How Does Our Hospital Fight Bad Reviews?
Written by Tyler Banfield
According to the 2012 Local Consumer Review Survey, 72% of consumers trust online reviews as much as personal recommendations.
Since they've become such an integral part of the Internet, the frequency of people leaving and using online reviews is only going to continue to grow. Online reviews can help you avoid making a purchase you'll later regret or choosing the wrong service provider. But just because a review is negative doesn't mean it's justified.
There are all kinds of reasons why a business may receive a bad review despite an otherwise great reputation. This problem is especially common for hospitals.
Given the incredibly challenging and often very emotional areas within which they operate, someone can vent in the heat of the moment and create a negative review that's permanently online.
If part of your job involves building and protecting a hospital's brand, you may be wondering how to deal with this specific situation.
Although not every single scenario is exactly the same, there are some general guidelines that almost always work well for dealing with any bad reviews your hospital receives:
Have a Proactive Strategy in Place
As previously mentioned, some negative reviews are posted in the heat of the moment.
While we'll get to some strategies for dealing with those, a large percentage of bad reviews are only posted because people feel like they've run out of other options.
As a result, if you make customer service a top priority, it can prevent many people from feeling the need to leave a negative review in the first place.
Don't Make a Mountain Out of a Molehill
The absolute worst thing a business of any size can do is immediately post an emotional response right after reading a bad review.
Unfortunately, businesses across virtually every industry continue to make this mistake. When a business jumps the gun and leaves a less than ideal response, the best case scenario is it goes basically unnoticed.
The worst case scenario is the response gets a lot of attention and spreads virally. That's exactly what happened when chef Marc Orfaly wrote an angry tirade in response to a review a customer left on Facebook.
Monitor the Situation
Depending on the site, a user may remove their review, add a retraction to it or the review may simply get pushed off your listing's main page.
If any of those events occur, you won't have to worry about the review causing any future issues.
Blogging on a regular basis and utilizing social media tools like Twitter are great options to ensure your hospital has a well-balanced web presence. Creating a wider online presence will limit the impact of a single negative review,
For most hospitals, the occasional bad review is just another cost of doing business.
But if you have a proactive strategy in place, avoid responding based on emotion, stay on top of any situations and get active on channels like social media, you'll be able to minimize how often you have to deal with this situation.
As a hospital executive, how do you handle bad reviews of your medical facility?
About the Author
Tyler Banfield writes about various subjects and individuals, including healthcare, small business, and John Amicucci.
LG launches purpose-built smart TV for hospitals
LG Business Solutions USA has announced two new hospital TVs that are designed to improve patient management and engagement while adhering to critical safety standards for healthcare facilities.
One of the TVs is LG's biggest ever screen for a hospital - the 65-inch 4K Ultra HD model. It has LG’s NanoCell display technology, enabling it to display vivid pictures, and provides built-in support for hospital pillow speakers and embedded broadband LAN capability, so hospitals can deliver video on demand without requiring a separate set-top box in the patient room.
It also includes configuration software with an intuitive interface for setting up the TV to work in a hospital setting, plus a software-enabled access point feature that turns the TV into a Wi-Fi hotspot.
The second TV screen is the 15-inch Personal Healthcare Smart Touch TV with a multi-touch screen. It is designed to be installed on an adjustable arm for use in shared spaces or smaller patient rooms and will support LG's new, modular LG AM-AC21EA video camera, and HD video communication.
Both include support for video conferencing, and are UL Certified for use in healthcare facilities, a global safety standard. They also feature LG’s integrated Pro:Centric hospital management solutions, allowing hospitals and LG’s patient engagement development partners to personalise a patient's room, providing entertainment, hospital information, services, patient education, and more.
Additionally its communication platform makes it possible to conduct video calls between patients and clinicians or family.
“Our newest LG hospital TVs reflect ongoing feedback from the industry and include capabilities integrated to meet the unique needs of a critical market” said Tom Mottlau, Director of Healthcare Solutions, LG Electronics USA.
“Our healthcare patient engagement development partners requested an upgradable version of webOS for our Pro:Centric smart TV platform so they could more easily introduce new features for their hospital customers. For the latest versions of webOS, LG worked closely with our partners to make their request a reality and to deliver a hospital TV platform that can evolve over time.”