Get a link to the podcast and vote for your favorite cartoon: http://wp.me/p4bsis-1d1 Social Media and connecting with patients online can be a great to engage, but be careful of the HIPAA and Health Care Privacy Laws. Learn the Do's and Don'ts.

1. Patient Reviews & Privacy: Getting
Fans and Making Friends Online
Presented by: ettins’ Law, LLC 513-400-3598 mbgettins@gettinslaw.com

2. Absent a proper patient
authorization, you may not post
about patient treatment online.

3. What should a Social Media Patient
Authorization Include?
• Identify what information is to be disclosed
• Identify purpose of disclosure
• Identify how the disclosure is to be used i.e.
Facebook post
• Expressly state the right to revoke and
limitations to revocation
• Follow other standard authorization
requirements

4. What do you do about a bad review?
• Review for inaccuracies and misstatements
• Reply privately
• Reply publically
• Nothing
• Provide a internal avenue for complaints

5. Inaccuracies and Misstatements
There are risks of ‘fake’ reviews or
publishing of inaccurate statements.

6. What can you do about fake reviews
and misstatements ?
• Report, hide, or flag fake posts
• Consult legal counsel

7. Reply Privately
Check for ways to respond to
reviewers privately

8. Yelp
https://biz.yelp.com/support/responding_to_reviews
However, contacting reviewers should be approached with care; internet
messaging is a blunt tool and sometimes good intentions come across
badly. We've [Yelp] put together some examples to help you get this
balance right. Keep these three things in mind as you're crafting a
message to your customer:
1.Your reviewers are your paying customers
2.Your reviewers are human beings with (sometimes unpredictable)
feelings and sensitivities
3.Your reviewers are vocal and opinionated (otherwise they would not
be writing reviews!)

11. Reply Publically
Consider responding to reviews
publically

13. Yelp
https://biz.yelp.com/support/responding_to_reviews
Getting Started Go to the "Reviews" tab after logging into your business account. From
there you'll be able to add a public comment to any review of your business.
Where your Public Comment will appear Your comment will appear directly following the
review that you've commented on.
What should I say in a public comment? Just keep it simple and polite. Yelpers appreciate
honesty and like to know when businesses are making changes based on their
feedback.
Are there times when it's better not to comment? Yes, sometimes it's to your advantage
not to comment at all.
If you're upset, you might write something that will reflect poorly on your business. Wait
until you've had some time to think about a review; there may be legitimate concerns
brought up in the review that you can address in a constructive way.
If you want to thank someone for a positive review, send a private message instead.
Comments that simply thank users without providing new information can be perceived
as overbearing.

15. Post Leads to Protest
http://www.huffingtonpost.com/2013/02/06/amy-dunbar-obgyn_n_2630823.html

16. What can be included in public posts?
1. General medical explanations
2. Statistics and general potential outcomes
3. Possible generally accepted courses of treatment
4. Resource for further information and education

17. Formula for Response
1. Let the reviewer know he/she is heard
2. Provide resources or make a commitment
3. Close with a call to action

18. Do Nothing
• Negative comments can be diluted by
positive reviews.
• If not responded to, negative
comments will sink in SEO ranking
making them less visible on search
results.
• Negative comments will drop to the
bottom of Facebook feeds over time.

19. Provide an avenue for complaints
Create a path on your website for
complaints.

20. Presented by:
Offering Privacy and Security
• Standards Manuals,
• Training,
• Analysis/Assessments,
• Tracking/Monitoring
www.gettinslaw.com 513-400-3895 mbgettins@gettinslaw.com