"Can you get us more reviews?" Here's how, without it taking over your week.
Most happy patients never leave a review because nobody asks at the right moment. Here is a simple routine your team can run.
Is this you? Tap any that are true.
Most people reading this tick at least one.
It only takes one to cost you.
- steps
- 6
- steps
- to start
- 20 minutes
- to start
- scorecard
- Free
- scorecard
The short answer
Pick one or two places for reviews, usually Google plus one healthcare directory, and send every patient the same short request with a direct link within a day of their appointment. Ask everyone, never offer anything in return, and never write or post a review for a patient. Automate it once and it runs itself.
What good looks like
Your reviews, before and after
Google: Mr Sam Patel
- Improved: ★★★★★ 48 reviews · new ones every week
- Improved: Requests sent automatically after every appointment
Reply from the owner
Illustrative sample, not a real person or result. Your own audit uses your real details.
6 steps
Do it yourself: step by step
0 of 6 done
Agree with your consultant one or two platforms. Google Business Profile is what most patients see first; add one healthcare directory such as Doctify, or the hospital's own review system if it has one
- Time
- 20 minutes
- Typical cost
- Free
- Who does it
- Practice manager and consultant
Done when: Two platforms agreed and written down
This problem is Solvable.
Copy this template
Review request messages and reply guide
Free to copy, adapt and use. No sign-up.
Text message (send within 24 hours)
Thank you for visiting [practice name] today. If you have a moment, we would value your honest feedback: [short review link]. Reply STOP if you would rather not get these messages. [Practice name]
Subject: Your recent appointment
Dear [patient first name],
Thank you for coming to see [consultant name] at [hospital or clinic] on [date].
We would be grateful if you could share your honest experience. It takes about a minute and helps other patients choose their care.
[Leave a review: link]
If anything about your visit was not right, please reply to this email or call [number] so we can put it right.
If you would rather not receive feedback requests, reply and let us know.
Kind regards, [Practice manager name] On behalf of [consultant name]
---
Rules the team follows
- Ask every patient in the same way, not only those who seemed happy.
- Never offer a discount, gift or prize for a review.
- Never write, edit or post a review on a patient's behalf, or ask staff, friends or family to post one.
- Never ask for reviews on a device at reception.
- Never reveal that someone is a patient when replying.
- Do not send requests to patients who have opted out of these messages.
- Keep texts and subject lines free of the specialty or condition, because others may see them on a lock screen.
Reply templates
Positive: Thank you for taking the time to leave this feedback. [Consultant name] and the team appreciate it.
Negative: Thank you for your feedback. We take every comment seriously and would like to understand more. Please contact [practice manager name] on [number] or [email].
Avoid these
Common mistakes
- Asking only patients who seemed happy, which is selective solicitation.
- Pressing patients to leave a review on a tablet at reception, which Google's policy says not to do.
- Offering a prize draw or discount in return for a review.
- Replying to a negative review with details of the patient's care.
- Spreading requests across five platforms so none builds a visible rating.
Free personal check
Done by Paul Robinson, not software
I'll check your consultant's reviews as a patient would and show how to get more
What I need from you
- Your consultant's name
- Their specialty
- The town they practise in
What you get
- Screenshots of the reviews a patient sees
- Which one or two platforms to focus on
- The three changes that matter most
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
April 2025
CMA guidance on fake and incentivised reviews published following legislative changes in April 2025
Source: CMA (GOV.UK)
Around 1 in 10 to 1 in 5
Share of patients who leave a review when asked consistently with a direct link. practice experience, no published UK healthcare benchmark; the calculator uses the lower end
Solvable estimate
Ask everyone
CMA guidance warns that encouraging only satisfied customers to leave reviews can give a misleading picture (para 4.5), and that incentivised reviews must be disclosed (para 3.7)
Source: CMA208 fake reviews guidance
No incentives or selective requests
Google's policy bans offering incentives for reviews, selectively soliciting positive reviews and pressuring people to review while on the premises
Source: Google
Paul Robinson
14 years in UK private healthcare
I solve this one for practice managers
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 and what I'd do first.
I reply personally, usually the same day.
Questions
Frequently asked questions
Is it allowed to ask patients for reviews?
Yes. CMA guidance says asking for reviews is fine if you do not steer what people say, and warns that inviting only satisfied customers can mislead. Incentivised reviews must be clearly disclosed under the CMA rules, and Google does not allow incentives at all, so the simplest rule is to offer nothing. Never write or edit a review for a patient.
Do we need consent to send review requests?
A request for genuine feedback is not usually marketing, so marketing consent is not normally needed. Keep promotion out of it, mention feedback requests in your privacy notice, include an opt-out and respect it. Keep the text neutral: no specialty or condition that someone else might see on a lock screen. This is general information, not legal advice. Speak to a data protection specialist if you are unsure.
Can we leave out patients we know are unhappy?
No. Filtering requests to likely positive reviewers is selective. The exception is where a request would be inappropriate, such as a bereavement or an open complaint.
What if we get a bad review?
Reply briefly and politely, do not confirm they are a patient, and invite them to contact you. Treat the issue through your complaints process.
Should we use Google or a healthcare directory?
Both have value. Google is seen first in search. Healthcare directories carry verification that some patients trust more.
Can staff post reviews?
No. Reviews must come from genuine patients about their own experience.
Last reviewed:
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