If you open up listening channels, such as social platforms or blog comments, there will come a time when you receive negative comments. It’s inevitable. But you can take steps to minimize the impact — and even turn a negative comment into a positive impression for your hospital.

1. responding to
negative comments
in social media
a guide for hospitals
Hive StrategieS HelpS HoSpitalS engage patientS
tHrougH Social media.

2. don’t let fear
of negative comments
hold you back

3. A survey found that only
two percent
of social media comments are
negative.

4. Focus on the
rewards:
social media pays big dividends.

5. For success,
plAn important steps:
Follow these
AheAd.

6. adjust your
listening attitude
Negative comments provide
insight and opportunity.

7. treAt
negative comments
like any other complaint.

8. monitor the
conversation

9. regulArly monitor
your social networks, blogs
and the web for negative
comments.

10. doN’t
jump the gun

11. Ask three questions:
1. Who is this persoN?
2. is he askiNg for a respoNse or
just veNtiNg?
3. Where should the respoNse
come from?

12. folloW these
eight rules of response

13. oNe:
don’t delAy
your response.

14. tWo:
respond on the
same channel first.

15. three:
be honest.

16. four:
use cAlm,
relaxed words.

17. five:
don’t
get defensive.

18. six:
Focus on Feelings;
don’t debate facts.

19. seveN:
hAve conversAtions,
not arguments.

20. eight:
remember hipAA;
say what you can.

21. avoid the urge
to purge
don’t delete
negative comments.

22. explain any
deletions.
if you must delete a comment due to
language or hipAA violation, explain why.

23. invite a
private meeting

24. real names
oNly, please
require commenters
to register using
their own names.

25. payoff: stronger relationships
with patients, their families, and
your community.

26. visit www.hivestrategies.com
to download a detailed e-Book on this suBject