Negative Review, No Problem. How We Helped This Orthodontic Practice Turnaround a Parent's Bad Experience!

When a parent left a critical review about how Hughes Orthodontics handled communications with a teenage patient’s progress, our reputation management software bubbled up the less-than-stellar online comment so Dr. Hughes could address the issue and make it right.

What Happened

The three-star review was left by the parent of a 13-year-old patient criticizing the way the practice communicated the patient’s progress. Dr. Hughes shared the review with us.

“Telling a 13 yr old kid his progress goes in one ear and out the other,” the parent complained, comparing the orthodontic practice negatively to other medical interactions the parent had. “All make sure the parent knows exactly what is going on and ask us if we have questions.”

How We Helped

Hughes Orthodontics has People + Practice’s PatientCue platform in place to manage patient communications and capture negative reviews before they become a problem. An alert allowed Dr. Hughes to address the patient's concern, provide a fix, and have the negative review remediated!

Dr. Hughes reached out to the parent by email after getting our PatientCue alert. He thanked the parent for providing helpful feedback, giving him the opportunity to provide better service to the practice's patients and families. Dr. Hughes communicated a specific solution that involved the parent in updating him on his child’s progress moving forward.

The Outcome: Negative Review Taken Down by Patient

After communicating directly and presenting his solution, the parent offered to voluntarily take down the negative comment. The parent’s response: “Thank you for your prompt and thorough response. This is exactly what I was looking for.”

When dealing with a dissatisfied patient, People + Practice has a number of tips we give to orthodontists. You can actually listen to an entire episode of our Golden Age of Orthodontics podcast dedicated to this topic by clicking here.

Key takeaways:

• Managing a practice’s reputation has changed over the years and People + Practice helps you navigate the new reality
• Our knee-jerk reaction is to apologize right away but we actually don’t suggest you do that, and we can explain why!
• We help you identity times when you shouldn’t respond to a review and report it to Google instead

Improve Your Practice with PatientCue

In reality, we don’t believe that orthodontists get negative reviews - just opportunities to build a quality experience. People + Practice provides you with valuable feedback from your patients about their interactions with your office so you can address and correct any issues BEFORE they become a negative review online.

What Dr. Hughes Said: Thankful!

“Thankful for this internal feedback feature!” - Dr. Justin Hughes, Hughes Orthodontics on the value of our PatientCue platform

You Have a Vision For Your Practice. We Have The Experience to Get You There!

People + Practice has captured over 2,000 critical reviews for our clients so they can address them BEFORE they become a problem! Let’s talk about how we can help improve your practice!