## Procedure Overview
This procedure guides CVAs in responding to Google Reviews promptly, thoughtfully, professionally, and in a HIPAA-compliant manner.
## Objectives
- Respond to reviews promptly and courteously.
- Acknowledge feedback and provide solutions or next steps when appropriate.
- Reinforce CVA's commitment to reliable, high-quality support.
- Strengthen trust while protecting public-facing privacy.
## Preparation
- Gather relevant information about the service referenced by the reviewer.
- Review communication and compliance guidelines.
- Confirm authorized access to the client's Google Business Profile through the approved credential manager. Do not copy or store credentials in working files.
## 1. Access the Client Account
Use the approved password manager and authorized access method. Follow applicable privacy and data-protection requirements.
## 2. Identify New Reviews
Open the client's Google Business Profile Reviews section regularly. Prioritize the newest and most relevant reviews.
## 3. Assess and Draft a Response
Assess the review's tone and key details. Draft a professional, respectful response appropriate for public viewing. Adjust the approach for positive, negative, or mixed feedback. Do not disclose personal health information or sensitive client details; reference only information the reviewer has made public.
## 4. Post and Document the Response
Post the approved response. Take a completion screenshot and add it to the Hubtasks/Worklenz task comments, then complete the recurring task.