How to Get More Patient Reviews (Without Violating HIPAA)

Why Reviews Matter in Healthcare

Here's a number that should get your attention: 77% of patients use online reviews as the first step in finding a new doctor. Not referrals from friends. Not insurance directories. Reviews.

And it's not just about having reviews—it's about having recent ones. A study by BrightLocal found that 73% of consumers only pay attention to reviews written in the last month.

Your online reputation is constantly expiring. You need a consistent flow of new reviews to stay relevant.

The HIPAA-Compliant Approach to Reviews

Before we dive into strategies, let's establish the ground rules:

You can:

• Ask patients to leave reviews
• Send general reminders about leaving feedback
• Make it easy to find your review profiles

You cannot:

• Ask patients to review specific treatments or conditions
• Offer incentives (discounts, gifts) for reviews
• Respond to reviews in ways that confirm patient status or details

Strategy 1: The Post-Visit Ask

The most effective time to request a review is immediately after a positive experience—while the feeling is fresh.

How to do it right:

• Train your front desk staff to verbally mention reviews: "If you had a good experience today, we'd really appreciate a review on Google."
• Hand out a simple card with QR codes linking to your Google and Facebook review pages.
• Keep the ask general—never mention the specific service they received.

Script example: "Thank you for coming in today. If you have a moment, we'd love to hear your feedback online. It really helps other patients find quality care."

Strategy 2: Follow-Up Email or Text

Automated follow-up messages are one of the most scalable ways to collect reviews—but they must be done carefully.

Timing: Send 24-48 hours after the appointment

Message template:

Thank you for choosing [Practice Name]. We hope your visit met your expectations.

>

If you have a moment, we'd appreciate your feedback on Google. Your review helps other patients in [City] find quality healthcare.

>

[Link to Google Review]

>

Thank you for trusting us with your care.

What to avoid:

• Don't reference the specific appointment or treatment
• Don't send multiple follow-ups (one reminder is enough)
• Use a HIPAA-compliant messaging platform

Strategy 3: The Review Station

Some practices set up a dedicated "review station"—typically a tablet in the waiting area or checkout desk.

Benefits:

• Captures reviews while patients are still in your space
• Removes friction (no need to look up your profiles later)
• Staff can guide patients to it naturally

Best practices:

• Keep the tablet in a semi-private location
• Pre-load your Google Business Profile review page
• Never require a review or watch patients write them

Strategy 4: Signage and Visual Reminders

Sometimes a simple reminder is all it takes. Strategic signage throughout your office can prompt reviews without any staff effort.

Placement ideas:

• Checkout desk
• Waiting room
• Bathroom mirrors
• Exit doors

Sample messaging:

• "Love your experience? Share it on Google!"
• "Your feedback helps us serve our community better"
• Include a QR code for easy access

Strategy 5: Leverage Happy Moments

Certain appointments naturally lead to higher satisfaction—use these as opportunities:

• Completion of treatment plans
• Positive test results
• Successful procedures
• New patient follow-ups

Train your clinical staff to recognize these moments and gently suggest a review when appropriate.

Responding to Reviews: The Right Way

Getting reviews is only half the battle. How you respond matters just as much.

For Positive Reviews

Do:

• Thank them for their kind words
• Keep it brief and genuine
• Mention something general about your practice values

Don't:

• Reference specific treatments or conditions
• Say "we're glad your surgery went well"
• Confirm any health details

Example response: "Thank you so much for taking the time to share your experience. Our team works hard to provide quality care, and feedback like yours means a lot. We appreciate your trust in our practice."

For Negative Reviews

Do:

• Respond calmly and professionally
• Apologize for their experience (without admitting fault)
• Take the conversation offline

Don't:

• Get defensive
• Reference any specific visit or treatment
• Argue in the public forum

Example response: "We're sorry to hear you had a less-than-ideal experience. Patient satisfaction is very important to us. Please contact our office manager at [phone] so we can better understand your concerns and work toward a resolution."

How Many Reviews Do You Need?

There's no magic number, but consider:

• Visibility threshold: Google tends to show practices more prominently once they have 10+ reviews
• Credibility range: 20-50 reviews establishes solid credibility
• Competitive edge: Aim to have more (and more recent) reviews than nearby competitors

Handling the Occasional Negative Review

Every practice gets negative reviews eventually. Here's how to keep them in perspective:

• One negative among many positives is manageable. A 4.5-star rating with a few complaints looks authentic.
• Never try to get reviews removed (unless they violate platform policies). It rarely works and wastes energy.
• Use negatives as feedback. Sometimes they highlight real issues worth addressing.
• Bury them with positives. The best defense is a consistent stream of new positive reviews.

Measuring Your Reputation Health

Track these metrics monthly:

• Total review count (per platform)
• Average star rating
• Review velocity (new reviews per month)
• Response rate (are you replying to all reviews?)

Set a goal: If you see 100 patients per month, aim for at least 5-10 new reviews monthly. That's a 5-10% conversion rate, which is achievable with the right system.

---

Need help building a review generation system for your practice? Our team can set up compliant, automated processes that consistently grow your online reputation.