Moderating and replying to reviews

Reviews live in Settings, Reviews. Under Reviews left here, verified reviews collected after visits publish themselves regardless of rating. The most recent reviews can be read from your booking page ; inline quotes also depend on your display setting and having at least three written reviews.

Replying to a review

Press Reply beneath any verified review to write a short public response. On your booking page the review shows a Clinic replied link, which opens the review with your reply under it, headed "Response from" and your clinic's name. Replies are worth the minute they take: a gracious reply to praise reads well, and a calm, professional reply to criticism often reads even better than a wall of five stars. You can change your reply at any time with Edit reply.

One rule matters more than any other: never confirm who a reviewer is or any detail of their visit. Many patients review anonymously or with initials, and a reply like "lovely to see you on Tuesday" undoes the anonymity they chose. Keep replies warm but general.

Hiding a review: abuse only

You can hide a verified review by pressing Hide (abuse only), choosing a reason and confirming with Hide review. Hiding exists for abuse, not for criticism. When you hide one you choose a reason (abusive or offensive, fake or not a genuine patient, or other, with a note), and the review keeps a record of who hid it, when and why. Unhide restores it.

Two things keep this honest. First, UK consumer law prohibits suppressing genuine reviews because they are negative, and your patients can tell the difference between a genuine picture and a curated one. Second, a hidden review's star rating still counts in your public average: hiding removes the text from display, never the number, so hiding a review can never improve your score. If a review is genuinely fake, contact support and we will remove it properly after checking.

A critical review is not an emergency

Every clinic collects the occasional imperfect review. Prospective patients trust a page with a considered response to a 3-star review far more than a suspiciously perfect wall. Reply once, professionally, resolve what you can offline, and move on.

Imported and manually added reviews

If reviews were carried across from a previous system or added by hand, those work the old way: they sit in Settings, Reviews as pending until you publish them, because we cannot verify them against a completed appointment the way native reviews are verified.

Who can moderate

Only clinic owners can reply to, hide or unhide reviews. Other team members can see the page but not change anything.