Review requests and replies for chiropractic clinics: cost, setup, privacy

Updated 2026-10-17

Review requests and replies for chiropractic clinics: cost, setup, privacy

Short answer: Software can send review requests after each visit, and AI can draft replies. Ontario chiropractors should check the rules before turning either on.

• Ontario rules: The College of Chiropractors of Ontario's standard S-016 (in effect February 21, 2025) only allows testimonials about a particular chiropractor or office on the member's own website, and only with written patient consent and other conditions (CCO S-016; CCO G-016). Jane's own summary table lists Ontario chiropractors as "No" for Google reviews, and BC and Alberta as "Yes" (Jane FAQ).
• Tools: Jane's built-in Ratings & Reviews is on the Thrive plan (CA$99/month for one full-time practitioner; extra practitioners cost more) (Jane pricing). AI reply drafting is in NiceJob Pro at US$125/month (NiceJob pricing).
• Replies: Whatever you use, a reply must never confirm that the reviewer is a patient or mention their care.

Prices checked 2026-10-17. This is not legal advice. Confirm with the CCO (or your provincial college) before you start.

Rules first

CCO S-016 (Ontario), in effect February 21, 2025:

• Testimonials: A communication may include testimonials that "refer only to the benefits of chiropractic and not to a particular member or office". Testimonials about a particular member or office are allowed only on the member's website (G-016: "members may continue to use specific testimonials on their websites"). They must also:
  • be accurate, verifiable and "recorded in the patient health record"
  • be "used only in accordance with the written consent of the patient"
  • not be "obtained using any undue pressure, duress, coercion or incentives"
  • include a "results may vary" style disclaimer

(S-016; G-016)

• Third parties count: "A member is responsible for any communication to the public that is produced on their behalf by an employee or third-party" (S-016). That includes an AI tool or agency that writes your replies.
• Privacy: Members must "not divulge information through social media that identifies a patient by name or through a combination of other identifying information". Even when patients make themselves known by posting, "a member must not breach the privacy or confidentiality of a patient in any context" (S-016).
• No giveaways: G-016 says "online coupons, contests and giveaways are inappropriate" (G-016).
• What S-016 does not say: We found no text in S-016 or G-016 that names Google reviews. Whether asking patients to post on Google counts as using testimonials is not confirmed. Ask the CCO.

Google's rules (all provinces): Google bans reviews posted because of a business incentive. It also says businesses may not "selectively solicit positive reviews" or discourage negative ones (Google Maps content policy). So "only send the Google link to happy patients" is not allowed. Jane says it changed its feature so any 1-5 star rating now gets the Google option (Jane FAQ).

Outside Ontario: Jane's table lists chiropractors in BC and Alberta as "Yes" for Google reviews. Jane also says "We are not lawyers" and asks you to confirm with your regulator (Jane FAQ).

Options compared

Reported, not confirmed: Third-party coverage says Google began letting businesses connect a Business Profile to its Gemini assistant in 2026 to draft review replies (PPC Land). We did not find this on Google's own help pages. Canadian availability and cost are not confirmed.

Safe replies: a simple rule

Write replies, or have AI draft them, as if you don't know who the reviewer is:

• Thank them, or say you're sorry to hear it.
• Don't confirm they are a patient. Don't mention visits, conditions, treatment or dates.
• Invite them to call the clinic directly.
• A person reads and approves every AI draft before it is posted. Under S-016 you are responsible for it.

Step-by-step setup

1. Check your college's rules. Ontario: read S-016 and G-016, and ask the CCO whether Google review requests are allowed for your clinic. Other provinces: check with your regulator.
2. Claim and verify your Google Business Profile so you can reply to reviews (Google help).
3. Choose your request method. Jane users on Thrive: turn on Ratings & Reviews in Settings > Forms & Surveys, pick practitioners and treatments, and add your Google Place ID (the code Google uses to identify your clinic's listing) for each location (Jane guide; Jane: Google reviews setup). Others: compare a review tool against handing out your link.
4. Ask everyone, not just happy patients, and offer nothing in return (Google policy).
5. If you will use reviews as website testimonials (Ontario), get written consent, record it in the patient health record, and add a disclaimer, as S-016 requires.
6. Write a reply template that follows the "safe replies" rule above.
7. If you use AI drafting, paste in the review text only, never patient records. Have the owner or office manager approve each reply.
8. Review once a month. Check new reviews, replies and any complaints.

FAQ

Can Ontario chiropractors ask patients for Google reviews?

It is not clear-cut. CCO S-016 allows testimonials about a particular member or office only on the member's own website, with written consent and other conditions (S-016). Jane's summary table lists Ontario chiropractors as "No" for Google reviews (Jane). S-016 does not name Google reviews, so ask the CCO.

Can I offer a discount or draw entry for a review?

No. Google removes reviews posted because of a business incentive (Google). CCO S-016 bars testimonials obtained with "incentives", and G-016 calls online contests and giveaways "inappropriate" (S-016, G-016).

Can AI write my review replies?

Tools like NiceJob Pro (US$125/month) draft or post replies automatically (NiceJob). Under S-016 you are responsible for communication produced on your behalf by a third party (S-016). Review every draft and turn off automatic posting if the tool allows it.

How should I reply to a negative review?

Don't confirm the person is a patient or discuss their care. S-016 says a member "must not breach the privacy or confidentiality of a patient in any context" (S-016). Thank them, say you take feedback seriously, and invite them to call the clinic.

Does Jane send review requests automatically?

Yes, on the Thrive and Legacy plans. Jane sends a rating email three hours after an arrived appointment ends, and can offer a Google link (Jane guide). You have to switch it on in Settings > Forms & Surveys.

Is it OK to send only happy patients to Google?

No. Google prohibits selectively soliciting positive reviews (Google).

Sources

• CCO Standard of Practice S-016: Communication to the Public (approved Nov 28, 2024; in effect Feb 21, 2025)
• CCO Guideline G-016: Communication to the Public
• Jane: Ratings & Reviews FAQs
• Jane: Setting up Ratings and Reviews
• Jane: Setting up your location for Google reviews
• Jane pricing (checked 2026-10-17, CAD)
• Jane security FAQ
• NiceJob pricing (checked 2026-10-17, USD)
• Podium pricing; Birdeye pricing
• Google Maps user-generated content policy: prohibited and restricted content
• Google Business Profile Help: Manage customer reviews
• PPC Land: Gemini and Google Business Profile (third-party report; not confirmed)