Replying to online reviews without breaking patient privacy

When a member posts a review, it's tempting to reply with details: "So glad your knee is better!" Don't. A reply that confirms someone is your patient, or mentions their care, can be a privacy violation even though they posted first. Keep every reply general.

The rule for every reply

Write replies as if you don't know who the reviewer is. Don't confirm they are a patient, don't mention a visit, a condition or a date. Ask your compliance advisor or attorney if you're unsure about a specific reply.

Replies to good reviews

• "Thank you for the kind words. We're glad to have you as part of our community."
• "Thanks for taking the time to write this. It means a lot to our team."

Short and warm is fine.

Replies to bad reviews

• Wait a day before replying.
• Don't argue facts in public, even if the review is wrong.
• "We take every concern seriously. Please call the office so we can talk directly."

Then handle it by phone, privately.

Reviews that aren't from patients

If a review looks fake or breaks the site's rules, report it through the site. Don't reply with "this person was never our patient." That's still a statement about who is and isn't a patient.

Write it down

Keep three or four approved replies in a shared file, so whoever answers uses safe wording. How to get more reviews in the first place.

What I'd do this week

• Read your last 20 review replies for any patient details.
• Edit any reply that confirms a patient or mentions care.
• Save a set of approved replies for staff.

Common questions

Can I thank them by name?
If you do, don't add anything about their care. Ask your advisor if unsure.

Should I reply to every review?
Reply to most.

Can a member give permission to discuss their case publicly?
Only with written authorization. Talk with your attorney before doing it.