Provided by: Jennifer Kirschenbaum, Esq.
August 14, 2019
Question:
Hi Jennifer,
A patient wrote a nasty complaint about me and my practice, questioning my competency, and now that patient is on my schedule for tomorrow. What do I do?
Thanks,
Dr. L
Answer:
Yikes! Well, this is actually an opportunity. As most of us know, Yelp is notorious for giving a hard time or refusing to remove negative reviews. Most clients report the most effective way to have a Yelp review removed is for the drafter to take it down. More often than not, removal comes after the patient has an opportunity to air their grievance, and, perhaps, you apologize (if in the wrong).
In conjunction with the apology, or in lieu of, you may want to leverage the patient's access request by offering a quid pro quo by presentation of a release agreement between the practice and the patient. The content of the release would include waiving rights by the patient to file any sort of lawsuit, protective confidential information language, and requiring within 24 hours of signing the release, removal of any online slanderous remarks. If you do personally see the patient, be sure to maintain at least 1 witness at all/any times with you and the patient.
For drafting of a proper release, email me or Kieran Bastible.
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