Online reviews have become commonplace in today’s healthcare landscape – for better or for worse. If your practice or facility receives a negative review online, the first instinct may be to take it down to make it go away. Under a new law, however, that course of action could land you in legal trouble.
The Consumer Review Fairness Act of 2016, which went into effect on March 14, 2017, prohibits companies from restricting, prohibiting or penalizing consumer-posted reviews of the company. To read the legislation in its entirety, please click here.
Should your practice find itself on the receiving end of a negative online review, LAMMICO is here to offer support. A two-part feature on responding to negative online reviews was published in previous issues of The LINK.
In the article “Counteracting Negative Online Reviews Through Effective Brand Management,” (Vol. 35, No. 3) legal expert Michelle D. Craig, offers insights on how to take control of your online brand to curtail the effects of a negative online review even before it happens. In her follow up article, “Crafting a Responsible and Compliant Response to a Negative Social Media Review”, Craig offers tips on how to craft a response to a negative review that respects privacy and confidentiality.
If you have questions about how to apply these principles to your practice or facility, please contact your regional LAMMICO Risk Manager to learn more. To subscribe to The LINK or other LAMMICO publications, click here.