How to get patient reviews without breaching AHPRA

Why reviews matter for health practices in 2026

Reviews decide who gets seen. Google's local pack weights review volume and star rating heavily — and AI tools like Google's AI Overview now draw on review text when recommending practices. A new patient comparing two profiles takes about 15 seconds. The practice with 80 reviews at 4.9 stars wins, every time. Most practitioners either avoid reviews entirely or ask in ways that create compliance exposure. This guide shows you how to get patient reviews without breaching AHPRA: what's prohibited, what's permitted, and the exact templates to use.

What AHPRA actually prohibits

Section 133 of the Health Practitioner Regulation National Law bans advertising that includes a testimonial about a health service or practitioner. Any platform where content could influence a patient's choice counts — Google, Healthengine, your website, Facebook — even if the patient wrote it without being asked. The prohibition targets content that describes clinical outcomes, claims treatment effectiveness, references a treated condition, or creates the expectation another patient will get the same result.

What is permitted

AHPRA prohibits clinical outcome testimonials — not all patient feedback. Reviews describing the experience of attending a practice are a different category entirely.

"Dr X listened carefully, explained everything clearly, and the clinic was easy to get to" — no outcome claim. That's permitted. Most patients write this naturally when asked about their experience, not their treatment.

Where to collect reviews — platform notes

Google Business Profile

Highest-value for local SEO and AI recommendations. You cannot delete a review — only flag it. Guide patients toward compliant language in the request itself, before they write.

Healthengine, HotDoc, and Facebook

All three are public advertising surfaces under AHPRA's framework. Each has its own moderation, but none screen for AHPRA compliance specifically. Apply the same rules as Google on every platform.

Compliant review request templates

The request shapes what patients write. Ask "how did we do?" and they describe treatment. Ask about their experience at the practice and they write about booking, communication, and warmth — all compliant.

Subject: A quick favour — 60 seconds if you have it

Hi [First Name], thanks for coming in [yesterday/today].

If you have a moment, a Google review really helps other patients find us. We'd love to hear about your experience — how easy it was to book, how the team communicated, what the visit felt like.

[Google Review Link]

Thanks so much. [Practice Name]

Hi [First Name], thanks for visiting [Practice Name] today. If you have 60 seconds, a Google review really helps — we'd love to hear what your experience was like at the clinic. [Short Google Review Link]

HOW WAS YOUR VISIT?

We'd love to know what your experience at [Practice Name] was like — from booking through to your time with us today.

Scan to leave a Google review. It only takes a minute.

[QR code]

When a patient leaves a non-compliant review

It will happen. Your options:

• Flag it with Google. Use "Report review" and note the health claims may breach Australian advertising regulations. Expect weeks — removal is not guaranteed.
• Contact the patient. If appropriate, explain the clinical details can't be displayed and ask if they'd edit. Never pressure.
• Don't amplify it in your response. Never quote the clinical content or validate the claim in your reply.
• Document everything. Record when you noticed it and what steps you took — demonstrated action matters if AHPRA audits.

How to respond compliantly

Responding signals engagement and keeps your profile active. Keep it brief and confined to the experience — never the clinical content.

For negative reviews: do not confirm or deny the person was a patient (Privacy Act consideration). Stick to the administrative experience and offer to resolve offline.

The review system in practice

• Generate a short Google review link in your Business Profile dashboard and use it in every request.
• Automate the email or SMS template within 24 hours of each appointment. Cliniko, Nookal, and HotDoc all support post-appointment automations.
• Place a QR code card at checkout — patients are already pausing there.
• Monitor reviews weekly. Flag non-compliant reviews early, respond within 5 business days.

Practices running this typically see 15 to 30 new reviews within two months — often enough to enter the local pack for primary search terms. The compliance framework is not a reason to avoid reviews. It's a reason to ask deliberately. For Gold Coast practices, review velocity is one pillar of our broader health marketing Gold Coast service.