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Remember: the review is not written about you personally.
Don't take it personally. Let's look at the situation from the outside, a review is a subjective opinion of a person, and it's impossible to please everyone. However, despite the fact that opinions vary, their importance should not be underestimated. A review written by a patient based on his personal experience is an invaluable gift for a supervisor, it is the best indicator of problems that you might not have noticed in your clinic.
To understand how to work with reviews correctly, let's figure out how they appear.
After visiting the clinic, the patient logs on to the portal and leaves their feedback. It is subject to mandatory authorization through a mobile phone number, so the reviews ProDoctorovare not anonymous. This means that you have the opportunity to contact the author. Each review is moderated before it appears on the clinic's page. We do not publish reviews that do not comply with the publication policy and the rules of the portal, and, if necessary, we conduct an extended review.
Analyzing the situation
Read the review and try to remember when the events described in it occurred. Perhaps you remember a patient who was unhappy when he left the clinic, tried to refund money for services, or asked to be seen by another doctor? Ask the administrators of your clinic about this, ask the head/chief physician if there have been any complaints? Go ahead!
We will help you take the right steps.:
- If you have conducted an internal check and realized that a similar situation was in your clinic, start a chat with the patient.
You can smooth over the conflict, apologize, or explain why this happened. In addition, there is a chance to correct the current situation and change the negative opinion of the patient in the chat. - If the issue is resolved and you want to express your point of view, please reply to the review.
Take your time with the answer, so as not to aggravate the conflict and follow the recommendations that are available in your personal account. - If you find out that the described situation did not occur in your clinic, send a review for verification.
We will hide the review with an automatic message as soon as you specify the reason why the review needs to be checked. The review will be published again if the patient submits the supporting documents.