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If you've looked at your organization's Yelp or Google reviews recently, chances are you saw a few negative reviews mixed in with the positive ones.
Responding to these reviews is tempting, and, when done correctly, a response can help both with patient service recovery and making a positive impression on future review-reading consumers. This can be tricky, though, since your response needs to be HIPAA-compliant, empathetic without sounding defensive, and personalized while still being scalable across reviews.
This cheat sheet provides best practices for strategically responding to online reviews in a HIPAA-compliant, patient-friendly manner.
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