2021 Healthcare Marketing Trends

February 24, 2021

Understanding The Benefits of Each Social Media Platform for Your Practice

Jan 13, 2021

Staying HIPAA-Compliant When Responding to Patient Reviews

Patient reviews thing because they help prospects determine whether a practice or healthcare clinician tin can provide them with the services they need. In fact, a 2020 survey showed 77% of people utilize online reviews every bit the outset step in finding a new md. All the same, reviews can be both good and bad. There'south no denying how overwhelming it can be when yous notice a negative review here and there on your website and wonder what went wrong.

Positive reviews are oft easy to respond to, every bit a full general "give thanks you" or "we are pleased to hear your positive feel with our team," goes a long way. Just how do y'all respond when the negative reviews pop up? This is where it gets complicated, especially when you lot demand to respect your patient's privacy concerns and comply with the Wellness Insurance Portability and Accountability Human activity of 1996 (HIPAA).

Consequences of Non-HIPAA Compliant Responses

If you respond to a negative review, the most important thing to keep in mind is following HIPAA compliance in order to avoid whatsoever violations existence made. Here are the four levels of HIPAA violations:

  • Tier 1: A fine ranging from $100 to $l,000 for a violation that the covered entity was unaware of and could not have realistically avoided.
  • Tier 2:A fine ranging from $1,000 to $50,000 for a violation that the covered entity should accept been aware of merely could not have avoided even with a reasonable amount of care.
  • Tier 3:A fine ranging from $10,000 to $50,000 for a violation suffered as a direct result of "willful fail" of HIPAA Rules, in cases where an effort has been fabricated to right the violation.
  • Tier four: A minimum fine of $l,000 for a violation of HIPAA Rules constituting willful fail, where no try has been made to correct the violation.

Reasons to Respond to Negative Patient Reviews

While these massive fines may brand you reconsider even answering negative patient reviews, it is important to understand the benefits of reacting and responding to negative reviews for your medical practice.

Gain Insight

Responding to a negative review will allow your do to proceeds insight from the interaction. Mayhap yous idea your patient had a slap-up experience, just little did you know they were upset the wait time was longer than expected, and they failed to mention information technology to you in person.

In this case, they take their complaint and put it online, so others are aware of your wait times. Not just volition this negative review help y'all fix the root cause of the problem that other patients may exist experiencing, only you can fifty-fifty accept the chat offline to learn more than about what went incorrect and how you can ready it.

Build a Relationship

Frequently, negative patient reviews are ignored to avert not-HIPAA compliant responses. Nonetheless, responding to negative reviews gives y'all the opportunity to build a relationship with the patient and further support them. Get their e-mail so you can keep the communication going and check in on them every at present and then to make sure their feel with your practice is going well. This could possibly lead to a great relationship with the patient and encourage them to share their positive experience with others.

Staying HIPAA-Compliant When Responding to Patient Reviews

The penalties of not-HIPAA compliant responses will non only hurt your healthcare practice financially but tin can negatively affect your reputation. Here are a few means to reply finer to patient reviews while existence HIPAA compliant:

Plan your response

Earlier you showtime responding to a negative review because you are eager to resolve the problem, yous need to plan your response ahead of fourth dimension and with thoughtful consideration. Instead of being defensive or trying to justify your side, recognize the patient's concerns and address them politely.

Provide a general response

You can avoid HIPAA fines by replying with a full general response, such as "We appreciate you lot taking the time to provide united states of america with this information. We strive to improve our patient experience and volition await into this." Make sure you avoid calculation whatever data nearly the patient and their visit.

Protect patient confidentiality

When responding to a patient review, yous tin can't give a detailed response online without breaking HIPAA rules. Instead, you can post a generic reply, such equally thanking the reviewer for their feedback and asking him/her to contact the office offline to address specific concerns. You will desire to leave your practice's number or email address in the response then it allows for the conversation to be continued.

Negative patient reviews will happen, but what matters most is how you handle them. The best thing your practice can do is answer to those negative reviews staying HIPAA-compliant and utilizing them to better your do and those you serve.

To learn more about what nosotros offering, please visit our website. Interested in hiring a professional marketing team to help grow your practice? Contact the healthcare marketing experts at LEVO Health today by calling 855-234-0232 or visiting our contact page online .