How to Ask Patients for Google Reviews (Scripts, Timing and What's Not Allowed)
You can ask patients for a truthful Google review. The risk is usually not the ask itself — it is offering an incentive, steering only positive reviews, or putting treatment details in the message. Below are short scripts, plus what Google and the FTC do not allow. This page is general information, not legal advice.
When the reviews come in, check every reply with PlainReply. Safer thank-yous are on positive dental review response examples.
When to ask
Google lets a verified Business Profile share a review request link or QR code, and its tips page says you can remind customers to leave reviews that reflect a genuine experience. (Google: Manage customer reviews; Google: Tips to get more reviews)
The ADA notes that some practices hand patients a card with a QR code or URL as they leave, and that others find a text or email 1–2 hours after the visit gets a better response. Use that moment to hear about problems first. The ADA suggests language such as "If we please you, tell others; if you're not pleased, tell us!" (ADA)
Keep the ask generic. Do not name a procedure, a tooth, a child, or anything else that would not belong on a public page.
3 short scripts: front desk, text message, email
These are examples, not required wording. Swap in your practice name, link and phone number.
Front desk (with a card or QR code)
If you'd like to leave a Google review, you can use this link or QR code. If something wasn't right, please tell us so we can help.
Text message
This is [Practice]. If you'd like to leave a Google review, here's our link: [link]. If you'd rather talk with us, please call [phone].
Thank you for choosing [Practice]. If you would like to leave a Google review, you can use this link: [link]. If you have a concern, please call us at [phone] so we can help.
What Google doesn't allow
Incentives: discounts, gift cards, raffles
Google's help page states: "Offering incentives, like free or discounted goods or services, in exchange for customers to post reviews, change reviews, or remove negative reviews is considered fake & misleading content and is strictly prohibited." (Google) Do not offer a discount, gift card, free whitening, raffle entry or similar in exchange for a review.
Asking staff or family to post
Google's user-contributed content policy treats reviews based on a conflict of interest — including current or former employment and familial relationships — as rating manipulation, and it does not allow merchants to "discourage or prohibit negative reviews, or selectively solicit positive reviews from customers." (Google Maps content policy)
What the FTC rule bans since Oct 21, 2024
The Federal Trade Commission's rule on the use of consumer reviews and testimonials, 16 CFR Part 465, was published on August 22, 2024, and took effect on October 21, 2024. (Federal Register; 16 CFR Part 465)
Buying reviews, or rewarding only positive ones
The rule prohibits a business from writing, creating or selling fake or false reviews, and from purchasing a review it knew or should have known was fake or false. It also prohibits providing compensation or other incentives in exchange for, or conditioned on, a review expressing a particular sentiment, whether positive or negative. (16 CFR 465.2 and 465.4)
Undisclosed insider reviews, and suppressing negative reviews
Officers and managers generally may not post reviews of their own business without a clear disclosure of the relationship, and the rule also addresses soliciting reviews from employees, agents or immediate relatives without that disclosure. It prohibits certain review-suppression practices, including using unfounded legal threats, intimidation or false public accusations to get a review removed, and misrepresenting that displayed reviews represent most or all submitted reviews when negative ones are being hidden. (16 CFR 465.5 and 465.7)
The HIPAA part: asking is fine, but what you say when you reply is the risk
A covered entity may disclose protected health information to the individual who is the subject of the information. Asking that person, privately, whether they would like to leave a review is not the same as discussing their care on a public review page. (HHS, Summary of the HIPAA Privacy Rule)
The risk comes when you reply in public. Practices have paid HHS penalties and settlements after review replies disclosed patient information. See Dentists fined for replying to online reviews.