Patient reviews

How we collect reviews

There is a card on the counter with a QR code and an NFC tag. Every patient is offered it, in the same words, whatever we think they are going to say. Patients who have agreed to be contacted also get one message after their appointment.

That is the whole system, and the things it deliberately does not do are the important part:

• We do not screen first. Some review tools survey the patient and send only the happy ones to Google. That is called review gating, Google's policies prohibit discouraging negative reviews or selectively soliciting positive ones, and it risks the profile being suspended.
• We do not offer anything in return. No discount, no free scaling, no lucky draw. Prohibited by Google, and by MDC Guidelines §2.5, which requires testimonials to be free of monetary inducement or reward.
• We do not message people who have not agreed to it. MDC Guidelines §3.2.9(e) permits WhatsApp and SMS only with the recipient's prior consent, and the Personal Data Protection Act 2010 says the same. So the consent is captured at registration, separately from treatment consent.
• We ask separately before featuring a review here. Under MDC §2.5 a review republished on the clinic's own website is a patient testimonial and needs the patient's consent. Agreeing to Google's terms is not agreeing to appear on our marketing page.

Reviews below appear with a first name and initial only, because §2.5 also requires that patient confidentiality is protected.