Page 19 - 2021 Risk Reduction Series - Communication Part Two

SVMIC Risk Reduction Series: Communication

great if the information being posted is positive, but not so

great if the reviews are negative. These negative reviews may
be posted on the practice’s website and may also be posted on

third-party websites over which the provider has no control. As
mentioned earlier, the internet provides relative anonymity to

users and can appeal to the lesser nature in the user, resulting in
harsher criticisms than would be given in person or with some

sort of accountability provided. What should be done when
negative reviews are discovered about the practitioner or the

practice?

Never, under any circumstances, engage with a patient or
poster online. Doing so could result in a HIPAA violation as it

must be remembered that a patient cannot violate their own
HIPAA rights; however, when the healthcare provider discloses

PHI, a violation occurs.

Furthermore, even if you are able to engage in an online

discussion with a patient or poster without violating HIPAA,
you would be fighting a battle you cannot win in public, and it

could end up calling greater attention to the issue and giving the
patient or poster credibility.

An acceptable defensive action that can be taken is to post

a generic response acknowledging the remark posted and
requesting that the poster contact the practice in order to

discuss the issue. For example, “It appears you have had a
negative experience, and it is the goal of our practice to ensure

everyone has a positive experience. Please call or visit our
office so we can discuss this issue in detail and attempt to

resolve your complaint.” This innocuous response takes further

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