Chris Baker gives advice on dealing with negative reviews on social media.

Stay Calm and Respond Wisely

Panic, panic! We’ve been left an awful review on Google/NHS Choices/Facebook/in person (delete as applicable). Admittedly, it isn’t the best feeling in the world, but the first thing to do is calm down. No good ever comes from responding in haste.

Here are my eight key pieces of advice to bear in mind:

1. Don’t Ignore It

This is absolutely the worst thing you can do. Reviews – both good and bad – should always be responded to unless they are offensive.

2. Acknowledge the Discomfort

Most of us don’t like confrontation, so receiving negative feedback can feel like a personal rejection. In a way, it is—but handling it professionally is key.

3. Handling In-Person Complaints

Negative reviews given face-to-face are often the hardest. If this happens:

• Listen carefully
• Empathise with the concern
• Explain how you will address the issue
• Follow through on any promised actions

4. Responding to Email or Telephone Complaints

If the review is received via email or phone:

• Follow up in person if possible
• If not, use a phone call
• Email should be a last resort (it can seem like avoidance)
• Use the same approach: listen, empathise, take action

5. Responding to Online Reviews

When dealing with online reviews, remember:

• You are not just replying to the reviewer—you are showing professionalism to your entire audience.
• Thank them for their feedback (and sound genuine!).
• Never discuss a clinical case due to patient confidentiality.
• Avoid debates—even if you are right, arguing online looks petty.
• The only time you should challenge a review is if they have mistaken you for the wrong practice.

6. Don’t Take the Bait

Many practices struggle with not challenging false reviews. While it’s frustrating, you must resist the urge to argue.

• People say things online they wouldn’t in person.
• Swallow your pride and say:
  

  “I’m sorry we didn’t meet your expectations on this occasion.”

• Move on.

7. Reporting Fake Reviews

If a negative Google review was left by someone on behalf of another person, report it.

• Google has strict policies—only people with direct experience can leave reviews.

8. Learn from Feedback

Negative reviews can be a valuable learning tool.

• Identify areas where your service could improve.
• If you successfully turn a dissatisfied patient into a happy one, they might become your biggest advocate!