A Harsh Reality:
How Negative Online Reviews Impact Skilled Nursing Facilities
We’ve compiled a list of common ways in which bad online reviews affect SNFs and effective strategies for mitigating their impact:
Erosion of Trust and Reputation
Legal and Regulatory Scrutiny
Decreased Occupancy Rates
Staff Morale and Retention Issues
What can be done:
Mitigating the Impact of Negative Reviews
While negative reviews pose significant challenges, SNFs can take proactive measures to mitigate their impact:
Proactively Solicit Feedback
Encourage patients/residents and their families to provide feedback while they are in your care, allowing issues to be addressed internally before they escalate into negative online reviews or worse.
Respond Promptly and Professionally:
Engage with reviewers in a timely and courteous manner, demonstrating a commitment to addressing concerns and improving quality of care.
Emphasize Transparency and Accountability:
Foster a culture of transparency by openly acknowledging shortcomings and outlining corrective actions taken to address them.
Focus on Quality Improvement:
Invest in continuous quality improvement initiatives aimed at enhancing patient/resident satisfaction, staff training, and overall standards of care.