A multi-location clinic review reply guide
Use this to give every site manager the same calm, privacy-safe way to answer patient reviews.
Agree on one reply pattern
Thank the reviewer, avoid confirming they were a patient, and offer a direct phone or email contact for the clinic. Keep it short.
Never discuss a visit in public
Do not mention dates, providers, diagnoses, bills or wait times for a specific person, even if the reviewer did.
Sort before you reply
Is it honest feedback, a post about the wrong location, or something that appears to break the platform’s rules? Each needs a different next step.
Check the location data monthly
Confirm hours, holiday closures, walk-in policy and provider lists on each listing.
Track patterns across sites
If the same complaint shows up at several locations, that is an operations signal worth sharing internally.
This guide is general information, not legal advice. Platform and search engine policies change; links go to each one’s own page.