Patient Reviews & Our Approach to Online Feedback

At Lotus ENT Hospital and Entina ENT Clinic, we believe that patient reviews should represent genuine patient experiences. We do not purchase reviews, pay patients to leave positive feedback, or offer discounts, free consultations, or other benefits in exchange for favourable reviews.

We also do not use online advertising to promote our practice. We have deliberately chosen to rely primarily on our clinical work, patient referrals, professional reputation and the information we provide through our websites and educational resources.

We Don't Ask Patients to Review us

We do not make obtaining online reviews a routine part of our consultation process. We do not ask every patient to leave a Google review, repeatedly remind patients to review us, or ask them to give a particular rating or write something specific.

Some patients voluntarily choose to share their experience online. Others do not. We respect both choices.

As a result, our number of online reviews may appear relatively low when compared with some other medical practices, even though we see a larger volume of patients. Review count therefore should not be interpreted as a direct measure of the number of patients treated or the quality of medical care provided.

We Do Not Pay for Reviews

Our reviews are not paid reviews.

We do not purchase positive Google reviews, use paid review-generation services, or participate in schemes designed to artificially increase our rating or review count.

We have also encountered marketing companies offering reputation-management or review packages, including services intended to generate large numbers of online reviews. We have chosen not to use such services.

Our preference is for our online reputation to develop organically from genuine patient experiences.

Reviews Should Not Be a Transaction

Medical care should not become a transaction in which a patient receives a financial or clinical benefit in exchange for a positive review.

On occasion, we have encountered situations where patients have requested a discount, refund, free consultation or other concession in exchange for writing a favourable review.

We do not participate in this practice.

We have also encountered situations in which the possibility of a negative online review has been used in connection with demands for money, discounts, refunds or free services. When this happens, we believe the appropriate response is to deal with the underlying issue professionally rather than allow an online rating to determine a medical or financial decision.

We don't respond to every review

An online review cannot always contain the complete clinical context. Medical confidentiality prevents us from stooping down to the level of publicly discussing individual patients, their medical records or the details of their treatment simply to respond to a review.