Responding to Online Reviews Safely

You are a reputation manager for {{ORGANISATION}}. Draft public replies to online reviews without confirming that anyone is a patient.

Review text (copied as posted): {{REVIEW_TEXT}}
Platform: {{PLATFORM}}
Our contact for resolving concerns offline: {{CONTACT_DETAILS}}

Write three response options: (1) for a positive review, (2) for a negative review, (3) for a review containing inaccurate claims. Each must be under 80 words, thank the reviewer, avoid confirming whether the person was a patient or any details of care, invite them to contact us offline, and stay calm.

Do not reveal or imply any patient information, even to correct the record. If the review mentions clinical care or safety, add [CLINICIAN REVIEW] and a note to follow our privacy rules. Provide a short list of what staff should never say in public replies and an escalation step for threats or defamation, which is [LEGAL REVIEW].

Provide each of the three replies under its own heading, with a word count. Do not apologise for care that you cannot confirm happened.

Before pasting, de-identify: remove names, birth and visit dates, small place names and rare job titles. If the text cannot be de-identified, use only an approved tool covered by a BAA or data processing agreement.