Ridiculous.
The Internet has been good, but it's also being used for bad things by awful people.
I now wonder if all those folks with perfect online evals are fakes - agree with Eric.
Full disclosure. I have about 6 neg. reviews. Most were because we were aggressive about going after the patients bill. I know this because the evals came online after we sent them the final collection notice (after 6 pre-collections and basic bills over one years asking them to pay). In their complaints online they focus on the bill.
When patients demonstrate distrust or are show signs being uncomfortable I always welcome them to get a second or third opinion. I would rather lose a patient than have to deal with the online garbage. But by encouraging second/third opinions sometimes I gain trust by showing them I don't really have anything to hide and I do tell them that opinions between doctors can vary at times.
In my years I've learned a few things.
1. You can't make everyone happy.
2. When a patient has a complaint, just stand there and listen until they are done all the way. Do not interrupt them and make sure you make eye contact.
3. Acknowledge their concern and address each concern in full. Then suggest and encourage them to get a second opinion and put that in you note (document the hell out of it). When or if they do get a second opinion the other doctors may want notes and will see that in you note.
4. Which brings me to number 4. Other physicians can screw you by talking out of their ass or jealousy or whatever (maybe they are just old school asses). So don't be surprised. There isn't much you can do about it. That's why number one to three is important.
After all of this you will still get bad reviews. No one is perfect. And know that it will hurt you emotionally and possibly in your pocketbook.
Online reviews are the wild west right now.
