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 Oct 2020. 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.