Google reviews for healthcare professionals are a sensitive topic. Between medical confidentiality and online reputation, here's how to navigate wisely.
The legal framework
In the UK and EU, a healthcare professional cannot disclose medical information in their response. Even if the patient mentions a treatment, you cannot confirm or deny it.
Appropriate responses
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Positive review
"Thank you for your trust. Patient satisfaction is our priority."
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Negative review about waiting
"We understand your frustration regarding the wait time. We constantly work to optimise our scheduling."
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Review mentioning a treatment
"Thank you for your feedback. For confidentiality reasons, we cannot discuss specific cases online. Please don't hesitate to contact us directly."
Importance for dentists
In dentistry, reviews influence 92% of patient choices. A rating below 4 stars can reduce new patient flow by 40%.
Automate with the right constraints
GMB AI Review can be configured to respect healthcare sector constraints: no mention of treatments, no personal data, professional and measured tone.