Patients read reviews before they choose a provider, and Google uses them when deciding who appears in the map results. A steady flow of recent, genuine reviews is one of the most useful things a practice can build. Healthcare adds two complications: privacy and platform rules.
Asking for reviews
- Ask everyone. A simple request after each visit, by text or email, works better than asking only patients you think were happy. Selective asking is also against Google policy.
- Make it one tap. Send a direct link to the review form for the right location.
- Do not offer incentives. Discounts or gifts in exchange for reviews are not allowed by Google and can create other problems.
- Keep the request neutral. Ask for honest feedback, not for five stars.
Replying to reviews
A reply is public. Under HIPAA, a practice should not confirm that the reviewer is a patient or mention anything about their care, even when the reviewer has shared details themselves.
- Thank the person for the feedback in general terms.
- Do not refer to a visit, a date, a diagnosis or a treatment.
- For complaints, invite them to contact the office directly and give a phone number.
- Never argue the facts of a case in public.
A simple routine
Assign one person to check reviews each week, reply using approved templates and pass real complaints to the practice manager. Small and regular beats a burst of activity once a year.
This article is general information, not legal advice.
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