Your outcomes are excellent. Your online presence tells a different story.
Patients now search before they book, and a sparse or outdated profile hands referrals to consultants who look more credible, not those who necessarily are. Reputation gaps compound quietly.
- steps
- 6
- steps
- to start
- 1 hour
- to start
The short answer
Most consultants with a weak online reputation are not badly reviewed, they are barely reviewed. The answer is a routine: ask every patient, the same way, at the same point in their care, and reply to every review. Within a few months the profiles start to reflect the practice you actually run.
6 steps
Do it yourself: step by step
0 of 6 done
Search your name and note every profile: Google Business Profile, hospital profile, PHIN, directory and review sites. Record review count, average rating and date of most recent review
- Time
- 1 hour
- Typical cost
- Free
- Who does it
- You or your secretary
Done when: You have a table of every profile and its review status
This problem is Solvable.
Copy this template
Review request message and reply scripts
Free to copy, adapt and use. No sign-up.
Review request (email or text, sent after discharge)
Dear [Patient first name],
Thank you for choosing [Consultant name] for your care.
If you have a moment, we would value your feedback on your experience, good or bad. It helps other patients choose the right consultant, and helps us improve.
[Review link]
You can also reply to this message or call [phone number] if you want to talk to us directly.
Kind regards, [Secretary name], on behalf of [Consultant name]
---
Reply to a positive review
Thank you for taking the time to leave this feedback. I am glad your experience was a good one. [Consultant name]
---
Reply to a negative review
Thank you for your feedback. I am sorry to read that your experience fell short of what you expected. I am not able to discuss individual care in a public forum, but I would like to understand more. Please contact my secretary on [phone number] or [email] so we can talk this through. [Consultant name]
---
Do not
- Confirm that the reviewer was a patient
- Mention any clinical detail
- Offer refunds or incentives publicly
- Ask only patients you expect to be happy
- Steer unhappy patients to a private channel instead of a review
Avoid these
Common mistakes
- Asking only patients you think will be happy, which breaches Google's policies, can breach consumer law and skews your feedback.
- Replying to a negative review with clinical detail, which risks breaching confidentiality.
- Spreading effort across five review sites so none has enough reviews to matter.
- Offering discounts or gifts for reviews.
- Letting outdated addresses and phone numbers sit on old profiles.
Free personal check
Done by Paul Robinson, not software
I'll look at your reviews and profiles as a patient would and show you what to solve first
What I need from you
- Your name and specialty
- The town you practise in
- Your website, if you have one
What you get
- Screenshots of your profiles and ratings
- The one or two places to focus
- A review request you can start using this week
Within 2 working days
No sign-in, no sales call. I read every request myself and reply on WhatsApp.
Free tools
Check where you stand
Benchmarks
PHIN consultant profiles include patient feedback and satisfaction scores, and fees where available
One of the places patients may check your reputation
Source: PHIN
Google does not allow businesses to discourage negative reviews, selectively ask for positive ones, or offer incentives for reviews
Google Maps user contributed content policy
Source: Google
20 to 40 recent reviews on one main platform is usually enough to look established
Solvable estimate: a judgement based on typical review counts on consultant profiles in the same specialty and town. Not measured
Solvable estimate
Paul Robinson
14 years in UK private healthcare
I solve this one for consultants
Want a hand? I'll look at your situation and tell you the three things I'd tackle first.
A few quick questions, about two minutes. I read every one myself and usually reply the same day.
No sales call unless you ask for one. Just a straight answer from me.
I reply personally, usually the same day.
Questions
Frequently asked questions
Can I ask patients for reviews under GMC rules?
Yes. Ask every patient the same way without pressure, do not offer incentives (Google bans them too), and do not publish anything misleading. GMC guidance says information about your services must be factual and verifiable. Consumer law applies too: since April 2025 fake reviews, hidden incentives and asking only happy patients are banned practices, and the CMA can fine directly. This is general information, not legal advice. A consumer law solicitor can check your review process if you are unsure.
Can I get a bad review removed?
Only if it breaks the platform's rules, for example if it is fake or abusive. Report it through the platform. Otherwise reply calmly and move on.
Should I reply to every review?
Yes. Short thanks for positive reviews, and a polite offer to talk privately for negative ones.
Who should send the requests?
Your secretary, from a template, after every discharge. Consistency matters more than wording.
How long before it makes a difference?
Usually a few months, depending on how many patients you see.
Last reviewed:
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