Patient review management for clinics in Tenerife
Replying to a patient review is nothing like replying to a restaurant review. “Thanks for trusting us with your implant” publicly confirms that this person is your patient and what treatment they had. We handle clinic reviews with a protocol built for exactly that: replying well without disclosing anything about anyone.
Why it matters
Alongside photos, reviews carry the most weight when a patient picks a clinic on Google Maps. And they are where most healthcare practices get it wrong: some never reply, some reply in such detail that they disclose health information without realising, and some answer criticism by discussing the clinical case — the one thing you must not do in a public channel.
We set up two things. First, a request protocol: at what point in the treatment it makes sense to ask for a review, who asks, and how to ask without pressure and without offering anything in return. Second, a response playbook with templates for the usual cases — positive review, complaint about staff, complaint about waiting times, complaint about a clinical outcome, a review that doesn’t correspond to a real patient — all written so they never confirm someone is a patient or go into clinical detail.
When a review breaches Google’s policies — abuse, false content, spam — we prepare and file the removal request. Whether Google accepts it is Google’s call: we don’t promise a review will come down, because that isn’t ours to promise.
- Replies that don’t expose you. Responding without confirming or denying that someone is your patient.
- A steady flow, not spikes. A protocol for asking at the right point in the treatment.
- Genuine reviews only. No bought reviews and none written by the practice itself.
What's included
- Review of current reviews and how they have been answered so far
- Review request protocol matched to how the clinic actually runs
- Response templates for positive and negative reviews
- A specific script for complaints that mention a treatment
- Criteria for never disclosing health information in a public channel
- Removal requests for reviews that breach Google’s policies
- Short training for reception staff on how to ask
- Periodic review if you take ongoing support
Service area
We work remotely with clinics across Tenerife, with an on-site training session if you want one.
Frequently asked questions
Can you ask patients for reviews?
You can invite them to leave an opinion, without pressure and without offering anything in return. What you cannot do is incentivise reviews or write them from the clinic.
How do you reply to a complaint about a treatment?
Without confirming that the person is a patient and without going into clinical detail in public. You thank them, acknowledge the experience and offer a private channel to resolve it.
Can you delete a negative review?
We can request removal if it breaches Google’s policies. The final decision is Google’s, so we don’t promise it will be removed.
Do you write the replies yourselves?
We can draft them or hand you the templates for your own team to use. We agree that based on how the clinic works.
Request a review audit for your clinic
Tell us about your case and we'll tell you how we do it and what you need.
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