Our Rating and Review World
Customer feedback isn't a new phenomenon. Years ago, businesses would ask customers to leave feedback about their products or services. I still remember seeing a "feedback box" where customers could leave a comment for a business owner. Sometimes these comments would find their way on a store post-it board for others to see.
Today, the Internet has taken customer feedback to a whole new level. Public ratings and reviews have become part of the consumer's new normal. It seems ubiquitous for shoppers to "look up a rating" and "read the reviews" about a product or service before making a purchase decision. This circumstance comes with some challenges for mental health providers.
Since the inception of ratings and reviews, professional organizations for therapists, counselors, psychologists, physicians, and nurses have constructed guidelines of ethics on managing and responding to ratings and reviews. Interestingly, HIPPA (and the AMA) do not explicitly prohibit physicians from responding to or soliciting online reviews. However, unlike medical doctors, therapists, counselors, and psychologists cannot ask for Internet reviews, nor can they reply to them in public settings to address them. HIPPA guidelines, the ACA, APA, and NASW codes of ethics prohibit therapists from requesting clients' reviews or testimonials. This professional boundary protects the client from feeling pressured, or if a negative review were published, it might interfere with the therapeutic relationship and harm the client.
Some agencies, however, can, if they choose, invite clients to leave reviews through nondirect and subtle signage in an office foyer or on the agency website that "ratings and reviews are welcome." These agencies may also reply to negative reviews under the condition personal information is never disclosed. Replies such as "we're sorry, please contact us so we can assist in a resolution" are acceptable. Pubic responses from a therapist to a client review are never acceptable.
As a consumer, I honor the power of public ratings and testimonials. As a therapist, I understand the implications of confidentiality. Reviews and ratings should "keep us at our best," yet we are also constrained in how we engage due to client interests. It is a delicate balance to participate in "the new normal" of the "ratings and review" world we live while maintaining healthy boundaries for our clients.
To schedule an appointment with a therapist, call us at 801.944.4555 or visit our website!
