Adopt the mindset of welcoming feedback, everyone in your organisation has a part to play in managing your reputation. Ensure that feedback forms are available easily and promoted as much as possible. Use both paper-based and online forms.
Listen to what people have to say about your organisation - your patients, their families,your staff, your stakeholders. It may be hard to hear the criticisms people make, but always approach such words with the belief that they can make your offering better.
Openly communicate feedback received, share on social media, on notice boards, on posters. Being visible with how you communicate can have a positive effect on people who complain as you are seen to be taking positive steps.
Respond to what people say, engage in a dialogue. Make sure it’s clear in numerous places that you welcome feedback and that you respond to the positive and the negative.
Be transparent, be open. No matter what the issue is, it never pays to hide anything. Where possible encourage people to keep records of any interactions and always remain impartial.
Look into areas of concern thoroughly and impartially, keeping a log of all actions taken to ensure if anything escalates you have a paper trail of positive steps taken.
Learn from mistakes. Examine past mistakes and make sure everyone is aware of these, how you handled them and what the outcome was, so they don’t repeat these… and if they do, they know the correct way in which to handle them.
Provide feedback and recognition to staff and colleagues and ensure feedback is also given to any external people (such as a person who complained) to end the issue positively.
Take action in the moment, in real time, address issues as they arise, give praise as it’s received and ensure action is promoted and learned from.
People fear repercussions and will go to great lengths to keep things quiet because they have a fear of what might happen to them. Embed reputation management into your culture, praise and provide continuous feedback to all your staff.