Negative online review template response

Description

As described in more detail here, negative online reviews can help improve our practices. But they can also cause significant emotional and financial stress; and reputational damage.

Responding publicly to reviews is sometimes necessary to protect our reputations and to demonstrate to the public that we listen to feedback and are committed to providing quality care. But speech pathologists are constrained by ethical and legal rules, e.g. about advertising and client privacy.

I’ve given some thought to how best to respond to negative reviews publicly – both from identified clients and anonymous reviews – while complying with our ethical and legal obligations.

This template response is designed to balance our need to protect reputations and to demonstrate our commitment to quality care against our obligations to maintain client confidentiality and to act ethically.