Sample Review Response Toolkit - Facility RM

Hannah Brown -

Sample Review Responses

Please refer to the customizable samples below when writing a response to a positive or negative review. More information on reputation management best practices and knowing when it is appropriate to respond to reviews can be found in the Reputation Management toolkit. If you need any assistance writing a response or are questioning whether or not you should respond, please contact your Reputation Management Account Manager.

Responses for Positive Reviews

  1. Thank you for the positive We appreciate the kind words.
  2. We strive to provide the highest quality in patient Thank you so much for sharing this story with us!
  3. Thank you for connecting with us about this experience with our staff. We will be sure to pass this appreciation
  4. Thank you for giving our hospital a great score! Our dedicated staff takes great pride in serving the <city name>
  5. Thank you so much for taking the time to share these Our staff will pass along the kind words!
  6. Our hospital aims to deliver the highest quality patient We love to hear about these positive experiences. Thanks for sharing this feedback with us!


Responses for Combination (Positive and Negative) Reviews

  1. Thank you for the compliment of our We will work with our nursing staff to improve our process for sending medications to the pharmacy.
  2. Thank you for sharing the positive feedback regarding our We will take this parking experience into account and work to improve the signs and directions in our facility.
  3. Thank you for the feedback and the positive comments about <physician, nurse, or staff member mentioned>. We want to apologize for any prolonged wait times, as we strive to provide patients with the timeliest care We will re-examine our procedures as part of our commitment to high quality care.
  4. We are grateful for the kind words regarding our We will investigate the concern regarding <specific issue> and take the appropriate measures to fix this issue.
  5. Thank you for the positive feedback! We want to apologize for any issues experienced regarding our wait We will strive to be more efficient in the future.


Responses for Negative Reviews

  1. Thank you for bringing this matter to our attention. Our patient advocacy department has been alerted to the situation and would personally like to speak with The advocate team is available to receive calls from 8 am - 5 pm. At your convenience, please contact our patient advocacy department at <phone number>.
  2. We are very sorry to hear about this Patient satisfaction is important to us at <facility name>, so we will make every effort to address any concerns. These comments have been shared with <contact at facility – position/first name >. If you would like to speak with someone about your experience, please call <position, phone number>.
  3. We are sorry to hear about the long wait time in our We will look into this and try to improve our wait times in the future.
  4. We are so sorry to hear about this. Please call our <position><name> at 555-555- 5555 to discuss this situation
  5. We are sorry to hear of this experience in our hospital and would like to look into this Please call <contact at facility - position/first name> so that we can get further information to address the situation.
  6. Thank you for sharing thoughts on this experience, we truly value all feedback. If you would like to speak directly with someone about your experience, you may call <contact number>.
  7. We are sorry to see reviews like this. We strive to provide all of our patients with excellent service and will work to improve our customer service at check-in.
  8. We are always sad to hear someone had trouble reaching We want all of our patients to be able to communicate with our hospital easily and will re-examine our phone procedures to prevent this in the future.
  9. We sincerely apologize for any scheduling and billing issues experienced at our hospital and value this We are dedicated to providing timely, patient- centered, quality care and regret that this was not the experience described. As we work to improve our processes, please don't hesitate to reach out to <contact> at < phone number > to express your concerns.
  10. Thanks for making us aware of this Please send us a private message with your contact information, or reach out to us at <###-###-####> so that we may discuss this issue.
  11. We appreciate you bringing this billing matter to our We would like to personally discuss this matter with you so that the situation can be resolved. Please contact our staff at <### - ### - ####> at your convenience. Thank you.
  12. Our hospital truly values your feedback, and we are sorry to hear about this Please contact our <marketing director/patient safety officer/etc.> at <### - ### - ####> so that we may work to make the situation better. Thank you.


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