>. Usually this is on by default. For <strong>Google, simply <a href=\"https:\/\/www.google.ch\/alerts?hl=fr\" target=\"_blank\" rel=\"noreferrer noopener\">sign up here<\/a><\/strong>.[\/vc_column_text][vc_single_image image=&#8221;12996&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1763648751830\" ><h2 class=\"separator_off\" >ready\u2011to\u2011use response templates for reviews<\/h2><\/header><header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1763649448167\" ><h3 class=\"separator_off\" >how to structure a standard response to a review?<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763654542904{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Whether the review is positive or negative, the <strong>basic structure of your response<\/strong> can remain the same. This saves you time and ensures a consistent tone across all your profiles (Google, social networks, etc.).<\/p>\n<p>Here\u2019s a simple structure in 5 steps:<\/p>\n<ol>\n<li><strong>Personalised greeting<\/strong><br \/>\nUse the person\u2019s name or title when it appears in the review.<br \/>\n<em><strong>Example<\/strong>: \u201cDear Mrs\u202fSchneider\u201d<\/em><\/li>\n<li><strong>Thank\u2011you<\/strong><br \/>\nShow that you appreciate the person took the time to leave a review.<br \/>\n<em><strong>Example<\/strong>: \u201cThank you for taking the time to share your experience.\u201d<\/em><\/li>\n<li><strong>Acknowledge the feeling or situation<\/strong><br \/>\nFor a positive review, express your satisfaction. For a negative review, acknowledge the patient\u2019s feeling, even if you don\u2019t agree with everything.<br \/>\n<em><strong>Examples<\/strong>:<br \/>\n<strong>Positive<\/strong>: \u201cWe are delighted to learn that you felt well cared for.\u201d<br \/>\n<strong>Negative<\/strong>: \u201cWe are sorry to learn that your experience did not live up to your expectations.\u201d<\/em><\/li>\n<li><strong>Key message or general explanation<\/strong><br \/>\nRe\u2011emphasise your priorities (quality of care, welcome, organisation\u2026) and if needed mention a planned improvement without going into medical detail.<br \/>\n<em><strong>Example<\/strong>: \u201cWe place great importance on welcoming our patients and your feedback helps us improve our organisation.\u201d<\/em><\/li>\n<li><strong>Offer direct contact and closing courtesy<\/strong><br \/>\nOffer further discussion via a private channel (phone, email, appointment), especially in case of negative review, then end with a polite closing.<br \/>\n<em><strong>Example<\/strong>: \u201cFor 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.\u201d<br \/>\n\u201cWith kind regards,<br \/>\n[Name of practitioner\/cabinet]\u201d<\/em><\/li>\n<\/ol>\n<p>You can adapt these responses according to the <strong>usual tone<\/strong> you use on your different communication channels.[\/vc_column_text][vc_single_image image=&#8221;13008&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221; css=&#8221;&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1763648907558\" ><h3 class=\"separator_off\" >template response for a positive review<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763648981983{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]<\/p>\n<p>\u00ab Dear Mrs \/ Mr [Name],<\/p>\n<p>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.<\/p>\n<p>Your feedback encourages us to continue improving the quality of our reception and care.<\/p>\n<p>With our best regards, [Name of practitioner \/ practice] \u00bb<\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1763648993694\" ><h3 class=\"separator_off\" >template response for a negative review<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1763654594337{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]\u00ab Dear Mrs \/ Mr [Name],<\/p>\n<p>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 [<em>reason<\/em> (if it doesn\u2019t compromise medical confidentiality, for example: the waiting time)].<\/p>\n<p>We place great importance on the quality of care and on the organisation of our consultations. Your feedback will help us improve these aspects.<\/p>\n<p>With our kind regards,<br \/>\n[Name of practitioner \/ team] \u00bb[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1763654855640\" ><h2 class=\"separator_off\" >retain control of your reputation by responding to online reviews<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1763654911240{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Responding to negative reviews is never pleasant, but it has become a <strong>key element in your relationship with patients<\/strong>. By remaining <strong>professional<\/strong> and <strong>respectful of medical confidentiality<\/strong>, you can turn sometimes difficult comments into <strong>improvement opportunities<\/strong> and proof of your seriousness for future patients.[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1763742676335{margin-top: 50px !important;margin-bottom: 50px !important;}&#8221; el_class=&#8221;popmake-18722&#8243;]<\/p>\n<p style=\"text-align: center; font-size: 25px;\">\ud83d\udc49 <a href=\"#\">Connect with our experts and discover how OneDoc helps you gain visibility<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;&#8221; el_class=&#8221;btf-a&#8221;]Online reviews have become a must\u2011check when finding [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":12992,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[231],"tags":[349],"class_list":["post-13016","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-specialties","tag-patient-communication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 strategies for handling negative feedback from patients<\/title>\n<meta name=\"description\" content=\"Learn how to manage negative comments, whether fair or defamatory, and take back control of your online reputation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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