Creating a positive response 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 response can be as important as the review itself because it can:

• Help build relationships with reviewers who may be your 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 responds.
• 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.   A response should be unique, polite, relevant to the review, specific and empathetic.  Here are some samples to help you create your positive response to a positive review:

Opening

Dear J S, 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 are happy with the care we provide.

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

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

Thank you also for your positive comments regarding our carers.

It is our pleasure caring for your relative.  We are so proud of our team, they work so hard.

Closing

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

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 provide care for your relative and we look forward to being of service again soon.

Thank you for choosing our service.

Please do not copy and paste from the above list but create your own, personalised response, 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 response for every review.

How to submit a response

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 Response
 If it’s important that the review is published as soon as possible, choose this option.  You can still add a response retrospectively up to 6 months from the date of publication.

Option 2 – Publish with a Response
 Submit your response here.  Please note, we moderate all responses 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 response.