When Patient Reviews Sting: Navigating Negative Feedback-When Patient Reviews Sting Webinar Recording (1)

Video Transcription

Video Summary

In the webinar "When Patient Reviews Sting, Navigating Negative Feedback," hosted by Taylor, a marketing manager at Rater8, and moderated by Al Norweb, Chief Growth Officer for Surgeomate, the discussion focused on managing and learning from negative patient reviews. Panelists Kemuel Carey, CEO of Peninsula Orthopedics, and Jonathan Dunford, COO of Michigan Orthopedic Surgeons, shared insights on various review scenarios, including issues of communication breakdowns, billing concerns, patient expectations, and staff interactions.<br /><br />The panel emphasized the importance of transparent communication, proper staff training, and methods to manage expectations to improve patient satisfaction. They discussed tools like bidirectional messaging and online scheduling to facilitate better communication and reduce wait times. Positive recognition within staff teams was highlighted as a way to maintain morale amid negative feedback.<br /><br />Both panelists agreed on the necessity of using both internal and external reviews to gain a comprehensive understanding of patient experiences, which can then guide improvements in service. Moreover, they noted how online reviews significantly impact patient decisions, stressing the importance of actively managing an organization’s reputation online.<br /><br />Overall, the session underscored the crucial role of feedback in shaping patient experiences and outlined strategies for healthcare organizations to respond constructively to criticism.

Keywords

negative feedback

patient reviews

communication breakdowns

staff training

online scheduling

patient satisfaction

reputation management

healthcare organizations

bidirectional messaging