# Respond to an online patient review without violating HIPAA

A public reply that addresses a patient's review professionally without confirming they are a patient, plus the offline follow-up steps.

- Topic: Marketing & Brand
- Framework: Few-Shot
- Level: Standard
- Tags: Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/respond-to-an-online-patient-review-without-violating-hipaa

## Prompt

```text
Help me respond to an online review of our practice.

**Platform:** [Google, Yelp, Healthgrades, Facebook, etc.]
**The review:** [PASTE THE REVIEW]
**Star rating:** [1-5]
**What we know internally:** [BRIEF facts for my eyes only - do not put these in the reply]
**Who will post it:** [e.g. practice manager, office]
**Contact route for offline follow-up:** [e.g. "call our patient experience line at ..."]

The public reply must:
- Not confirm or deny that the reviewer is or was our patient, even if they identified themselves. No names, dates, visit details, diagnoses, treatments, or billing details.
- Not argue with facts, even if the review is inaccurate.
- Speak about our general policies in neutral terms (e.g. "Our practice aims to return calls within one business day").
- Invite the person to contact us directly, by role, not by a clinician's name.
- Stay under 80 words, warm and professional.

Return:
1. Two reply options: one brief, one slightly fuller.
2. A version for a positive review that thanks them without confirming a care relationship.
3. Internal next steps: log as a complaint if it describes a care or service issue, who should investigate, and when to escalate to the privacy officer or risk management.
4. A short note on when to request platform removal (e.g. reviews containing another patient's information or threats).

Have our privacy officer approve any reply template before it is used widely.
```

## What to fill in

- Google, Yelp, Healthgrades, Facebook, etc.
- PASTE THE REVIEW
- BRIEF facts for my eyes only - do not put these in the reply
- e.g. practice manager, office
- e.g. "call our patient experience line at ..."

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.