I have been a proponent of ChatGPT and its application to health care. I have previously provided an example of using ChatGPT to obtain prior authorization in minutes instead of hours of uncompensated work. I would like to share another example of using ChatGPT to respond to negative online reviews.

Let’s imagine a negative review from a patient regarding the informed consent. Below is my request to ChatGPT (model GPT-3.5, OpenAI) for a letter to the patient and to the online review site.

My submission to ChatGPT:

“I am a urologist, and I received a scathing letter and a negative online review from a dissatisfied patient. She mentioned that she signed a consent but wasn’t aware of the risks and complications. I have documentation that the risks and complications were reviewed with her, and I offered to answer any additional questions she may have had. My records show no questions after I explained the procedure. Please help me write two letters: one to the patient and the second to the online review site refuting her accusations. Please do not mention her name in the letter to the review site as that would be a HIPAA [Health Insurance Portability and Accountability Act] violation. I appreciate your assistance.”

This is the immediate answer regarding my request from ChatGPT which was obtained in less than 60 seconds:

“Certainly, I can help you draft two letters to address this situation. It’s essential to be professional and maintain patient confidentiality in both letters. Here’s a suggested letter to the patient:

Letter to the Patient:

[Your Name] [Your Title] [Your Clinic Name] [Your Clinic Address] [City, State, Zip Code] [Date]

[Patient’s Name] [Patient’s Address] [City, State, Zip Code]

Dear [Patient’s Name],

I hope this letter finds you in good health. I am writing to address the concerns you expressed in your recent letter and online review regarding the procedure you underwent at our clinic. I value the feedback of all our patients and take your concerns seriously.

First and foremost, I want to reiterate that your well-being and understanding of the medical procedures you undergo are of utmost importance to us. I have reviewed your medical records and can confirm that you were provided with comprehensive information regarding the potential risks and complications associated with the procedure. I personally discussed these risks with you and offered the opportunity for you to ask any questions or seek further clarification.

It is disheartening to hear that you felt uninformed about the procedure’s potential risks. Please understand that it is our standard practice to ensure that patients are fully informed and have their questions answered before proceeding. I have carefully reviewed your medical records, and there is no record of any questions or concerns raised by you following our discussion.

I am committed to providing the highest level of care to all my patients, and I sincerely regret any misunderstanding that may have arisen in this situation. I would be more than willing to schedule an appointment to discuss any lingering questions or concerns you may have, or to further clarify any aspects of your procedure.

Your health and satisfaction are of great importance to us, and we aim to continuously improve our services. I appreciate your feedback and will use it to enhance our patient communication processes.

Thank you for bringing this matter to my attention. If you would like to arrange a follow-up appointment or discuss this matter further, please feel free to contact our clinic at [Your Clinic Phone Number].

Wishing you the best of health and looking forward to resolving this issue together.

Sincerely,

[Your Name] [Your Title] [Your Clinic Name]”

This is the suggested response from ChatGPT to the online review site:

“Letter to the Online Review Site:

[Your Name] [Your Title] [Your Clinic Name] [Your Clinic Address] [City, State, Zip Code] [Date]

[Review Site’s Contact Information]

Dear Review Site Moderator,

I am writing to address a recent online review that has been posted on your platform concerning the services provided at our clinic. While I value patient feedback and constructive criticism, I wish to clarify some inaccuracies in the review without disclosing any protected health information in accordance with HIPAA regulations.

The review in question pertains to a patient’s experience with our clinic. We are dedicated to providing the highest standard of care and ensuring our patients are well-informed about their medical procedures, including the potential risks and complications. We take such matters seriously.

After a careful review of our records, I can confirm that this patient was informed about the associated risks and complications of the procedure. I personally discussed these matters with the patient and extended the opportunity for any questions or concerns to be addressed. Regrettably, there is no record of any further inquiries or uncertainties raised by the patient.

We are committed to open communication with our patients and take all concerns seriously. We believe that informed patients make better decisions about their health care. Our records reflect our dedication to this principle.

We are always working to improve our patient communication processes and enhance the quality of care we provide. Constructive feedback is essential for this endeavor, and we appreciate the vigilance of our patients in holding us to the highest standards.

While respecting patient confidentiality, I would like to reaffirm our commitment to the well-being of our patients and our dedication to transparent, informed consent procedures.

Thank you for your understanding, and if there are any further questions or clarifications needed, please do not hesitate to reach out to us at [Your Clinic Phone Number].

Sincerely,

[Your Name] [Your Title] [Your Clinic Name]”

Bottom Line: It is likely that you will receive a negative review at some time during your career. As physicians we spend our entire professional life protecting our reputation. It is possible for a patient with just a few clicks and a negative review to tarnish a reputation that we have worked so hard to protect. We might hesitate to engage with any online review sites. However, responding to all negative reviews is vitally important. Perhaps ChatGPT may serve as part of our arsenal to manage negative reviews.