Managing negative online reviews: Considerations for doctors

Abstract

Background: In an increasingly digital world, particularly with the rapid rise in the use of telehealth, online reviews from members of the public regarding clinician performance are becoming more ubiquitous.

Objective: This article considers the measures clinicians can take to manage unwanted negative online reviews. While this is a complex area, the aim of this article is to provide a starting point and overview of practical responses clinicians may consider.

Discussion: When faced with negative online reviews, clinicians need to be mindful of the way in which they respond from a confidentiality and privacy perspective, and to consider practical manners in which they can respond, incorporating legal and ethical considerations, as well as activation of professional and personal supports.