Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful.
When Responding to Online Reviews, Keep HIPAA Guidelines in Mind
When responding to online reviews be sure to keep HIPAA guidelines in mind.
Healthcare companies can violate federal law if they do not follow HIPAA guidelines when replying to a review online, writes Art Gross, CEO of Entegration.
If a patient writes about his diagnosis in the review, a doctor can not write about anything regarding the patient’s diagnosis, he writes.
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) protects patients’ health information.
Gross advises physicians to keep all replies short and simple. Thank the reviewer for taking time out of their day to share their feedback, then open up an opportunity for a phone discussion.