How to Handle Conversations with Patients on Social Media

This session is beneficial for any staff in general practice responsible for social media.

Aims

Angry online comments, Facebook Groups, trolls, words to put shivers down any Practice Manager’s spine. This ‘general practice exclusive’ session explores the reasons behind negative patient comments together with practical, tried and tested techniques to handle a range of patient comments made on your social media channels.

Objectives

• Understand why people complain online but why this is helpful to your practice
• Learn how to spot what type of comment you’re dealing with and how to respond to it
• Learn how you can help ‘spectator’ patients at the same time when you respond
• Discover the safety features you can use and other tactics for handling the most trickiest of comments
• Understand the difference in approach when it comes to comments on your Facebook Pages vs other online forums such as Facebook Groups.

Content

• Why patients complain online
• Types of comments and how to respond
• Managing your audience
• Practical techniques for handling tricky comments
• Safety tools
• Pages vs. Groups – what’s different?