How to Create Templates for HIPAA-Compliant Review Responses

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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:
  • 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.

How to Respond to Positive Reviews

Yes, you should still be responding to positive reviews. Responding to positive reviews is an excellent way to reiterate the positive aspects of patient experiences – and influence potential patients. Example 1 Thank you so much for your positive feedback and for taking the time to post this review. We will be sure to share your feedback with our team. Example 2 We are so grateful for your kind words. Thanks for sharing your review with the community and us. Example 3 We are so very appreciative of your thoughtful review. We strive to ensure we always provide the highest level of care and respect. We will be sure to share your feedback with our team.

How to Respond to A Negative Review

While negative feedback can be frustrating and disheartening, it’s important to realize that these are opportunities to showcase your customer service skills to your potential new patients. Make sure to reply in a professional, courteous manner – even if you feel the content of the review is unfair. Apologize, show empathy, and keep your response short to avoid escalating the situation further. Example 1 Thank you for your feedback. We were disappointed to hear about your experience and want to learn more. Would you be willing to give us a call at (Phone) or email us at (email) so we can make things right? Example 2 Thank you for the review. We are sorry to hear about your experience. We pride ourselves on treating everyone with the utmost level of care and respect. Please give us a call at (Phone) or email us at (Email) so we can address your concerns. We look forward to speaking soon. Example 3 Due to privacy regulations, we’re unable to address any of your specific comments in detail. However, please know that we aim to provide the highest quality of care for our patients and take your feedback seriously. Please give our Office Manager a call at (Phone) so that we can discuss your concerns and resolve this matter.

We Can Help

While navigating review responses can be difficult for medical practices, a little bit of practice can go a long way. MyAdvice can help simplify this process. Contact one of our digital marketing experts for more information.

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