Best Strategies for Responding to Patient Feedback

Patient Feedback 

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It is very easy to search for detailed guidance about responding to patient reviews. Nonetheless, many of them need to consider HIPAA or other compliance regulations, as they are not tailored to the healthcare industry.

Addressing patient feedback can be a difficult task.

HIPAA regulations prohibit hospitals and physicians from revealing any details of an individual’s protected health information (PHI), including if they are patients. HIPAA violators may be subject to criminal charges with a fine of $50,000 and a possible jail sentence of up to a year. It is meant to act as a deterrent.

Consequently, your health/wellness business might need to be more open to interacting with online reviews. Still, it is essential to respond to all reviews, whether negative, mixed, positive, or even fake.

The following points explain why:

  1. Boosting local SEO.

One technique to get your business to rank higher on Google is to monitor and answer customer reviews.

  1. It establishes faith and reliability. 

Actively addressing all patient reviews indicates why patients can have faith in your services. It displays your dedication to providing a satisfactory experience to all visiting your establishment.

  1. It improves patient fidelity and retention.

Reacting to positive feedback strengthens the connection between the customer and the brand, which enhances trust and retention. Similarly, responding to a negative or mixed review constructively and genuinely is beneficial in addressing the issue and boosting one’s online status.

A well-thought-out plan for handling one’s public image can enable you to address all customer reviews quickly and carefully.

This article puts forth useful prompts to assist in composing replies to customer reviews. These should be tailored for each response. Making modifications in this manner will enrich your response approach and online reputation.

Before anything else, we should review the accepted procedures and how to answer inquiries while considering HIPAA regulations.

Strategies for Addressing Reviews of Healthcare Services

Are you aware of the information that individuals who are either current or potential patients are discovering online about your company’s operations?

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It’s high time to begin noticing and replying to reviews if you still need to. What’s the reason for this?

It is estimated that over 84% of individuals put the same amount of confidence in online reviews as they do in the assessments of their friends and family.

A few of the sites they are looking at include:

Review Responses and Adhering to HIPAA Standards

Staying within the HIPAA regulations at every point of customer contact is essential for keeping confidential patient data secure and protecting your business from costly fines and potential legal action, including when patients voluntarily give out this data by leaving reviews online. Ensure that patient confidentiality is safeguarded and a professional, compassionate attitude is conveyed.

To remain HIPAA compliant, here are the best strategies to follow when responding to patient reviews:

  • Express your gratitude to the reviewer for their positive and negative comments.
  • Do not use any private health data (PHI) in your response, such as a person’s:

Name, Email, Telephone number, Birthdate, Appointment dates/times, Test results

Diagnoses

  • Refrain from mentioning any details or specifics regarding the patient or their treatments.
  • Do not include in your reply any language that implies the reviewer has been to your facility as a patient.
  • Utilize pre-approved response phrases tailored to common scenarios and modify them as needed.
  • Concentrate on the positive and create answers that illustrate your commitment to enhancing the patient experience.
  • Provide contact details (e.g., emails or phone numbers) to take the conversation off the Internet. It helps you to avoid engaging with negative reviewers or causing further public online dialogue.

Strategies for Addressing Feedback from Patients & Customers

When crafting a reply to a review, two main points should be kept in mind:

  1. Express yourself authentically and honestly.
  2. Don’t include confidential information.

When crafting a response, one should remember to adhere to their business’s brand tone and voice. In particular, take caution to ensure the answer is in line with the company. To illustrate, a smaller, doctor-owned medical practice response will tend to be friendlier and more accustomed than a more significant organization or hospital.

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Strategies to Handle Negative and Mixed Reviews Effectively

It is best to wait before responding to a negative review, as a hasty reply can influence the quality of your response and possibly be regrettable.

Allocate some time to prepare your answer.

  • Pay attention to genuine reviews–particularly when they are unfavorable.
  • Never delete negative feedback.
  • Refrain from asking patients to erase or modify a review.
  • Always be gracious and thank the patient for taking the time to write a review.
  • Do not apologize in public; dodge any comment that can be interpreted as an admission of an error.
  • Utilize authorized answer prompts that deal with common situations and modify them as needed.
  • Directly address their worries using company policy. For instance, if a patient talks about long wait times, directly address it in your response, “We intend to see all patients on time.”
  • Focus on the positive and create responses that demonstrate your devotion to improving the patient experience.
  • Keep it brief and sweet. Give contact info (e.g., private emails or contact numbers) to take the conversation offline. It helps you to avoid interacting with negative reviewers or stirring up further public online discussion.
  • Let the reviewer know the pertinent team is accessible should they require more help.
  • Include the next steps and, if necessary, your direct contact information so the reviewer can follow up with you if they want to talk further offline.
  • Thank the reviewer again.
  • Sign with a real name at the conclusion of your response.

If you keep a close eye on reviews about you, it will be easy to spot any fake reviews that break the website’s rules.

Businesses with a Google My Business profile should take advantage of the Ability to request a review removal (source). However, reacting to false reviews in a way that encourages further private, one-on-one communication is also recommended.

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Strategies for Generating Positive Feedback

It is a great chance to strengthen the positive assessment and further develop your reputation when receiving positive feedback.

  • Express your gratitude to the reviewer for taking the time to leave their opinion.
  • Refrain from commenting on a particular individual or their treatments.
  • Utilize the suggested response phrases to handle standard scenarios and tailor them to the situation.
  • Reinforce the importance of providing a positive experience.
  • Appreciate the reviewer once more.
  • Sign off with an authentic name.

An additional suggestion: To promote SEO optimization, include a relevant keyword or phrase (e.g., company name, city, products, or services) in the text.

We hope these instructions will assist you in replying to online commentary in an expert, beneficial, and HIPAA-abiding way that safeguards your business’ standing and conveys that you value your patrons.

Hucu.ai is HIPPA-compliant healthcare communication software with the following additional features. Best choice for your healthcare facility.

  • Ensures messages about patient information are confidential and secure.
  • Ability to send different kinds of messages to nurses than doctors.
  • It offers the Ability for users to send messages within the platform.
  • Integrate with telephone infrastructure so users can make calls directly from the tool.
  • Ability to receive notifications for new messages on a multitude of external devices.
  • Allows administrators to set up and implement any levels of authorization required to send and receive secure messages HIPAA compliant.
  • Facilitates communication between healthcare professionals 
  • Aligns and complies with HIPAA regulations and standards
  • Supports desktop, iOS, and Android operating systems
  • Allows the determination and assignment of the lifespan of a delivered message
  • Enhances clinical workflows and Ability to track and analyze patient referrals, retention, and turnover.
  • Stores clinical data into a centralized database; supports physician access to data.

If you have any inquiries about the software, please don’t hesitate to contact our support staff at Hucu.ai.

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