Google Reviews for Doctors and Clinics: Win Trust

Choosing a doctor is one of the most important decisions people make. And increasingly, they're making it based on Google reviews: someone looking for a new GP or specialist usually opens Maps first and looks at what other patients write about the practice.

The specifics of healthcare

The healthcare sector has unique constraints and opportunities compared to other industries:

Constraints

• Confidentiality obligations — in replies to reviews, you cannot confirm that the reviewer is your patient, nor mention diagnoses or treatment
• Sensitivity of the subject — health is an emotional matter; negative reviews tend to be sharper
• Regulations — you cannot promise treatment outcomes or use patient stories without consent

Opportunities

• Low competition — many practices do not actively collect reviews, so even a steady flow sets you apart
• High decision-making weight — reviews carry enormous influence when choosing a doctor
• Long-term loyalty — a satisfied patient stays for years and refers others

What patients discuss in reviews

• Doctor's manner — empathy, explanation of the diagnosis, patience
• Wait times — how long they waited in the waiting room
• Booking process — ease of scheduling, availability of appointments
• Environment — cleanliness, modern equipment
• Reception staff — friendliness and professionalism

Notice — the clinical quality of treatment is rarely discussed in reviews. Patients primarily rate the experience of the visit.

How to ethically collect reviews

1. At the end of the visit

Mention reviews to all patients in the same way, not only to those who praise you. Google’s policy prohibits selectively soliciting only positive reviews. One sentence on the way out or at reception is enough:

"If you'd like, you can write a review of your visit on Google. Other patients rely on them when choosing a practice."

2. SMS after the appointment

An SMS a few hours after the visit, only to patients who gave consent. In the Czech Republic, the Office for Personal Data Protection (ÚOOÚ) says a review request can be considered a commercial communication, so the message must be marked, name the sender and offer an opt-out. The ÚOOÚ does not explicitly say the customer exception covers a review request, so provable consent is the safest route. Other countries have their own rules for electronic marketing, so check the ones that apply to you. The text must reveal nothing about the treatment:

OS: [Practice name] ([registered company name of the operator]) thanks you for your visit. You can write a Google review here: [link]. Free opt-out: [link] or call free of charge on [toll-free number].

“OS:” is the Czech abbreviation for a commercial communication and the Czech requirement; elsewhere, mark the message as the local rules require. A sample email and more on consent are in the article SMS vs email for collecting reviews. I am not a lawyer, so have the templates checked.

3. Follow-up email

For longer treatment courses (orthodontics, physiotherapy, dermatology), send an email after the treatment cycle is complete. The same rules apply: “Commercial message” in the subject line, the operator with company ID in the footer and an unsubscribe link.

4. Card in the waiting room

A discreet card or stand with a QR code in the waiting room. The patient scans it while they wait.

Responding to reviews — rules for healthcare

The golden rule

Never confirm that the reviewer is your patient. Not positively, not negatively. Always reply in general terms.

Positive review — correct

"Thank you for the kind words. High-quality care and a welcoming environment are our priorities."

Positive review — incorrect

"Thank you, Jane! We're so glad the knee joint treatment went well." ← Breach of confidentiality

Negative review — correct

"We're sorry your experience didn't meet expectations. We take feedback seriously. Please contact us at [phone number] so we can address this personally."

Negative review — incorrect

"The patient booked an urgent appointment, which is why the wait was longer." ← Confirming the reviewer is a patient

Automation for practices and clinics

Manual review collection is simply not realistic in a practice — you don't have the time or capacity. Reputive helps with it:

• You add patients manually, from a CSV or through the API/Zapier, and after the visit the system sends them an SMS and up to three emails
• When a patient writes a review and the author’s name matches, further messages stop
• AI prepares reply drafts, which you check before they are published, mainly because of confidentiality
• You see new reviews in the app in one place

Checklist for practices and clinics

1. ✅ Complete Google Business profile with photos of the practice and team
2. ✅ Correct category (doctor, dental practice, clinic, physiotherapist...)
3. ✅ Review collection via SMS and email with patient consent, the same for everyone
4. ✅ Reply templates that respect confidentiality
5. ✅ Reception staff training — how to mention reviews naturally
6. ✅ Reputive for automation and AI replies

Want more patients for your practice? Try Reputive for free — 14 days, no commitment, no credit card required.