Patients read reviews before they choose a doctor, and Google considers the number and rating of reviews when it ranks local results. A steady flow of honest reviews is one of the most valuable assets a practice can build. It also comes with rules that healthcare providers must follow carefully.
How to ask for reviews
- Ask every patient, not only the ones you expect to be happy. Selectively asking satisfied patients (“review gating”) is against Google’s review policies.
- Ask at the same moment each time, for example in a text or email sent shortly after the visit.
- Make it easy: include a direct link to your review page so patients don’t have to search for it.
- Give your front-desk team a short, simple script so the request sounds natural.
What you must never do
In 2024 the Federal Trade Commission finalized a rule that targets fake and manipulated reviews. For a practice, that means:
- No fake reviews, including reviews written by staff, family members or anyone posing as a patient.
- No payments, discounts or gifts that depend on the review being positive.
- No threats, intimidation or legal pressure to remove honest negative reviews.
Breaking these rules can lead to penalties and to platforms removing your reviews, so it’s not worth the risk.
How to respond without exposing patient information
This is where healthcare is different from other businesses. Under HIPAA, you cannot disclose a patient’s health information, and that includes confirming that the reviewer is your patient at all. The HHS Office for Civil Rights has penalized practices for revealing patient details in replies to online reviews.
A safe reply thanks the reviewer, speaks in general terms about your policies, and invites them to contact the office directly. For example:
Thank you for taking the time to share your feedback. We take every comment seriously and would welcome the chance to talk with you. Please call our office manager at (555) 555-0100.
Use the same calm, general tone for positive reviews. Avoid phrases like “we’re glad your procedure went well,” which confirm that the person was treated by you.
When a review is false or abusive
If a review is clearly fake, contains offensive language or was written by someone who has never been to your practice, report it through the platform’s own process. Don’t argue in public, and don’t share details to prove your side.
Monitor every platform
Check Google, Yelp, Healthgrades and your social media pages at least weekly so no review goes unanswered for long. A timely, professional reply shows future patients how you treat people.
This article is general information, not legal advice. Review your practice’s policies with your compliance advisor.
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