21 February 2025

Introduction

Social media is a great way to connect with patients and build trust, but it also opens the door to negative comments and difficult messages.

How you respond can make a huge difference. Ignoring them can damage your reputation, while overreacting can escalate the situation.

That’s why we take a calm, professional, and strategic approach when handling negative comments and DMs.

Here’s exactly how we manage it to protect your brand, reputation, and engagement.

---

Step 1 – Assessing the Situation

Not all negative comments are the same. Some need a quick resolution, while others should be ignored or removed.

Types of Negative Comments:
🗣 Constructive Criticism – Patients sharing genuine concerns. (Response: Acknowledge & address it politely.)
😠 Emotional Complaints – Patients venting frustration. (Response: Show empathy & offer to move the conversation offline.)
🚫 Trolling or Spam – Unjustified negativity or fake accounts. (Response: Hide, block, or report.)

We assess each comment individually to determine the best approach.

---

Step 2 – Responding Professionally & Quickly

The longer you leave a negative comment unanswered, the worse it looks.

✔ Acknowledge the concern (“We’re really sorry to hear this and want to help.”)
✔ Take the conversation offline (“Please DM us so we can resolve this privately.”)
✔ Stay polite & professional (Even if the comment is unfair.)

💡 Example Response to a Legitimate Complaint:
“Hi [Name], we’re sorry to hear about your experience. We’d love the chance to make things right. Please send us a DM so we can assist you.”

👉 Want to improve your posting strategy? Find out why posting on certain days matters.

---

Step 3 – Handling Negative DMs

Private messages can sometimes be worse than public comments because people feel less restrained.

✅ Remain calm & factual – Avoid defensive responses.
✅ Acknowledge their frustration – Show that you understand.
✅ Set boundaries – If messages are abusive, blocking is an option.

💡 Example Response to an Angry DM:
“Hi [Name], we understand your frustration and want to help. Let us know how we can resolve this for you.”

---

Step 4 – When to Hide, Block, or Report

There are times when removing a comment or blocking a user is the best course of action.

🚨 When to Hide a Comment:

• If it’s spam or promotional content.
• If it’s abusive or offensive.

🚫 When to Block a User:

• If they repeatedly harass or send abusive messages.
• If they spam your DMs with irrelevant content.

📢 When to Report to the Platform:

• If the comment or message violates social media guidelines.
• If the account appears to be fake, scammy, or impersonating someone else.

👉 Want to post at the best times for engagement? Learn how often you should post.

---

FAQs – Your Questions Answered

📌 Should I delete all negative comments?
No! Deleting genuine feedback can look bad. Instead, respond professionally and resolve issues where possible.

📌 What if someone keeps leaving negative reviews?
Respond once, then take the conversation offline. If they persist, you may need to report or block them.

📌 Can negative comments actually help my business?
Yes! A professional, well-handled response shows potential patients that you care.

---

Conclusion – Turning Negativity into Positive Engagement

Negative comments and DMs are inevitable, but handling them correctly can protect your reputation and even build trust with potential patients.

✔ Stay calm, professional, and responsive.
✔ Turn complaints into opportunities to improve patient experience.
✔ Know when to hide, block, or report harmful interactions.

📩 Need help managing your social media and engagement? Get in touch today!