HIPAA-safe review reply examples for 20 scenarios
Short answer: These therapist negative review response examples all follow one pattern. Each reply thanks the person, says that privacy rules prevent you from discussing anyone's care online and invites a private call. None of them confirms that the reviewer is a client or mentions dates, treatment or outcomes.
Use the examples as models and edit each one for your practice's voice. Pair them with the longer guide on how to respond to negative reviews without violating HIPAA.
Jump to the scenario you need:
- Negative reviews: wait times, fees, cancellation policy, a clinician's style, a serious allegation, a clearly false review, a diagnosis or treatment, an angry or personal review, a family member, billing or insurance
- Positive reviews: a short thank you, a named clinician, described progress, a recommendation
- Unusual reviews: someone else's personal information, a clinical question, a crisis, a denied appointment, another provider named, spam or a competitor attack
- Templates: the three-part reply template, a risky reply before and after a rewrite
Quick checklist before you post
Run these four checks on every draft before it goes live. Each one catches a common way a well-meant reply can confirm a client relationship or reveal care details. If any answer worries you, rewrite the reply or wait a day and ask a colleague to read it.
- Does the reply confirm or deny that the person is a client? If yes, rewrite.
- Does it mention a date, session, diagnosis, medication or outcome? If yes, rewrite.
- Does it invite a private call or email to the office? Prefer that over arguing the facts.
- Has a second person on your team read it? Wait a day if the review is upsetting.
Negative review response examples
Reply to a negative review with two or three calm sentences that thank the person, avoid discussing anyone's care and offer a private way to reach your office. The ten examples below cover common complaints, from wait times and fees to billing, cancellation policies and a clinician's style.
1. The review complains about wait times
"Thank you for the feedback. We work hard to be timely and take comments like this seriously. Our office manager would welcome a call."
2. The review complains about fees
"We appreciate you sharing this. Our fee information is available on our website, and our office can answer questions by phone."
3. The review complains about cancellation policy
"Thank you for your comments. We are unable to discuss individual situations online, but you are welcome to contact our office."
4. The review criticizes a clinician's style
"We are sorry to hear this. Privacy rules prevent us from discussing anyone's care publicly. Please call our office so we can listen."
5. The review alleges something serious
"Thank you for raising this. We take concerns very seriously and cannot discuss any individual here. Please contact our practice director directly."
6. The review is clearly false
"We cannot confirm or discuss anyone's care online. We have reported this review to the platform for review."
7. The review mentions a diagnosis or treatment
"Thank you for the feedback. We are unable to discuss care or confirm anyone's participation online. Please contact our office."
8. The review is angry and personal
"We are sorry you had a frustrating experience. We would like to hear more and invite you to call our office."
9. The review is from a family member
"Thank you for writing. We cannot discuss any individual's care, but our office is happy to listen to your concerns by phone."
10. The review criticizes billing or insurance
"Thank you for the feedback. Our billing team is glad to review any questions you have. Please call our office."
Positive review reply examples
Reply to a positive review with a brief, warm thank-you that does not confirm the person is a client or comment on their care. Keep it to one or two sentences, even when the reviewer describes their progress or names a clinician, as in the four examples below.
11. A short thank you
"Thank you for your kind words. We appreciate you taking the time."
12. The review names a clinician
"Thank you for the kind words about our team."
13. The review describes progress
"We are glad to hear this feedback. We cannot discuss anyone's care publicly, but thank you for sharing."
14. The review recommends the practice
"Thank you for the recommendation and for your support."
Reply examples for unusual reviews
Handle unusual reviews, such as posts that share someone else's information, ask a clinical question or mention a crisis, by keeping the public reply short and pointing to the right next step. That step might be reporting the content to the platform, calling your office or reaching 988 or 911.
15. A reviewer posts personal information about someone else
"We cannot discuss anyone's care. We have reported this content to the platform."
16. A reviewer asks a clinical question in the review
"We are not able to answer clinical questions online. If you need help, please call our office. If you are in crisis, call or text 988."
17. A reviewer mentions a crisis
"We are concerned by your message. If you are in danger, call 911. You can call or text 988 anytime."
18. A reviewer says they were denied an appointment
"We are sorry to hear this. Please call our office so we can understand more and point you to resources."
19. A review mentions another provider by name
"Thank you for the feedback. We are unable to discuss other providers or any individual online."
20. A review is a spam or competitor attack
"We have reported this review to the platform as it does not appear to reflect an actual experience."
What does a risky reply look like before and after a rewrite?
The example below is fictional. The review, the practice and the clinician are made up to show how one risky draft becomes a short, general reply.
Fictional review: "I waited a long time past my appointment time and nobody at the front desk apologized."
Risky draft: "We are sorry about the wait before your Tuesday session with Dr. Lee. We have noted it in your file, and your therapist will follow up at your next appointment."
What the checker flags in the risky draft:
- "session" and "appointment" can confirm a visit.
- "Tuesday" may point to a specific visit.
- "your file" refers to the reviewer's records, and "your therapist" confirms a client relationship.
What a person catches: naming Dr. Lee next to the visit ties the reviewer to one clinician. A word check can miss that, which is why a person reads every draft.
Safer version a person approves:
"Thank you for your feedback, and we are sorry to hear about the wait. Our privacy obligations prevent us from discussing anyone's care online. Please call our office and ask for the practice manager so we can listen."
The checker points out risky wording so you can fix it, and a person at your practice decides what posts. A clean result means only that no flagged words were found, so read the draft once more before it posts. This is general information, not legal advice.
What rules apply to every reply?
Three rules sit behind all 20 examples, whatever the review says. Keep the reviewer's relationship with your practice private, leave out anything about their care and give yourself time before answering anything upsetting. If a draft breaks any of them, rewrite it before you post:
- Never confirm or deny that someone is a client.
- Never mention dates, treatment or outcomes.
- Wait a day before replying to anything upsetting.
What simple template works for any review?
Many of the replies above share the same three parts, so you can build your own templated reply from them. Write one short sentence for each part and leave out anything about the person's care:
- Thanks: "Thank you for sharing your feedback." For a positive review: "Thank you for your kind words."
- Privacy line: "Our privacy obligations prevent us from discussing anyone's care online."
- Private follow-up: "Our office manager would welcome a call at the number on our website."
Put together, a reply to a negative review reads:
"Thank you for sharing your feedback. Our privacy obligations prevent us from discussing anyone's care online. Our office manager would welcome a call at the number on our website."
For a positive review, the thank-you on its own is usually enough, as in scenario 11.
Frequently asked questions
Can I copy these replies word for word?
Use them as a starting point and edit them for your practice's voice. Keep every edit general, with no dates, treatment or outcomes.
What is a good response to a negative review for a therapist?
A good response is two or three calm sentences. Thank the person, explain that privacy rules keep you from discussing any individual in public and offer a phone number or email for the office. For example: "Thank you for the feedback. We cannot discuss anyone's care online, but our office manager would welcome a call."
How long should a reply to a review be?
Two or three calm sentences for a negative review, and one or two for a positive one. A short reply leaves less room to reveal anything about a client.
Do I have to reply to every review?
No. Not replying is always allowed and sometimes wiser, especially if the review is emotional.
What should I do before posting a reply to an upsetting review?
Wait a day and have someone else read your draft.
How do I reply to a fake review?
Report it to the platform first and name the rule it breaks. If you reply, keep it general and do not confirm or deny that the person is a client, as in scenarios 6 and 20 above.
How do I reply to a review that mentions a diagnosis?
Do not repeat, confirm or deny it. Thank the person, say you cannot discuss anyone's care online and invite them to contact your office, as in scenario 7 above.
How do I reply to a positive review without confirming a client?
Keep it to one or two warm sentences, such as "Thank you for your kind words. We appreciate you taking the time." Do not confirm that the person is a client or comment on their care, as in scenarios 11 to 14 above.
How do I reply to a review from a family member?
Thank them for writing, say you cannot discuss any individual's care, and offer to listen to their concerns by phone, as in scenario 9 above.
Where can I learn more about HIPAA and review replies?
Start with our guide on how to respond to negative reviews without violating HIPAA, which lists published HIPAA enforcement tied to review responses. Confirm any enforcement figures against current HHS OCR announcements.
If you are deciding whether to ask for reviews at all, read our comparison of ACA, APA, NASW and AAMFT rules on testimonials.
How do I reply to a review that alleges something serious?
Pass it to the right person inside your practice first, as described under escalation. Then keep any public reply short: thank the person, say you take concerns seriously and cannot discuss any individual online, and point them to your practice director, as in scenario 5.
Can I thank a reviewer who names one of our clinicians?
Yes, as long as the thank-you stays general. Thank them for the kind words about your team, as in scenario 12, and do not confirm that the reviewer saw that clinician or mention their care.
How do I reply to a review about billing or insurance?
Thank the person and invite them to call your office, where your billing team can answer their questions. Keep the public reply general, without discussing the person's account or care, as in scenario 10.
How do I reply when a review names another provider?
Keep the reply general. Thank the person and say you are unable to discuss other providers or any individual online, as in scenario 19.
What if a reviewer says they were denied an appointment?
Say you are sorry to hear it and invite them to call your office so you can understand more and point them to resources, as in scenario 18. Keep it general so it does not confirm whether they are a client.
How do I reply when a review shares personal information about someone else?
Leave those details out of your reply, say you cannot discuss anyone's care, and report the content to the platform. See scenario 15 for wording that stays general.
How do I reply when a review asks a clinical question?
Skip the clinical answer. Say you are not able to answer clinical questions online, invite the person to call your office, and point to 988 if they may be in crisis, as in scenario 16.
How do I reply to a review that criticizes a clinician's style?
Say you are sorry to hear it, add that privacy rules prevent you from discussing anyone's care publicly, and invite a call to your office so you can listen. Leave out anything about the person's sessions. See scenario 4.
How do I reply to an angry or personal review?
Wait a day, then keep the reply short and calm: say you are sorry they had a frustrating experience and invite them to call your office. Ask a second reader to check the draft first. See scenario 8.
Can I reuse one reply for every negative review?
You can start from the same short template, then edit it for the situation and your practice's voice. Keep every version general, with no dates, treatment or outcomes, and have a second reader check each draft before it posts. The three-part template is built for that.
How does Discreet help?
Discreet drafts review replies and flags wording that could confirm a client relationship. A person on your team approves every reply before it posts.
General information only, not legal advice.