If a patient gave you a negative review in your office or on the phone, you’d listen and respond. Therefore, the best practice is to respond if you get a negative review online. We should treat the online world the same as the offline world whenever we can.
Here in the world of healthcare, HIPAA makes this a challenge. I’ve asked many, many healthcare practitioners and lawyers about it – can any response be given at all? I get multiple answers. As a result, you MUST consult your own lawyer and get specific guidance. This article isn’t a replacement for that guidance.
However, if you’re on the fence about whether you should respond to negative reviews at all, here’s a good article I hope convinces you.