Automatic review requests

A steady flow of recent reviews is one of the strongest growth levers a clinic has. The review request automates the ask, and asks every patient the same way.

Switching it on

1. Go to Settings > Reviews and switch on Automatic review requests (owners only).
2. Go to Settings > Messaging, find the Google review link card, paste your link (it looks like https://g.page/r/...) and press Save.

Leave the field blank and review requests stay off entirely: without a destination there is nothing useful to send.

Where the button takes patients

By default the email's Leave a review button links straight to your Google review page. There is no rating screen in between and no filtering: every patient gets the same ask whatever their experience, which is what UK review rules and Google's policy require.

Clinics with the review destination choice see three options beside the review link: Both (patients choose between Google and a verified review here without their full name), Google only, and Here only. The article on how patient reviews work shows what patients see in each.

How often a patient is asked

A review request is a favour you are asking of somebody who has already paid you, so the product is deliberately cautious about it. Four rules, and they apply per patient, per clinic.

• One request per visit, not per treatment. If a patient books two treatments in one visit, that is one visit and one request naming both. This holds even when the two appointments are hours apart.
• One request per patient every 120 days. A regular who comes in monthly is asked roughly three times a year, not twelve. Asking a loyal patient after every appointment is the fastest way to make a review request feel like spam, and it is the quickest way to be marked as such.
• Never again once they have reviewed you. A patient who leaves a review here is not asked for another.
• Never again once they have gone to Google. If a patient chooses the Google option, they have been asked and they acted on it, so the product stops. It cannot see whether they went through with it, and does not pretend to.

Only patients opted in to marketing email are asked at all, and the request is email only.

Why you cannot match a patient to their Google review

A common question: if a patient leaves a Google review, why does the system not simply notice? Because Google does not tell anyone. Its API returns at most five reviews for a business however many you have, and the only identity attached is a display name, which is often a nickname or initials. Matching on that would be mostly blind and would sometimes silence a patient who never reviewed you at all. So the product records the one thing it knows for certain, which is that it sent them, and stops there.

Timing and wording

The request can be re-timed: on its card in the Marketing section, set Hours after the visit (default 72). It is sequenced after the 48-hour clinical check-in, so the two never arrive together. Edit the email wording on the same card, and untick Send automatically to pause requests without removing your review link.