How to Use & Manage AI Review Replies Safely in Healthcare (HIPAA-Aware)

Introduction

In this video (and support article), we’ll walk through how to safely configure, manage, and use AI-powered review replies in a healthcare or wellness practice while staying HIPAA compliant. You’ll learn the rules and guardrails, how to enable or disable AI review replies, how to reply manually, use suggestion mode, or automatic mode, and review real examples.

Review Reply Guidelines: HIPAA-Safe Rules & Best Practices

Follow these rules to make sure your public review replies don’t violate patient privacy or HIPAA:

✅ Dos & ❌ Don’ts for Review Replies

✅ Do:

• Thank the reviewer for their feedback in a general way (“Thank you for sharing your thoughts.”)

• Use neutral, nonclinical language — keep it generic, avoid medical details

• Mirror one short neutral phrase from the reviewer (sparingly), but don’t elaborate

• For negative or concerning reviews, include a line to move the conversation offline (e.g. “If you’d like to discuss further, please contact our office directly.”)

• Keep replies short — no more than five sentences

• Vary tone so replies don’t look robotic or automated

❌ Don’t:

• Confirm or deny that the reviewer is or was a patient

• Mention reviewer or provider names, treatments, diagnoses, dates, appointment times, or medical details

• Use words like “visit,” “session,” “adjustment,” “doctor,” “treatment,” “next time,” “serving you again,” “see you again,” or variations

• Refer to future care, ongoing treatment, or continuing service

• Apologize (don’t say “I’m sorry” or imply error)

• Ask follow-up questions in your reply publicly

These rules are drawn from HIPAA review response guides and healthcare compliance best practices. Marketly+3GatherUp+3Bass, Berry & Sims PLC+3

AI Review Replies Feature: Modes & Settings

Here’s how your AI review reply functionality should work, and how to control it safely.

Modes of Reply

• Automatic — AI posts replies immediately (for reviews that qualify)

• Suggestive — AI drafts a reply, but it must be reviewed and approved manually

• Off— No AI replies; all responses are composed by staff

You can also configure thresholds (for example, only auto-reply to 5-star reviews) so lower ratings route to manual handling.

How to Enable / Disable AI Reviews & Manage Modes

1. Go to Reputation→ Settings →  Review AI in Veloce

2. Select your default mode (Automatic, Suggestive, or Manual).

3. Set wait time before responding (ie. 5 minutes)

4. You can then adjust the Review AI Agent Settings by click the ... to the right and selecting EDIT.

   1. Tone

   2. Agent Instructions

      1. Be careful adjusting this as it will affect all replies moving forward.

      2.  You can see a sample reply by clicking GENERATE next to AI Agent Response Preview

      3. (Optional) Set rules or thresholds (e.g. “Auto only for 5★ reviews, manual for ≤4★”).

      4. Footer: You can place your business name here if you'd like;

         1. ~ The Centre - Chiropractic and Wellness | Dublin, OH

         2. NOT ~ The Centre - Chiropractic and Wellness. We look forward to helping you again soon.

         3. NOT ~ Dr. Lundeberg @ The Centre 

5. Click Save to apply changes.

In the video, show navigating those screens, toggling the switches, and then showing how a new review is handled under each mode.

How to Reply: Manual, Suggestive, Automatic

Manual Reply Mode

• Use the HIPAA-safe rules above

• You have full control over tone and content

• Useful for negative reviews or sensitive cases

Suggestive Mode

• AI proposes a reply using your prompt / rules

• You review, edit if needed, then approve or reject

• Helps speed up replies while maintaining compliance

Automatic Mode

• AI posts replies immediately based on your rules

• You should audit outputs periodically

• If a review is too detailed or sensitive, the AI may skip auto reply and require manual intervention

Where to View Reviews & Manage Replies

To see reviews and choose how to respond (manually, via suggestion mode, or with AI auto replies), follow these steps:

Viewing Reviews

1. Log in to your dashboard / admin portal.

2. Go to Reputation → Reviews 

3. In this panel, you’ll see incoming reviews listed — usually sorted by date, rating, or status.

4. You may also filter or sort reviews (e.g. by star rating, review age, or those flagged for manual response).

Responding Manually

• Next to a review, click Reply / Respond (or “Write Response”) button.

• Compose your response following the HIPAA-compliant rules (no PHI, no medical detail, etc.).

• Preview and approve the reply.

• Publish / post the reply so it appears publicly.

Using Suggestion Mode

• When suggestion mode is enabled, AI will generate a draft reply for you.

• You’ll see the “AI Reply” button below review. Click it and it will generate a review for you.

• You can edit, accept, or reject this reply.

• Once accepted, the edited version will be posted publicly.

Viewing / Managing AI Auto Replies

• In auto mode, eligible reviews are replied to automatically by the AI (per your settings).

• In the Reviews panel, replies posted by AI will be flagged or labeled (e.g. “Replied By Reviews AI”) so you can distinguish them.

• You can review past auto replies by filtering or checking a “Replied” status.

• For any auto reply that seems questionable, you may have an option to edit, delete, or override it manually.

Edit or Delete Your Reply on Google Business Profile

Here’s how you can manage your replies (edit or delete) directly in Google Business Profile:

1. Go to your Google Business Profile and navigate to “Read reviews.” Google Help

2. Locate the review you have replied to. Under your reply, click the Edit (pencil icon) to modify it. Google Help

3. If you prefer to remove your reply entirely, click the Delete option (trash icon) next to it, then confirm. Google Help

4. After editing, click Update to save changes. Google Help

5. Note: your replies may take a little bit of time to reflect, and the reviewer is notified when you update a reply. Google Help

Important: You cannot edit or delete the review itself if it was posted by a customer (only Google / the reviewer can do that). Octiv Digital+1

If a review violates Google’s policies (spam, inappropriate content, etc.), you can flag it for removal. Google Help

Examples & Walkthrough

In the video, show reply examples side by side, highlighting which phrases are allowed vs prohibited (e.g. strike out “see you again,” “visit,” etc.).

Tips & Best Practices

• Periodically audit AI replies for compliance

• Keep a log of replies, drafts, and approvals for audit purposes

• Update your prompt / reply rules if HIPAA guidance or standards change

• Train all staff who may reply (or approve replies) on these guidelines

• For reviews rated 4★ or lower, route them manually — don’t use fully automated replies for sensitive or negative reviews

• For AI systems, ensure the AI has no access to patient records or PHI

Use fallback: if AI is unsure or a review is complex, default to minimal safe reply

Written Authorization & Testimonials / Marketing Use

• You do not need written authorization simply to respond to a review publicly, as long as your response follows HIPAA-compliant rules (no PHI, no confirmation of patient status, etc.).

• However, if you want to use a review/testimonial (e.g. republish it on your website, social media, marketing materials) or display it in a way that reveals identifiers or health details, you must obtain a valid, written authorization from the patient. Compliancy Group+2Solutionreach+2

• The authorization should clearly state what information is shared, where and how it’s used, for how long, and the patient’s right to revoke consent. HIPAA Times+2Solutionreach+2

• Keep records of all authorizations and ensure they’re stored securely, in case of audit. Solutionreach+2Tebra+2

Disclaimer / Legal Notice

The information in this article is provided for informational purposes only and should not be interpreted as legal advice or a substitute for consultation with a qualified attorney or compliance professional. Laws and regulations related to healthcare, privacy, and advertising vary by state and locality, and may change over time. You should verify that the practices described here are permitted in your jurisdiction and, if needed, seek guidance from a healthcare attorney familiar with your state. Use of this material is at your own risk, and we disclaim all liability for reliance on this content.