Neil H. Baum, MD, presented “Online Reputation Management: Managing Negative Reviews” for the Grand Rounds in Urology audience in May, 2020.
How to cite: Baum, Neil H. “Online Reputation Management: Managing Negative Reviews” May, 2020. Accessed Nov 2024. https://grandroundsinurology.com/online-reputation-management-managing-negative-reviews/
Online Reputation Management: Managing Negative Reviews – Summary:
Neil H. Baum, MD, Clinical Professor of Urology at Tulane Medical School in New Orleans, Louisiana, discusses how urologists and other physicians can manage negative online reviews. He emphasizes the importance of not getting defensive, and explains how to best control the fallout of a negative review. Dr. Baum advises physicians to check their online reviews at least once a month, and to remember that while negative reviews are most often not about clinical issues, they still reflect a vital aspect of the patient’s experience with the practice. He also advises that doctors should respond directly to the negative review both online and offline. Finally, he recommends increasing the number of positive reviews by asking happy patients to review their experience immediately, and also recommends staying away from ratings-boosting services.
ABOUT THE AUTHOR
Neil H. Baum, MD, is a Clinical Professor of Urology at Tulane Medical School in New Orleans, Louisiana. He is also a retired urologic surgeon. Additionally, Dr. Baum serves as the Medical Advisor to Vanguard Communications Group. Dr. Baum is the author of Marketing Your Clinical Practice - Ethically, Effectively, and Economically, which is in its 4th edition, has sold over 175,000 copies, and has been translated into Spanish. He also wrote The Complete Business Guide to a Successful Medical Practice, which was published in 2015. Dr. Baum was the columnist for American Medical News for more than 25 years. Dr. Baum also wrote the popular column, “The Bottom Line,” for Urology Times for more than 20 years. He is a requested speaker each year to the Practice Management Seminar for the American Urological Association (AUA), where he discusses techniques for making urology practices more efficient and more productive. He has written more than 9 books on practice management and over 250 peer-reviewed articles on various urologic topics. Dr. Baum is also the medical advisor to Vanguard Communications Group.
