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Takeru Eye Clinic, Takatori Shopping Street
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Patient Satisfaction Survey

Under development.

From here
Google Review Response Flow Diagram
How We Respond to Google Reviews

Our in-clinic flow for taking every voice seriously and responding sincerely

1. Check new reviews

We read every review that is posted and understand its content objectively.

➔

2. Analyze and classify the content

We carefully judge whether the feedback is a “legitimate opinion” or a “malicious post or policy violation.”

Legitimate opinions

Observe confidentiality and reply publicly

Under the Act on the Protection of Personal Information, Article 134 of the Penal Code (disclosure of secrets), and so on, protecting patient information is an absolute duty of a medical institution.

  • Thank them for their opinion
  • Do not mention any individual or situation
  • Show willingness to improve in general
  • Encourage dialogue about details in a private setting
Malicious posts / policy violations

Do not argue in public; deal with it firmly

  • Request removal under Google’s policies
  • If by a competitor or a vendor, preserve records
  • If legal action is needed, work with a lawyer
  • (such as a request for disclosure of sender information)

The best reputation management is providing an excellent medical experience

Responding to negative reviews is important, but at the center of our reputation management is the effort to reduce patients’ worries in daily care and to explain carefully to prevent misunderstandings.

Google Review Response Flow Diagram
How We Respond to Google Reviews

Our in-clinic flow for taking every voice seriously and responding sincerely

1. Check new reviews

We read every review that is posted and understand its content objectively.

➔

2. Analyze and classify the content

We carefully judge whether the feedback is a “legitimate opinion” or a “malicious post or policy violation.”

Legitimate opinions

Observe confidentiality and reply publicly

Under the Act on the Protection of Personal Information, Article 134 of the Penal Code (disclosure of secrets), and so on, protecting patient information is an absolute duty of a medical institution.

  • Thank them for their opinion
  • Do not mention any individual or situation
  • Show willingness to improve in general
  • Encourage dialogue about details in a private setting
Malicious posts / policy violations

Do not argue in public; deal with it firmly

  • Request removal under Google’s policies
  • In malicious cases, preserve records
  • If legal action is needed, work with a lawyer
  • (such as a request for disclosure of sender information)

The best reputation management is providing an excellent medical experience

Responding to negative reviews is important, but at the center of our reputation management is the effort to reduce patients’ worries in daily care and to explain carefully to prevent misunderstandings.