Review policy

Who can leave a review

• Only a patient with a completed booking made through Ruu Choice.
• One review per patient per booking.
• We invite the review 48 hours after the practice marks the appointment complete, never before the appointment has happened.

Practices cannot buy, solicit or filter reviews, and they cannot pay to have one removed. There is no way for a practice to hide a review it does not like.

What a practice can do

• Publish one public response to any review of it.
• Flag a review for us to look at, on the grounds below.

A practice cannot delete a review, edit it, or have it taken down simply for being negative. A poor review that is honest stays up.

The only grounds for removal

• It identifies a third party, or discloses clinical details about someone else.
• It contains clinical information about the reviewer that they clearly did not intend to publish.
• It is abusive, discriminatory or threatening.
• It is demonstrably false about a matter of fact, such as an appointment that never took place.
• It is promotional, or was written by a competitor or someone connected to the practice.
• It is about a different practice, or a matter outside the appointment booked.
• Publication would put someone at risk, including any safeguarding concern.
• A court, regulator or the law requires it.

Nothing else is a ground. Disagreement with a rating is not, and nor is a practice saying the appointment went differently.

How a decision is made

• Ruu Choice reviews the flag against the grounds above and nothing else.
• We record the decision and the reason, and both parties are told.
• Where a review is removed, the practice’s rating is recalculated.
• Where it stays, it stays with the practice’s response beside it if they published one.

Challenging a review or a decision

Patients and practices can both ask us to look again. Use the contact form with the review and the ground you are relying on. If you think we got a decision wrong, say so and a different person will look at it.