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For clinics

Review management for clinics and practices

Replying to a clinic's reviews carries an added risk: a careless reply can publicly confirm that someone is a patient or reveal health information.

Rules for replying in healthcare

  • Do not confirm that the person is or has been a patient, even if they say so themselves.
  • Do not mention treatments, diagnoses, tests or visit dates.
  • Reply in general terms and offer a private channel to discuss the case.
  • When a complaint is about a treatment, avoid discussing details in public.

Example of a safe reply

“They kept me waiting more than half an hour and nobody explained anything.”
Example replyThank you for your comment. We are sorry the experience was not what you expected; keeping waiting times down is a priority for us. If you like, write to us at contact@yourclinic.com and we can look into it privately. — The clinic team

Google and Doctoralia

Clinics usually receive reviews on Google and on Doctoralia. It is worth replying on both with the same cautious approach.

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