Guidance for creating a positive reply to a negative review

We understand it is really hard receiving a negative review, especially as home care providers work so hard and are passionate about caring for their clients/service users, but it is only natural that home care providers will receive some negative feedback and no one expects a home care provider to receive 100% positive feedback. 

You may disagree with the feedback and wish for the review not to be published, in particular given that home care reviews can be highly emotive. However, in line with all review websites, we take a neutral stance in factual disputes between care providers and reviewers as there is no reliable way to discern who's right about a particular experience. If a care provider disagrees with the reviewer over the experience, we recommend that the care provider writes a reply to the review sharing their version of events so that website users can see both perspectives. 

We believe a good reply can help turn a negative into a positive, showing that you listen to your clients and how much you care. A negative review with a good reply can lend more authenticity and credibility to your other reviews.

We recommend that you reply to negative reviews in a polite, positive and professional way, and that you make your reply relevant and personal.  Good replies often say thank you, address the specific issues, highlight any positives, apologise, sympathise and take responsibility.  

We provide you with the opportunity to write a reply to a review before the review goes live (most review websites publish the review first), so you can always reply in a timely manner and care seekers will always see both perspectives. 

Below are some samples to help you create your positive reply to a negative review. Every review is someone’s personal experience or opinion and deserves to be considered individually.

Please do not copy and paste from our list but create your own personalised reply, keeping in mind not to divulge any personal details about the service user or refer to any matter that is not included in the original review.

Openings

• The team would like to pass on our sincere condolences for your loss.
• Thank you for taking the time to bring your experience to our attention.
• We take all feedback very seriously.
• I am deeply sorry you feel this way and you have had a negative experience.

Content

• We are sorry to hear about your experience. We are more than happy to discuss the options with you, and a senior member of our team will reach out privately to do so.
• We are very sorry to hear you felt a lack of empathy and compassion.
• Our aim is to provide the best possible care to those we support and it is something we take very seriously. 
• There were failings, however, we are now progressing and working in partnership with our Regulatory Authority and Local Authorities.
• Unfortunately, there are times when a person’s needs change and they can no longer be safely cared for, despite all efforts.
• I am sorry that you hadn't been informed by other family members regarding your relative.
• Our current prices for care are in line with our local competitors. All customers are made fully aware of these prior to care provision.
• We strive to provide an outstanding quality of care and improve our service user's experience wherever possible.

Closing

• Again, I can only apologise for your experience and strive to move forward.
• Once again, we are very sorry that you feel the experience did not meet your expectations.
• Please accept our deepest sympathy for your loss and our apologies once again for any distress you may have suffered.
• I have escalated your comments to our senior managers who will be able to reply in more detail. Someone will be in touch very soon.
• We don't have a record of any formal complaints made by yourself, would you be available for a call to discuss in more detail so we can better understand your experience?
• We wish you all the very best.

Covid Specific

• At this time, due to the Coronavirus, the staff have to ensure that strict protocols are adhered to for the safety of our service users.
• We have had to endure very difficult times in supporting everybody during the Coronavirus outbreak and through these unprecedented times.
• We have now gained a better understanding of the pandemic and have become more prepared in dealing with the situation.
• The guidance around isolation has evolved during the pandemic, and we have always been on the cautious side, preferring to be careful rather than increase the risk of infection.