Reviews matter for therapists just as they do for any local practice. People looking for help often search online, and they read what others have written before they make that first call.
But therapy is different. The relationship is confidential, clients can be vulnerable, and many mental health professions have ethics rules about testimonials and public statements. A reply that would be perfectly normal for a café can cause real problems for a counselor.
This guide covers what to keep in mind. It is general information, not legal or professional advice. Check your own licensing board, professional body and privacy obligations before you act.
Why asking for reviews is tricky
For most businesses, asking every customer for a review is good practice. For therapists, it is not that simple.
The American Psychological Association's Ethics Code (Standard 5.05) says psychologists do not solicit testimonials from current therapy clients, or from other people who, because of their particular circumstances, are vulnerable to undue influence. Other professions, such as counselors, social workers and marriage and family therapists, have their own codes, and they may say something similar or different.
Even where your code allows it, think about how the request lands. A client may feel they cannot say no to their therapist, or may worry that a lukewarm review would affect their care.
Gentler ways to be found
Instead of asking clients directly, many practices focus on things they control:
- Keep your Google Business Profile complete. Your specialties, the types of therapy you offer, whether you work online, your hours and accurate contact details all help. Our Google Business Profile checklist walks through it.
- Make reviews possible without asking. Having a profile that accepts reviews means clients who want to share can do so on their own.
- Explain your approach on your website. Clear, honest information helps people decide whether you are a good fit.
If you do ask anyone for a review, never offer a reward. Google prohibits review incentives, and the FTC consumer reviews rule, in force since October 2024, covers some incentive practices, with civil penalties of up to $51,744 per violation (2024 figure).
The golden rule for replies: do not confirm anyone is a client
This is the most important point in this guide. Replying to a review in a way that confirms the reviewer is, or was, your client can be a breach of confidentiality, even if they identified themselves first.
The risk is real. The U.S. Department of Health and Human Services Office for Civil Rights has reached settlements with dental practices that disclosed patient information in replies to online reviews. Therapy information is often even more sensitive.
That means your reply should never:
- Say "thank you for being a client" or "it was good to see you in session."
- Mention dates, diagnoses, treatment, or anything discussed.
- Correct the reviewer's version of events with details from your records.
- Reveal that you know who they are.
Example replies
These replies are written so they make sense whether or not the reviewer was ever a client.
A positive review
Thank you for taking the time to share this. We are glad our practice is a place where people feel heard.
Keep it short. It can feel cold, but warmth that confirms the relationship is the bigger risk.
A negative review
We take all feedback seriously. Because of our duty of confidentiality, we cannot discuss anyone's care in public, or confirm whether someone has been seen at our practice. If you would like to talk, please call our office on 555-0100 and ask for the practice manager.
A review that seems to be about someone else
We are not able to comment on individual situations here. If you have concerns you would like to share, please contact our office directly on 555-0100.
If it clearly describes a different practice, our guide on reviews meant for another business explains how to report it.
A review that includes the reviewer's own private details
Sometimes a reviewer shares a lot about their own situation. That does not give you permission to do the same. Use the same neutral reply as for a negative review, and think about whether the review should be reported for the reviewer's own protection under the platform's rules.
Choosing not to reply
Not replying is a real option for therapists. In the BrightLocal Local Consumer Review Survey 2026, 89% of consumers said they expect businesses to respond, but a short, general statement on your website or profile, explaining that you do not respond to individual reviews to protect confidentiality, can make your silence understandable.
Some practices reply only to reviews that make claims about the practice as a whole, such as pricing, accessibility or waiting times, and stay silent on anything about individual care.
A quick checklist before you post any reply
- Does my reply confirm or hint that this person is a client?
- Does it include any detail from sessions, records or scheduling?
- Would it read the same if the reviewer had never been to my practice?
- Am I writing in a calm moment, not straight after reading it?
- Have I offered a private way to get in touch?
If you answer yes to either of the first two, rewrite it. Our guide for lawyers, accountants and advisers covers a similar approach for other confidential professions.
When a review is false or abusive
If a review breaks the platform's rules, for example it is abusive, contains hate speech, or is clearly fake, you can report it. A low rating or a harsh but genuine opinion is not a violation by itself. If you think a review is defamatory, speak to a lawyer before you reply. Our guide on whether you can sue over a bad review explains the basics.
How Reputfy helps
Reputfy brings your reviews into one place, and AI drafts a reply that you review, edit and approve before anything is posted, so nothing goes out that you have not read. For practices that do ask for reviews, requests go out the same way to everyone, with a record kept. See our plans.
