Reviews & Reputation
Managing patient reviews and ratings
Frequently Asked Questions
After appointments, patients receive an invitation to leave a review. Reviews include a star rating and written feedback. All reviews are from verified patients who booked through our platform. Reviews appear on your public profile and affect your search ranking.
Yes, you can respond to reviews from your dashboard under 'Reviews'. Professional, thoughtful responses show that you value patient feedback. When responding to negative reviews, remain professional and consider offering to resolve issues offline.
If you believe a review violates our guidelines (fake, abusive, or from someone who wasn't a patient), you can flag it for review. Go to the review in your dashboard and click 'Report'. Our team will investigate within 5 business days.
Focus on providing excellent patient experiences. Respond to all reviews professionally, encourage satisfied patients to share their experiences, and address any recurring concerns mentioned in feedback. Practices with higher ratings appear more prominently in search results.
Your overall rating is the average of all verified patient reviews. Recent reviews are weighted slightly more than older ones. Ratings update in real-time as new reviews come in. You can see a breakdown by rating level in your dashboard analytics.
Yes, encouraging reviews is acceptable and recommended. However, you cannot offer incentives for positive reviews or selectively ask only satisfied patients. After appointments, patients automatically receive a review invitation, but you can also mention that reviews help your practice.
Thank the patient for their feedback, apologise for their experience, avoid being defensive, offer to resolve the issue offline, and keep the response brief and professional. Never disclose patient health information in a public response.
Yes, practices with higher ratings and more reviews tend to appear higher in search results. However, many factors influence ranking including profile completeness, response time, availability, and relevance to the patient's search criteria.