The American Dental Association released best practices for dentists to follow when responding to online reviews from patients, according to a March 20 news release.
Here are the ADA’s five best practices for dentists:
- Keep responses simple and anonymous and do not acknowledge if the reviewer was a patient.
- Never reference a specific person or incident to keep the poster anonymous.
- If a negative review is posted, respond by encouraging the reviewer to call your dental practice to take the conversation offline.
- Avoid being defensive, confrontation or accusative and remain professional, prompt and private.
- Legal action should be used as a last resort, and can cause negative publicity.
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