Watch out for these HIPAA violations in online reviews
Use caution with criticism
Physicians should think about interacting with an unhappy reviewer on Yelp in the same way they would speak to an unhappy patient in the office. Physicians need to be especially careful when defending themselves against a negative review, and even avoid identifying the reviewer as a patient. Keep replies short and simple. The physician should thank the reviewer for taking the time to share his concern and invite him or her to have a phone conversation to discuss the matter.
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Periodically monitor reviews and ratings
Make sure your practice has a clear policy regarding responses to patient complaints as part of its HIPAA policies and procedures for employees. Have front office staff notify the physician of a negative review so that he or she can respond to the patient directly.
Talk it out
As a best practice during a follow-up phone call, physicians should listen to the complaint and let the patient know how they plan to resolve it, or discuss reasons for prescribing a treatment. Patients are more likely to update negative reviews if they know they’ve been heard.