While a dental practice can acknowledge a patient's review, it must be done in a way that maintains compliance with HIPAA regulations regarding patient privacy and confidentiality. Any response should avoid disclosing specific personal health information or any information that could potentially identify the patient.
Dentists should maintain a general and non-identifying approach when publicly acknowledging patient reviews to protect their privacy.
The American Dental Association (ADA) has released a toolkit to help dental practices respond to reviews and caution that responses should remain general.
The ADA states, "Responding is even more complicated in healthcare since patient confidentiality must always be maintained. Be mindful that privacy laws apply. If you choose to respond, it's best to do so in very broad 'all patient' terms."
Unlike in other healthcare industries, the ADA does not discourage dental practices from soliciting reviews, saying, "In general, people are more likely to leave a review if they had a negative experience — which is why soliciting positive reviews can help paint a more accurate picture of the average patient's experience. You can encourage patients to leave truthful reviews."
Protected health information (PHI) includes any individually identifiable health information, this includes:
Dentists have a legal and ethical obligation to safeguard patient privacy by not disclosing patient information without explicit permission.
By discussing general policies and standard protocols, dentists can provide meaningful responses to online reviews while respecting patient privacy and complying with HIPAA regulations. This approach allows dentists to engage in constructive dialogue, address concerns, and educate patients without disclosing patient-specific information.
Regularly monitoring online reviews and promptly responding to patient concerns or complaints is a proactive approach that allows dental practices to address patient feedback, improve patient experience, build trust, mitigate negative impacts, enhance online reputation, and engage positively with patients. Dentists should allocate time and resources to effectively manage and respond to online reviews to maintain a positive online presence and patient satisfaction.
Internal policies and procedures should align with HIPAA regulations to protect patient privacy and safeguard PHI. Clearly outline the expectations and requirements for staff members regarding the management of online reviews while maintaining HIPAA compliance.
By developing internal policies and procedures for managing online reviews, dental practices can establish a framework that promotes HIPAA compliance, protects patient privacy, and provides clear guidelines for staff members. These policies ensure a consistent approach to online review management.
Training sessions educate staff on HIPAA regulations, patient privacy, and appropriate responses to reviews. At the same time, audits assess compliance and identify areas for improvement. Dental practices can maintain compliance by staying updated on regulations, protecting patient privacy, and continuously improving review management processes.
Related: Who needs to take HIPAA training?
Dentists can share patient testimonials or success stories online while maintaining HIPAA compliance by taking necessary precautions. This involves:
Related: Online review response leads to Costly HIPAA Violation for healthcare provider