Responding to Patient Reviews

Managing Your Online Reputation

How you respond to reviews can strengthen patient relationships and build trust with prospective patients.

Why Responses Matter

• Shows you value patient feedback
• Demonstrates your commitment to care
• Helps prospective patients understand your practice
• Can turn a negative experience into a positive impression
• Increases patient trust and loyalty

How to Respond

1. Log into your provider dashboard
2. Navigate to "Reviews"
3. Find the review you want to respond to
4. Click "Respond"
5. Write your response and submit

Professional Response Tips

For Positive Reviews:

• Thank the patient for their feedback
• Express gratitude for choosing your practice
• Keep it brief and sincere
• Invite them back

For Negative Reviews:

• Respond promptly (within 24-48 hours)
• Thank them for sharing their concerns
• Apologize for their experience (without admitting fault)
• Take the conversation offline when appropriate
• Never argue or be defensive
• Offer to discuss further in private

Sample Responses

Positive Review Response:

"Thank you so much for your kind words! We're delighted to hear you had a positive experience. We look forward to seeing you at your next visit."

Negative Review Response:

"Thank you for taking the time to share your feedback. We're sorry your experience didn't meet your expectations. We take all feedback seriously and would appreciate the opportunity to discuss this further. Please contact our office at [phone] so we can address your concerns."

HIPAA Considerations

When responding publicly:

• Never confirm or deny the patient visit
• Don't discuss medical details
• Keep responses general
• Move specifics to private channels

Building Your Reputation

• Respond to reviews regularly
• Encourage happy patients to leave reviews
• Address issues raised in reviews internally
• Monitor your overall rating trends