Creating a positive reply to a positive review

There are few better feelings than having your hard work and effort recognised and we believe positive feedback should be acknowledged and celebrated.  A thoughtful, considered and individual reply can be as important as the review itself because it can:

• Help build relationships with reviewers who may be clients or their family members or friends.
• Create a positive impression for care seekers who not only read reviews but like to see how a care provider replies.
• Help reassure reviewers and new care seekers alike that any issues, however minor, are taken into consideration.
• Boost staff morale and a sense of pride in the team.

Every review is someone’s personal experience or opinion and deserves to be considered individually.  Your reply should be unique, polite, relevant to the review, specific and empathetic.  Here are some samples to help you create your positive reply to a positive review:

Opening

Dear A M, we really appreciate you taking the time to leave your review.

Thank you for your review, we value all feedback as this helps us to improve our service where required.

Thank you for taking the time to write your review.

Content

We are pleased to hear that you and your relative are happy with the care/activities/food and drink.

We are glad to hear that your friend is now content in our care.

It is always so nice to hear words like caring, fun and thoughtful used to describe our staff.

Thank you also for your positive comments regarding our home and team.

It is our pleasure caring for your relative here.  We are so proud of our activities team, enriching the lives of our residents.

Closing

I will be sure to share this review with the team here.

Please let us know if there is anything else we can do for you.

Please don't hesitate to get in touch should you need our services again.

Thank you again for your kind words.

Thank you again for taking the time to leave us your review.

It was a pleasure to have you stay with us and we look forward to welcoming you back again soon.

Thank you for choosing our home.

Please do not copy and paste from the above list but create your own, personalised reply, keeping in mind not to divulge any personal details about the service user concerned such as a diagnosis or treatment, the reviewer’s first name (if they have opted to display just their initials online), or refer to any third party or a matter that is not included in the original review.

Please also do not submit the same reply for every review.

How to submit a reply

Once a review has been processed to Pending Publication, it will automatically publish within 7 days.   You can however publish it sooner yourself in the Reviews section of your Control Panel.  You have 2 options:

Option 1 – Publish Immediately without a Reply
 If it’s important that the review is published as soon as possible, choose this option.  You can still add a reply retrospectively up to 6 months from the date of publication.

Option 2 – Publish with a Reply
 Submit your reply here.  Please note, we moderate all replies to ensure they are also compliant with our policy.  We try to do this within 24 hours however it can take longer during busy periods and can slightly delay publication of the review and reply.