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Review Response Best Practices

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Updated: 02/28/2025 | Views: 36

Responding to reviews on your Google Business Profile is essential for maintaining a positive online reputation and building trust with current and prospective patients. Review the following best practices when responding to reviews and recommendations on how to establish a review response workflow for the practice. 

For practices using the AI Generated Review Replies feature, the generated replies takes these guidelines into account - saving you time and effort to focus on patient care.

General Guidelines

  • Maintain Patient Confidentiality: Adhere to HIPAA regulations by avoiding any acknowledgment that the reviewer is a patient. Do not disclose any protected health information (PHI), even if the patient has shared personal details in their review.
  • Timely Responses: Aim to respond to all reviews promptly, ideally within 24 hours. This demonstrates attentiveness and commitment to patient satisfaction.
    icon_tip.png Tip: Responding to reviews within 24 hours shows that the practice values feedback and is committed to improvement. 
  • Professionalism: Maintain a courteous and professional tone in all responses, regardless of the review's sentiment. Avoid defensive or confrontational language.

Positive Review Response

Review the following best practices and examples when responding to positive reviews.

Best Practice Example Response
Express Gratitude

Thank the reviewer for their kind words.		 "Thank you for your positive feedback! We strive to provide excellent care to all our patients."
Highlight Practice Values

Reiterate your commitment to quality care.		 "We're dedicated to offering compassionate and comprehensive healthcare services."
Encourage Future Engagement

Invite the reviewer to continue utilizing your services.		 "We look forward to serving you in the future. Don't hesitate to reach out if you need anything.

Negative Review Response

Use the negative feedback as an opportunity to assess and enhance your practice's operations and patient interactions. Review the following best practices and examples when responding to negative reviews. 

Best Practice Example Response
Acknowledge the Feedback

Thank the reviewer for bringing the issue to your attention.		 "Thank you for your feedback. We take patient concerns seriously."
Avoid Specifics

Do not discuss any details that could identify the individual as a patient or reference their specific situation.		 "We strive to provide high-quality care and are concerned when expectations are not met."
Invite Offline Communication

Encourage the reviewer to contact your office directly to discuss their concerns.		 "Please contact our office at [phone number] to discuss this matter further. We value your input and aim to improve our services."

Additional Considerations

By following these best practices, your private practice can effectively manage online reviews, maintain patient confidentiality, and demonstrate a commitment to patient satisfaction and continuous improvement.

  • Monitor Reviews Regularly: Keep track of new reviews to respond promptly and address any emerging concerns.
  • Develop a Response Strategy: Create standardized response templates that comply with HIPAA guidelines, ensuring consistency and legal compliance.
  • Encourage Patient Reviews: Positive reviews can bolster your online reputation. Encourage satisfied patients to share their experiences, but never offer incentives for reviews, as this can violate platform policies.

Review Response Workflow

Educating staff members on responding to reviews effectively and implementing the practice consistently can vary based on several factors, such as the size of the team, their familiarity with online reviews, and the practice's current processes. It may take 4–6 weeks to fully educate the team and integrate this process into daily operations. However, ongoing effort is required to maintain consistency and adapt to new challenges. Review the estimated timeline and recommended training to provide.

Training & Education (1–2 Weeks) 

  1. Preparation (1–2 Days)
    • Develop a training guide, including best practices for responding to reviews.
    • Create templates for common responses (e.g., positive, neutral, and negative reviews).
    • Schedule team training sessions.
  2. Team Training (3–5 Days)
    • Conduct a session to explain the importance of online reputation management and HIPAA compliance.
    • Review examples of appropriate and inappropriate responses.
    • Provide role-playing opportunities to practice crafting responses.
  3. Review & Feedback (3–5 Days)
    • Allow team members to practice responding to sample reviews.
    • Provide feedback on their responses to ensure alignment with best practices.

Implementation Phase (2–4 Weeks)

  1. Assigning Roles (1 Week)
    • Designate specific team members to monitor and respond to reviews.
    • Define a review schedule (e.g., daily or weekly).
  2. Practice and Refinement (2–3 Weeks)
    • Start responding to actual reviews while monitoring for compliance with training guidelines.
    • Regularly review responses as a team to identify improvement areas.

Ongoing Monitoring & Updates (Continuous)

  • Allocate time for periodic refresher training (e.g., every 6 months or as needed).
  • Stay updated on changing HIPAA regulations or review platform policies.
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