Growth module
Patient reviews programme
Quoted after a short call Monthly. CAD, before tax.
Reviews decide which practice a new patient phones. The practices with the most reviews are rarely the best ones; they are the ones that ask, every time, in a way that is allowed.
In short
A steady, permitted way to ask every patient for a Google review, watch what comes in, and reply to each one with a drafted response you approve.
After a visit, a patient gets a short message with a direct link to leave a Google review. Every patient gets the same message; nobody is screened out first and nobody is offered anything for it. A card with a QR code sits at the counter for the people who would rather do it there. We watch the reviews that come in, draft a reply to each one for you to approve, and report the count and the themes each month.
The replies never confirm that a person is a patient and never discuss their care, even when the reviewer does. That is the part most practices get wrong, and it is a privacy matter, not a style choice.
What we do not do is republish reviews on your own site unless your College permits it. Linking to your Google profile is treated differently from quoting a review on your own page in several provinces, and we follow the stricter reading until your standard says otherwise.
What you get
- A review request sent to every patient after a visit, by text or email, from your own number or address, with a direct link to your Google profile
- A counter card with a QR code, in your brand
- Monitoring of Google reviews, with a same day alert for anything that needs a quick, careful reply
- A drafted reply to every review, approved by you, that never confirms a patient relationship or discusses care
- A monthly count, average, and the themes patients raise, in the Growth report
- A check of your College's standard on testimonials before launch, recorded in your compliance file
What the AI does, and what a person does
How we use AI across these modules: it drafts, schedules, monitors and reports. It does not decide what a patient sees. Every post, reply, email, ad and page is approved by a person before it goes out, and the clinical and regulatory check is done by a pharmacist, not by a model. AI output can be wrong; the approval step exists because of that.
| AI does | A person does |
|---|---|
| Sends the request after each visit, from a list you export or a connection you approve, with no screening of who gets asked. | You decide the trigger and the wording once; a pharmacist checks the wording against the College standard. |
| Watches reviews and drafts a reply to each, flagging anything that mentions a complaint, a medication or an error. | You approve every reply; flagged ones go to the pharmacy manager first. |
| Counts, averages and summarises the themes each month. | We read the themes with you on the monthly call. |
The rules this runs under
Google's content policy prohibits offering incentives for reviews, discouraging negative reviews, and selectively asking only satisfied customers (review gating). It also prohibits requiring or pressuring people to leave a review while on the premises. The programme asks everyone, offers nothing, and the counter card is an invitation, not a condition. Policy read 25 October 2026.
Most Colleges restrict or prohibit patient testimonials in advertising, and several treat reviews you republish on your own site as testimonials. We check your College's current standard before launch and do not republish reviews unless it permits.
A reply to a review must not confirm that the reviewer is a patient or discuss their care, even when the reviewer has described it. Personal health information stays private whatever the patient has posted.
Review requests sent by email or text are commercial electronic messages. They are sent only to patients who have consented to hear from the practice electronically, carry the practice's name and contact details, and include a way to opt out.
What it does not do
- It does not offer discounts, draws or gifts for reviews, and it does not ask only the happy patients.
- It does not remove or suppress negative reviews. Where a review breaks Google's own policy, we file the report and tell you the outcome.
- It does not republish reviews on your website unless your College standard permits it.
- It does not use a shared review platform's number or domain; messages come from the practice.
What you provide
- A way to know who visited: an export from your system, or a connection you approve
- Consent records for electronic messages, which most pharmacy systems already hold
- Approval of the request wording once, and of each reply as it is drafted
What it costs
Quoted after a short call
Prices for these modules are not published yet. Each is quoted after a short call, in Canadian dollars before tax, and written into the proposal before any work starts.
Related: Growth, Social media for practices, The advertising rules guide.
Questions about patient reviews programme
Can we show our Google reviews on our own website?
It depends on your College. Several treat a review you republish as a testimonial, which most prohibit in advertising, while a link to your Google profile is treated differently. We check your standard before launch and tell you which applies.
Can we give a small discount for a review?
No. Google's policy prohibits incentives of any kind for reviews, and a College would treat it as a paid endorsement. The programme works by asking everyone, every time.
What happens with a bad review?
You get an alert the same day with a drafted reply that is calm, brief, and says nothing about the person's care. If the review breaks Google's policy, we report it and tell you what Google decides. Nothing is deleted by us and nothing is argued in public.
Start with a call, or a free review of your current site
Send us your website address and the free ten point check scores it in seconds. If yours passes, we will say so.