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Managing negative online reviews: Considerations for doctors
Patrick D Mahar1, Danielle Ca Panaccio2, Jessica M Dean3
1OAM MBBS (Hons), LLB (Hons), MBA, GDLP, PhD, DMedSc, GAICD, FACLM, FACD, Medical Director, Skin Health Institute Inc, Melbourne, Vic; Dermatologist, Department of Dermatology, Royal Children@s Hospital, Melbourne, Vic.
Background:
In an increasingly digital world, particularly with the rapid rise in the use of telehealth, online reviews from members of the public regarding clinician performance are becoming more ubiquitous.
Objective:
This article considers the measures clinicians can take to manage unwanted negative online reviews. While this is a complex area, the aim of this article is to provide a starting point and overview of practical responses clinicians may consider.
Discussion:
When faced with negative online reviews, clinicians need to be mindful of the way in which they respond from a confidentiality and privacy perspective, and to consider practical manners in which they can respond, incorporating legal and ethical considerations, as well as activation of professional and personal supports.
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