A harsh review lands online, and your first instinct is to address it and explain what “really happened.” Fight that urge, and pause before you type. Even saying “We remember your visit” can confirm someone is a patient, which is a HIPAA problem.
Instead, let AI draft a calm first reply with a practice-approved AI tool:
Do remove the reviewer’s name, paste the review text, and type: “Write a warm, three-sentence reply to this review. Do not confirm the reviewer is a patient. Invite them to call the office.”
Don’t add the patient’s chart details or type: “Reply to Maria, who came in Tuesday about her contact lens fitting.” Names, dates, and care details do not belong in your prompt.
Edit the draft until it sounds like it would come from someone at your practice, and verify that the reply reveals no patient status or any visit details. Then, post the reply.
Keep in mind that future patients are reading too, and a gracious reply shows them how you treat people.
Also, remember that an AI tool is not HIPAA-compliant just because you use the paid plan. Anything that handles patient information generally needs an appropriate signed business associate agreement, staff training, and office policy.
Got an online review waiting right now? Try it today.
About the Author: Ukti Vora, MBA, M. Optom, FAAO, is the founder and host of Nerdy Optometrist Media, LLC.