Fertility marketing resources
Fertility Clinic Reviews: A Responsible Process
Build a fair fertility-clinic review process with consistent invitations, privacy-aware replies, escalation ownership and clear rules for testimonials.
Marketing support for clinic leaders, ART organizations, and donor-program teams.
Start here
The practical answer
Invite feedback consistently, avoid incentives or selective positive-review requests, and keep public replies free of patient details. Use reviews to understand service issues as well as reputation, with a separate approval process for republishing testimonials.
In practice
Ask for feedback without steering the answer
Google Maps policy prohibits incentivized reviews and selectively soliciting positive reviews. Do not send satisfied people to Google while routing dissatisfied people only to a private form. Google Maps: prohibited and restricted content.
Our recommendation is a documented invitation process applied consistently to an appropriate audience after the privacy and operations review. The invitation should make participation optional and avoid suggesting that care, access or staff treatment depends on a review. Do not write a patient’s review for them.
In practice
Understand the distinction between law and platform rules
The FTC’s rule addresses conduct such as fake reviews, buying reviews conditioned on positive or negative sentiment, and certain review-suppression practices. Platform rules may be stricter; meeting one rule does not automatically satisfy the other. FTC: Consumer Reviews and Testimonials Rule questions and answers.
Keep vendors and staff under the same expectations. A purchased review package or a rewritten customer story can create problems even if it is described as reputation management. Require an explanation of how feedback is collected and who actually wrote it.
In practice
Prepare replies that do not disclose a relationship
A public review is not a reason for a clinic to reveal treatment information. Use a restrained reply that avoids confirming whether the person is a patient, and route the matter to the practice’s approved private channel. The privacy reviewer should approve templates and escalation rules.
An example for review by the clinic: “Thank you for sharing your feedback. Please contact our office through the contact information on our website so the appropriate team can assist.” Do not append appointment dates, diagnoses, account details or a clinical rebuttal.
In practice
Treat testimonials as a separate publication decision
Before quoting a review on a website or advertisement, check permission, applicable health-information requirements, disclosure obligations and whether the excerpt preserves the original meaning. A publicly visible review is not automatically permission for every reuse.
Avoid presenting an exceptional experience as a typical outcome without appropriate context. Retain the approved wording and placement so later edits do not remove qualifications. Do not create a fictional patient story to fill a new brand’s portfolio.
In practice
Track themes and resolve recurring friction
| Theme | Operational follow-up |
|---|---|
| Unclear next steps | Review instructions on the page and after inquiry submission. |
| Difficulty reaching the right office | Verify phone routing and location information. |
| Confusing billing communication | Assign the issue to the appropriate billing owner. |
Summarize feedback without identifiers or clinical details in marketing reports. Monitor the status of escalated issues and the consistency of the invitation process. Review counts and star averages alone cannot establish care quality.
Related guidance
Continue with the next task
Primary references
Sources and review notes
- Google Maps: prohibited and restricted content
- FTC: Consumer Reviews and Testimonials Rule questions and answers
Policy and practice guidance can change. Check the linked primary source before implementing a material change. Examples and suggested workflows are FertileRank recommendations, not documented client results. How this library is prepared.
Business inquiries
Discuss your priorities
This form connects to our HighLevel provider when it loads. Submitting sends your business contact details and request to FertileRank’s CRM for review and follow-up. Submit business information only—no patient details, medical records or passwords. Submitting does not enroll you in marketing emails or SMS.
Put these ideas into practice with our team · Email us instead
Choose one or more service interests in the form, including Other if needed. Your selections are included in your submitted inquiry. This is not an order; scope and fees require a written proposal. Read the Privacy Policy and storage policy.