Unhappy Patients —
A Blessing or a Curse?

By April Linden

Do you believe in 100% satisfaction? Or do you acknowledge that all of us have some unhappy patients? We are humans, not machines. Everyone makes mistakes.

  1. Your first option is to dispute the mistake (aka patient review) and pretend it never happened or, even worse, claim it was false.
  2. Your second option is to embrace the feedback. As painful or as costly as the mistake was, you can make it meaningful by learning from it.

At RealPatientRatings™, we encourage our members to use their occasional negative feedback positively. Our early alert feature gives patients the option to communicate privately with the practice before going public with a negative review.

Your unhappy customers are your greatest source of learning.
— Bill Gates

Data from RPR’s database of more than 6 million responses validates this approach. When practices listen to patients and resolve their concerns, they enjoy better business outcomes in both retention and referral.

Patients who experience a problem and are Highly Satisfied with the practice’s resolution of the problem are more likely to recommend and to remain for future services.

Graph showing likelihood to recommend and likelihood to return at 95% for patients highly satisfied with problem resolution vs. 86% for patients who did not experience a problem

Listening Pays

It’s very expensive to acquire customers and even more costly to lose them. Let your patients tell you the small details that, if corrected, accelerate conversion, retention and referrals.

To discuss more, please call our team!
1.800.267.1228, ext. 1

RealPatientRatings - April Linden, Director of Business Development