About HIPAA and reviews
HIPAA (Health Insurance Portability and Accountability Act of 1996) protects patient information and can limit how companies should respond to negative reviews. We recommend remaining as generic as possible in responding to patient-written reviews, so as not to violate any privacy policies.
Here is a link to the Shopper Approved privacy policy.
Best practices for responding to reviews:
Avoid validating any accuracies in the review
Even if the patient stated that they visited, do not thank them for visiting
If the patient lists specific symptoms, do not confirm or deny this is accurate
Don’t confirm that the reviewer is in fact a patient
Follow up directly with the patient for urgent issues
If the patient is complaining about a medical issue, call or email the patient directly (using the "Contact the Customer" feature), rather than posting a company response
Settings to avoid:
Email all disabled: allow customers the ability to opt-in to receive the Shopper Approved follow-up email. Keeping email all off allows customers the ability to decide if they want to be followed up with. (top-left menu > Setup > Seller Ratings > Send emails to all customers who check out (No opt-in)).
Auto-populate values disabled: Don't auto-populate customers' information from the checkout page. This allows us to only obtain customers' information if they willingly provide it to us. (top-left menu > Setup > Seller Ratings > Auto populate values).
