One-third of providers do not reply to negative online feedback, survey finds: 3 notes

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Although the majority of healthcare providers worry about receiving negative online reviews from patients, more than 34 percent either choose not to respond to those reviews or have no process in place to do so, according to a new PatientPop report.

Here are three key findings from the report, in which 233 providers were surveyed about online reputation management.

1. Nearly half of those surveyed were very or extremely concerned about receiving negative reviews, with a total of 76 percent of providers expressing at least some concern.

2. Despite these concerns, only a quarter of the surveyed providers have an official process in place to follow up with patients who leave negative reviews. Another 17 percent do not have a process in place but would like to implement one, while nearly 20 percent simply choose not to reply to negative feedback.

3. Additionally, providers that do monitor and respond to feedback typically spend only minimal time doing so. More than 80 percent of those surveyed spend four hours or fewer monitoring feedback and reviews, and even more, almost 85 percent, spend four hours or fewer actually responding to that feedback.

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