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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.

Australian Journal of General Practice

|July 31, 2022

Summary

Clinicians can manage negative online reviews by carefully considering privacy, legal, and ethical factors. This guide offers practical steps and support strategies for responding to patient feedback in the digital age.

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Area of Science:

Digital Health
Medical Ethics
Professional Responsibility

Background:

The proliferation of telehealth and digital platforms has increased the prevalence of online patient reviews.
Online clinician performance reviews are becoming a significant factor in public perception and healthcare choices.

Purpose of the Study:

To provide clinicians with practical strategies for managing negative online reviews.
To offer an overview of essential considerations when responding to patient feedback.
To establish a foundational understanding of best practices for online reputation management in healthcare.

Main Methods:

Review of current literature on online reputation management in healthcare.
Analysis of legal and ethical guidelines pertaining to patient privacy and professional conduct.
Synthesis of practical response frameworks for clinicians facing negative reviews.

Main Results:

Clinicians must prioritize patient confidentiality and privacy when formulating responses.
Responses should integrate legal, ethical, and professional standards.
Utilizing professional and personal support systems is crucial for effective management.

Conclusions:

Proactive and informed responses to negative online reviews are essential for clinicians.
Balancing patient privacy with the need to address feedback is a key challenge.
A structured approach, incorporating ethical and legal considerations, aids clinicians in navigating online feedback effectively.