- Be prepared. Take a moment to collect your thoughts before responding to any review. This is where templated responses can help. If the review provides negative feedback, it may be wise to step away from the computer before responding to maintain a professional and calm tone in the reply.
- Thank the reviewer. A simple “thank you” demonstrates that you appreciate feedback and take reviews seriously to create a better experience for all patients.
- Offer a general response. The key to avoiding HIPAA fines is to keep the reply general while remaining sincere and appreciative. Never acknowledge health or personal information, even if the person who left the review includes such information. Phrases like “Our goal is to provide excellent care for all our patients.” or “We appreciate your feedback.” will help avoid including specifics about an individual or their treatment.
- Move the conversation offline. One of the best ways to remain HIPAA compliant is to move the conversation offline, especially if the review is negative. Provide a name and a phone number in the response that will connect the patient with someone who can discuss their concerns in more detail.
More than half of the people who leave a review expect a response from the business within a week. It’s important to let your consumers know you value and appreciate their feedback. As a best practice, you should respond to all reviews, both positive and negative. However, for medical practices, it’s important to remember that all of your review responses must be HIPAA-compliant. This means that your response cannot reveal any details about medical care or a patient’s identity. Fines for breaking HIPPA rules range from $100 to $50,000 per violation, so it’s important to be vigilant when crafting a response.
Here are a few tips to help you get started:
