Google reviews for clinics, dentists and physios (while respecting privacy)

Choosing a dentist, physiotherapist, psychologist or clinic is a decision based on trust. That's why many patients read Google reviews before booking an appointment. But in healthcare, asking for and replying to reviews has an extra challenge: health information is especially sensitive, and professional confidentiality still applies even if the patient has shared something publicly.

This guide explains how to ask your patients for reviews naturally, how to reply without revealing any data and what to avoid. It isn't legal advice: if you have specific questions, check with your professional association or your data protection advisor.

Why reviews matter in healthcare

• They reduce uncertainty. Patients want to know whether things will be explained clearly, whether the care is personal, whether appointment times are respected.
• People search by specialty and area. “Sports physiotherapist”, “emergency dentist”, “podiatry clinic”. The Google profile is the first thing that appears.
• Satisfied patients rarely write. Someone who leaves a check-up happy doesn't usually think about Google; someone who had a bad experience does.

How to ask for a review without making anyone uncomfortable

The moment

At the end of the visit, at reception, when the patient is paying or booking their next appointment. Never during treatment or at sensitive moments (a serious diagnosis, an emergency, an emotionally difficult session). Use common sense: in some specialties, such as mental health, you may prefer not to ask actively and simply keep the plate visible at reception.

The phrase

“You can leave us your opinion on Google by holding your phone here, whatever it is. You don't need to say anything about your treatment.”

That last sentence is important: it reminds patients that they can rate the care, punctuality or facilities without giving any health details.

Everyone equally

Google's rules prohibit asking only satisfied patients for reviews or filtering out unhappy ones, as well as offering discounts or free sessions in exchange. Keep the plate visible to everyone and ask in the same way.

Where to put the plate in a clinic

• Reception, next to the card terminal: a standing acrylic plate. This is the key spot.
• Waiting room: a round adhesive plate that opens, for example, your website or your Instagram profile with tips. Better not to ask for the review before the appointment.
• Home-visit professionals: an NFC card for physiotherapists, nurses or speech therapists who visit patients at home.

How to reply without breaching privacy

This is the most delicate part. Even if the patient has written “I had a root canal” or “I came in with a knee injury”, your public reply must not confirm that they're your patient or add any clinical information.

Basic rules

• Don't mention treatments, diagnoses, appointment dates or any information from the medical record.
• Don't confirm or deny that the person is a patient.
• Reply in general terms and offer a private channel.
• Don't argue in public even if the review is unfair.

Template for a positive review

Thank you very much for taking the time to write to us. We're glad you felt well looked after. Best wishes from the whole team at [clinic].

Template for a negative review

Thank you for sharing your feedback. Out of respect for confidentiality we can't discuss details here, but we'd like to understand what happened and help you. You can contact [manager's name] at [clinic phone or email]. Best regards.

Template for a complaint about waiting times or appointments

Thank you for your comment. We're sorry for the inconvenience caused by the wait. We're reviewing how our schedule is organized to avoid it. If you'd like to discuss it with us, you can call us on [phone]. Best regards.

More examples in our guide to replying to negative reviews, always adapting them to healthcare confidentiality.

What you should never do

• Ask the patient to write the review on the clinic's computer or tablet.
• Write reviews yourself, or have your family or team do it.
• Use medical record data to contact patients and ask for reviews without a proper data protection basis. If you want to send reminders, check with your advisor first.
• Publish photos of patients, not even of results, without their express consent.

Look after your profile too

A specific primary category (for example, “Dentist”, “Physiotherapist”, “Podiatrist”), up-to-date opening hours, services with descriptions, and photos of the facilities and the outside of the building so people can find you. If you need help, we offer a Google Business Profile optimization service for €79.

Why a plate is a good fit for a clinic

The plate doesn't ask for anything on your behalf: it's simply there, visible to everyone, and the patient decides whether to use it. You don't need their phone number or email to ask for a review, which avoids processing additional data. With the Tocky dashboard you see how many taps it gets, you're alerted when a new review comes in so you can reply quickly, and you receive a monthly report. Your clinic also appears in the Tocky business directory.

Start with the minimum

One plate at reception (€14.90) and, if you have home-visit professionals, a card for each of them (€8.90). No fees, free shipping from €29, 30 days to return and a 60-day satisfaction guarantee. See plates and cards or, if you have several centers or a large team, check the business page.

Frequently asked questions

Can I reply to a review mentioning the treatment if the patient has mentioned it?

The prudent thing is not to. Reply in general terms and move any details to a private channel.

Can I send my patients a text message asking for reviews?

It depends on the legal basis on which you process their data and their consent to communications. Check with your data protection advisor before doing so.

Can I report a fake review?

Yes, from your Business Profile. Google reviews it and decides whether it breaks its policies.

Does the plate store patient data?

No. The plate's chip only contains a link. In the dashboard you see how many taps it has received, not who used it or what they wrote.