decisionhealth Newsletters, Part B News - 2022 Issue 5 (May)
Did your practice get burned online? Reach out — and redirect
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Article Overview
This article covers practical guidance for healthcare practices responding to negative online reviews and broader online reputation management concerns. It explains why public responses can create privacy and compliance risks, discusses the role of HIPAA and state privacy laws, and outlines general approaches for resolving complaints offline and encouraging satisfied patients to share feedback. It is relevant to practice managers, compliance staff, and healthcare leaders who manage patient communications and online presence.
Why This Topic Matters
Online review responses can create privacy exposure and reputational harm if handled poorly. The article helps practices understand the compliance and communications issues involved in reputation management.
Article Sections
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Negative online reviews and privacy risks
Introduces the challenges healthcare practices face when responding to negative reviews on consumer review sites. It frames the issue around reputation management and privacy concerns.
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Do not respond publicly
Discusses why public back-and-forth with patients can create legal and reputational problems. It also notes the need to consider broader privacy compliance issues before engaging online.
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Go behind the scenes
Describes a private, patient outreach approach to address complaints away from review sites. The section focuses on general communication and follow-up considerations.
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Like it? Review it!
Explains the idea of encouraging satisfied patients to share positive feedback online through an internal messaging workflow. It emphasizes general reputation-building processes rather than public dispute handling.
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Resource
Provides a source reference related to HIPAA enforcement and compliance.
What You Will Learn
- How healthcare practices can approach negative online reviews at a high level
- Why public responses to patient complaints can create compliance and reputation risks
- How offline patient outreach can be used as part of reputation management
- How practices may encourage satisfied patients to leave positive reviews
- What kinds of privacy and compliance considerations may arise in online reputation management
Who Should Read This
- Practice managers
- Compliance officers
- Healthcare administrators
- Medical group leadership
- Patient communications staff
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