Even the most compassionate hospice agencies may receive a negative review at some point. Whether it’s due to a misunderstanding, an emotional moment, or a genuine service concern, how you respond is critical.
Why Responding Matters
- Shows professionalism: Families see that you take feedback seriously.
- Can turn a negative into a positive: A thoughtful response can win back trust.
- Helps future families: Potential clients will notice your empathy and willingness to address concerns.
Steps to Handle Negative Reviews Effectively
- Take a Breath Before Responding. Negative reviews can feel personal, especially in hospice where emotions run high. Pause, gather the facts, and approach the situation with empathy.
- Acknowledge and Thank the Reviewer. Begin by thanking them for sharing their feedback. Even if you disagree, this shows you value input and are open to listening.
- Stay HIPAA Compliant. Never discuss specific patient details or confirm that someone was under your care. Keep your response general and privacy safe. Example: “We’re sorry to hear about your experience. At [Your Hospice Name], we strive to provide compassionate, quality care, and we take your feedback seriously. Please contact us directly so we can learn more and address your concerns.”
- Offer a Direct Contact. Encourage the reviewer to reach out by phone or email so you can discuss the matter privately. This moves the conversation offline and allows for resolution.
- Learn from Feedback. If the review points to a service gap, take it as an opportunity to improve processes, communication, or training.
How We Support Our Clients with Review Management
At Hospice Care Marketing, we monitor your Google Business Profile for new reviews, both positive and negative, and notify you right away. We can help you craft professional, empathetic responses that protect your reputation and comply with regulations.
📞 Need help handling online reviews the right way? Call (877) 959-5849 for guidance on protecting and improving your hospice’s reputation.