Why Replies Need Care
If your practice is regulated by Ahpra, a public reply to a review can count as advertising. Ahpra treats a review as a testimonial when it talks about a clinical aspect of your service: the symptom or reason someone came in, the diagnosis or treatment, or the result and your skill. Testimonials are not allowed in advertising a regulated health service.
Ahpra warns practitioners to take care when engaging with reviews on third-party websites, because a reply may be treated as using a testimonial to advertise. A reply such as "So glad the treatment fixed your back" repeats and endorses the clinical part of the review, which is exactly the risk.
Comments about customer service and communication are fine. Thanking someone for a friendly welcome or a clear explanation is not a testimonial.
Telling Dinopix You Are Ahpra-Regulated
We ask rather than guess. If your industry is Healthcare, Dinopix asks you once, in onboarding or at the top of the Reviews page. Any business can also set it under Settings > Brand voice > Registered with Ahpra?
What Changes When You Say Yes
- AI suggestions stay non-clinical: drafts never repeat or praise a symptom, treatment, result or clinical skill, never confirm the reviewer was a patient, and invite them to contact you directly about anything clinical
- Drafts are checked after writing: if a draft still mentions something like treatment, recovery or results, it is held back and you are told why, so you can try again or write it yourself
- Auto-reply always waits for you: even ratings set to send automatically are drafted and emailed to you for approval, so a person reads every reply before it is published
- A reminder in the reply box: a short note while you type, because a reply you write by hand can publish a testimonial just as easily
Writing a Reply Yourself
- Thank the person for their feedback and mention the parts of the visit that are not clinical, such as the team, the welcome or communication
- Do not repeat or agree with anything about their condition, treatment or results, even when the review is glowing
- Do not confirm they are a patient or mention any health details. That is also a privacy issue
- For a complaint about care, acknowledge it briefly and invite them to contact the practice directly, without discussing the details in public
You remain responsible for what your practice publishes. For the full rules, see Ahpra's guidance on testimonials.