What's the appropriate response to negative online feedback by a dissatisfied recipient of physical therapist (PT) services? What if the criticism is wildly off-base? What are the dangers of responding? Is response even necessary? Consider the issues raised by the following scenario.

Tempest in a Treatment Room

Jeff is a PT at Eastside Physical Therapy, a thriving practice in a close-in suburb of a major city. Business is so good, in fact, that the clinic has recently extended its hours to 7:30 pm, although Eastside isn't yet scheduling a full complement of patients in the day's final time slot. Jeff has volunteered to take some of these late appointments, because the early-career clinician is the only single and unattached PT on staff.