Behavioral Health Marketing
How Should Mental Health Practices Respond to Google Reviews?
Responding to reviews builds trust — but in mental and behavioral health, a careless reply can disclose that someone is a patient.
By The Solsti Team · Published September 25, 2026 · 5 min read
The core rule
Never confirm, deny or reference that the reviewer received care. Keep responses general and about your practice's values and policies. If in doubt, consult your compliance advisor.
A safe structure
- 1
Thank them
Thank the person for taking the time to share feedback.
- 2
Speak generally
Describe your commitment or policy, not their situation.
- 3
Move offline
Invite them to contact the office directly — without implying they're a patient.
What to avoid
- Mentioning treatment, diagnoses, dates or visits
- Arguing publicly with a negative reviewer
- Offering incentives for reviews or only asking satisfied patients
Related resources
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