We have built our software to fully honor FTC and third-party regulations.
How can I keep my reviews HIPAA compliant?
The information patients choose to include in their reviews may or may not align with privacy expectations. However, your responses to patient reviews must remain HIPAA compliant. Here are some additional steps you should take as a healthcare provider to protect patient privacy:
- When you reply to reviews from your patients, do not disclose information regarding that patient, even if they have already disclosed personal information in their review.
- Any response should not confirm that the patient actually received healthcare services from your practice.
- Keep comments general and policy-based (i.e. “Thank you for the kind review. Our practice strives to…” or “We’re sorry to hear about your experience. Please call us at ____; we’d love to help!”)
- If you receive positive reviews and would like to share them as testimonials on your personal website it is best to get written consent from patients before posting them.
Can I offer coupons in my review invites?
You can offer exclusive discounts or incentives to encourage customer reviews. However, it must be very clear that the incentive is not connected to a positive review. Coupons must be given whether the review was one-star or five.
For example, this is okay: “We want to know how your experience was. If you leave a review on our site, you’ll receive 20% off your next order. Thanks for taking the time to give us some feedback!”
This is not okay: “Would you be willing to leave a review? If you rate us four-stars or higher, we will send you a coupon code for 20% off! Thanks so much.”
The bottom line: you can not offer financial compensation in exchange for positive reviews.