Local Review Reply guide
Patient reviews influence new-patient enquiries. AI replies stay privacy-safe — never mention specific conditions or outcomes — while sounding genuinely grateful.
Free includes 3 AI replies, brand voice, approval workflows, analytics, and 1 location. Starter is A$5/month for 1 location and 30 replies/month. Growth is A$19/month for up to 3 locations and 300 replies/month. Scale is A$49/month for up to 10 locations and 1,000 replies/month. Custom plans are available above Scale. 2-minute signup via Google.
Start free — no credit card Try the free demoThe specific risk in chiropractic review replies is agreeing with a clinical claim the reviewer made. Patients write things like "fixed my sciatica" or "cured my migraines", and the instinctive warm reply — "so glad we could fix your sciatica" — turns the patient's description into the practice's own statement about a treatment outcome. That is a different thing from thanking someone for a kind review, and it is the mistake worth engineering out rather than relying on whoever is replying that day to catch. The safe pattern is to thank the person for the feedback and to talk about the experience — the explanation, the plan, the way they were looked after — without restating or endorsing the clinical result. Everything below four stars is held for a person automatically. The case to plan for is the opposite one: a glowing five-star review that credits a specific result publishes without review unless its wording trips a sensitive-topic hold, and "fixed my sciatica" does not. For a practice where outcome language is the norm in positive reviews, approval mode is the safer setting.
These examples are written to be specific enough for customers and restrained enough for public Google Business Profile replies.
Review: Took the time to actually explain what was going on instead of just cracking my back and sending me out.
Reply: Thanks for the review. Taking the time to explain what we are doing and why matters to us, so it is good to hear that landed. We appreciate you choosing the practice.
Review: The treatment was fine but I felt pushed into booking a big package upfront.
Reply: Thank you for saying so. Nobody should feel pressured into a plan they are not comfortable with, and that is worth us looking at. Please contact the practice directly so we can talk it through.
Review: I was in more pain after my appointment than before it.
Reply: I am sorry to hear this. That is something we would want to review properly rather than discuss here. Please contact the practice so we can go through what happened and follow up with you directly.
Google says that replying to customer reviews shows that you value feedback, and that positive reviews plus helpful replies can help a Business Profile stand out. Google also says local ranking is mainly based on relevance, distance, and prominence; review count and review score can contribute to prominence.
Public review replies are read by future buyers as much as the original reviewer. The safest reply avoids private details, avoids arguing point by point, and does not make promises the business has not approved internally. Local Review Reply keeps that discipline by using short drafts, industry context, and approval rules for sensitive reviews.
| Review type | Recommended mode | Why |
|---|---|---|
| 4-star and 5-star | Auto-publish after brand voice training | Usually low risk and time-sensitive. |
| 3-star | Approval queue | Often mixed feedback; a human can tune the tone. |
| 1-star and 2-star | Alert plus approval | Needs de-escalation and may need offline follow-up. |
Agreeing with the clinical claim. Patients write \"fixed my sciatica\" or \"cured my migraines\", and the natural warm reply repeats it back — which turns the patient's description into your practice's own statement about a treatment outcome. Thank them for the feedback and talk about the experience instead: the explanation, the plan, how they were looked after.
Hold them for a person. A positive one is usually fine to acknowledge warmly, but a negative one naming a practitioner is a staffing matter, and answering it publicly puts an employment conversation on the internet. Move it to a direct contact and handle the practitioner side internally.
For front-desk experience, booking, wait times, and how well things were explained, yes. For anything describing symptoms, results, pain, or fees, no — those should wait for approval, because the wording risk is specific enough that it is worth a person reading before it is published in the practice's name.
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