Review policy

Reviews describe patient experience: communication, explanation, waiting time and the facility. We do not ask patients to rate treatment effectiveness, because a review cannot measure clinical outcome or causality.

Rules we hold to

• No ratings or review text imported from any other platform.
• No self-reviews by doctors or staff, no competitor reviews, no incentives, no review gating.
• Every review must be supported by proof of consultation — a prescription, bill or receipt, appointment confirmation or discharge summary. A moderator validates the document before anything is published; a review whose proof is not valid is not published. The document is private, seen by one moderator, and deleted 90 days after moderation.
• Every policy-compliant, evidence-checked review is published, positive or negative.
• No doctor can pay to remove a review or suppress criticism.
• “Visit evidence checked” therefore appears on every published review; the date of the check is recorded.
• Doctors may post one reply and must not reveal or confirm any health information in it.
• Allegations of malpractice, criminal conduct, fraud or threats go to a trained escalation queue, not to ordinary moderation.

Before you write

Do not include diagnoses, report contents, phone numbers, addresses or anything that identifies another patient. Our checks flag this, and a moderator redacts it.

Internal response targets

These are our internal targets. The published statutory grievance timeline is separate and governs.