DOCTOR BASE: “What Not To Do With A Negative Review”

Doctor David McKee

SEPTEMBER 6, 2010

“What Not To Do With A Negative Review”

Mike Haverhals, DOCTOR BASE

We get a lot of questions about what to do about the dreaded negative review if-and-when it rears its ugly head. Obviously, the first thing you should do is contact the patient privately to resolve the issue. More often than not, these issues can be easily resolved when the doctor takes the time to listen to the patient’s concerns. In the event that you can’t resolve the problem at hand, the next thing to do is even simpler – do nothing. The truth is, a negative isn’t the worst thing ever – unless you make it the worst thing ever.

You could reply publicly to the review, dragging yourself down into a online mud-slinging contest & potentially violating HIPAA laws by disclosing the patient’s Protected Health Information in an attempt to defend yourself.

You can always threaten to sue the review site, incurring a massive legal bill for nothing since review sites are only ‘content providers’ and not legally responsible for what users post.

You could also threaten to sue the reviewer, again incurring a massive legal bill for nothing since the lawsuit will be thrown out under the anti-SLAPP law. (The law barring any “Strategic Lawsuit Against Public Participation.)

Unfortunately, all of these approaches will also serve to do you more harm than good. It’s something we online geeks refer to as the “Streisand Effect.” When Streisand took legal action to force the removal of online images of her beachfront property from a website documenting the California Coastline, what resulted was even more publicity around the images, along with negative publicity around Streisand’s attempt to censor the photographer. (Which failed, as the lawsuit was thrown out under anti-SLAPP laws.) Don’t fall into the same trap.

Simply let it go. Instead, focus on getting more positive reviews online to drastically outweigh the occasional negative one. Like we always tell doctors – people don’t expect perfection, they do expect honesty. When potential patients find out you’re trying to muzzle your exiting patients, they’ll go elsewhere looking for an honest doctor. One who’s confident enough in their own abilities not to be concerned with covering up a negative review.

FULL ARTICLE

David McKee, MD, v. Dennis K. Laurion

Yvonne Wong, DDS, v. Tai Jing

Defendant Dennis Laurion’s Web Posting

Defendant Dennis Laurion’s Patient Complaint

Plaintiff David McKee’s Reply To Patient Complaint

Plaintiff David McKee’s Cease And Desist Letter To Defendant Dennis Laurion

Defendant Dennis Laurion’s Complaint To Minnesota Board Of Medical Practice

Plaintiff David McKee’s Complaint To Sixth Judicial District Duluth Court

Plaintiff David McKee’s Response To Minnesota Board Of Medical Practice

Defendant Dennis Laurion’s Answer To Plaintiff David McKee’s Complaint

Defendant Dennis Laurion’s Motion For Summary Judgment

Defendant Dennis Laurion’s Deposition Extracts

Plaintiff David McKee’s Deposition Testimony About Circumstances Before Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony About Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony About Circumstances After Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony In Response To Questions By Marshall Tanick

Affidavits By Defendant Dennis Laurion’s Parents

Defendant Dennis Laurion’s Supplemental Motion For Summary Judgment

Plaintiff David McKee’s Motion To Oppose Summary Judgment

Defendant Dennis Laurion’s Reply Memo In Support Of Motion For Summary Judgment

Sixth Judicial District Court’s Order On Motion For Summary Judgment

Plaintiff David McKee’s Appeal Of Order On Motion For Summary Judgment

Plaintiff David McKee’s Brief To Minnesota Court Of Appeals

Defendant Dennis Laurion’s Brief To Minnesota Court Of Appeals

Plaintiff David McKee’s Reply Brief To Minnesota Court Of Appeals

Minnesota Court Of Appeals Order To Strike Portion Of Plaintiff David McKee’s Reply Brief

Minnesota Court Of Appeals Announces Decision

Defendant Dennis Laurion’s Petition For Review By Minnesota Supreme Court

Plaintiff David McKee’s Opposition To Review By Minnesota Supreme Court

Defendant Dennis Laurion’s Brief To Minnesota Supreme Court

Plaintiff David McKee’s Brief To Minnesota Supreme Court

Defendant Dennis Laurion’s Reply Brief To Minnesota Supreme Court

Minnesota Supreme Court Decision On David McKee MD V. Dennis K. Laurion

David McKee MD v. Dennis Laurion 2010

David McKee MD v. Dennis Laurion 2011

David McKee MD v. Dennis Laurion 2012

David McKee MD v. Dennis Laurion 2013

McKee V Laurion Is A Textbook Case

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