Responses to reviews are moderated, as are the reviews themselves.
This means that before publication, the portal staff evaluates whether the text meets the requirements ProDoctorovand corrects errors.
How to answer correctly 
- Discuss or dispute the information provided in the review without adding new information to it. As arguments, use excerpts from clinical recommendations, protocols, and patient treatment plans generally accepted in medical practice.
- It is correct to use such turns of speech: «Исходя из жалоб, озвученных на приеме, я сделал назначения, обоснованные клиническими рекомендациями (назовите номер, приведите выдержку из упомянутого документа)».
What is forbidden to publish
- Information related to the patient's personal life.
- Personal data not mentioned in the text of the review.
- Any information related to medical and medical secrecy.
- Answers from a third person.
- Phone numbers and email addresses of private clinics.
- Other materials prohibited by the materials publication policy.
Common reasons for rejecting responses to reviews:
The response does not match the review
- A positive response to a negative review and vice versa.
- The prepared response template does not match the text of the review.
- The response indicates the wrong doctor about whom the review was written.
- The signature in the response does not match the name of the clinic (the name is checked on the signboard, in the license, on the official website).
Review 1
I came to the clinic for an appointment with a neurologist. I was examined, and the examinations I had brought with me were carefully examined. After that, they gave recommendations and prescribed treatment. I've been taking pills for the fifth day, and I already feel a little better.
Answers:
✓ Thank you for your feedback, we are very glad that our neurologist was able to help you.
Thank you for your feedback! We are very glad that we could help. We hope that the rehabilitation period after the operation will proceed smoothly!
Review 2
Anna Petrovna, thank you! There is simply no other pediatrician like him. Her son was often ill, and only she was able not only to cure another acute respiratory viral infection, but also prescribed a complex to increase immunity. They forgot about the diseases, and they went to the doctor only before vaccinations. :)
Answers:
✓ Thank you for your feedback about Anna Petrovna. We really appreciate the feedback from the patients!
Thank you for your feedback about Olga Ivanovna. We really appreciate the feedback from the patients!
Review 3
I was at «Артис»the cosmetologist's clinic. The administrators are great, they showed and told everything. The doctor recommended a number of procedures after the examination. I've already signed up for several of them.
Answers:
✓ We are glad that you have chosen our clinic. The team «Артис»is happy to help each client!
We are glad that you have chosen our clinic. The team «Омега +»is happy to help each client!
The answer was written by the wrong person
If the response was sent through the doctor's personal account, but signed on behalf of the clinic, or vice versa. An exception can only be made for the doctor's office, where only he conducts an appointment.
The response sent through the doctor's personal account
✓ Thanks for the feedback! I am glad that I was able to help and you were satisfied with my advice.
, Thanks for the review! We are glad that the doctor of our clinic was able to help and you were satisfied with the consultation. We are working for the benefit of your health!
The response sent through the clinic's personal account
✓ Thank you for your feedback, we are glad that you enjoyed Ivanova O. M.'s reception so much!
Thank you for your feedback, I'm glad you enjoyed my reception so much! Ivanova O. M.
The response contains information that meets the criteria«врачебная тайна»
The law prohibits doctors and clinic staff from disclosing information about the patient: if the patient did not write about something in the review or did not provide his information (partially indicated), then it is forbidden to write about it in the response.
Review 1
I contacted this neurologist. I think he examined me and advised me something, but it didn't suit me, I still didn't fully understand what was wrong with me and how to cure it. After the appointment, I decided to make an appointment with another doctor to get more information about my illness.
Answers:
✓ Thank you for your feedback and your opinion. At the appointment, the doctor examined you and made appointments that correspond to your diagnosis and clinical recommendations. We are sorry that you were not satisfied with the appointment and you did not have enough information from the doctor. We will work with him. We can also arrange an additional appointment with a doctor so that you can ask questions and get more information.
You contacted us on March 10th. The doctor performed a full examination, made a diagnosis«Дорсопатия», and made appointments that comply with clinical recommendations. If you had any questions for the doctor, you could ask them at the appointment.
Review 2
The doctor is just a miracle! She examined me, examined the tests, and explained everything in detail, in detail, what was wrong with me, and in simple words. Now I know what I need to do to get better. I recommend a doctor and a clinic! Anna K.
Answers:
✓ Anna, thank you for your kind words! I'm glad I could help you.
Anna Ivanovna, thank you for your kind words! I'm glad I could help you.
Review 3
I went to the doctor. I came to an appointment with an X-ray, but the doctor sent me to undergo it again. I've examined it, but I haven't made a diagnosis yet. Accordingly, he did not prescribe the treatment. I don't think I'm going to see him again.
Answers:
✓ In your case, too long has passed since the snapshot: at the time of contacting me, there may have been changes that did not exist at the date of the study.
Oleg Pavlovich, in your case, the previous picture was taken 1 year and 3 months before this appeal.
The response contains information discrediting the patient (the author)
Sometimes patients or their accompanying persons behave incorrectly, which they do not mention in the text of their reviews about the doctor / clinic. Unfortunately, it is impossible to confirm that the patient swore at the reception, combined medication with alcohol, and caused a scandal in the office without disclosing the medical secret (the patient's identity).
Review 1
I went to the clinic to see a doctor. Everything is terrible! The administrators were rude, they took a very long time to arrange everything. As a result, they refused admission and were kicked out of the clinic. At least the money for the reception was refunded.
Answers:
✓ The appointment was forcibly terminated due to your behavior towards the doctor.
You came to the appointment intoxicated, broke the counter and threatened the doctor, so the appointment was terminated.
Review 2
The doctor ordered me to take pills for 2 weeks. There is no effect at all, I just wasted my time and money.
Answers:
✓ There may be no effect from the treatment if the necessary restrictions affecting the effectiveness of the drug are not observed.
There is no effect, because the pills cannot be combined with alcohol intake, and you drank regularly during the treatment period.
The response is promotional in nature
The rules of the portal ProDoctorovprohibit the publication of advertising texts.
Exception: general phrases or mentions that serve as an answer to a question or remark from the review.
Review 1
[...] Special offer at the clinic: doctor's appointment and ultrasound for 500 rubles.
Answers:
✓ The clinic has a number of promotions, which you can learn more about on our website or at the reception desk.
We have the best conditions in the city, 10% discount for pensioners on Mondays.
Review 2
[...] It's a pity that they don't have an affiliate program.
Answers:
✓ We have such a program, please ask the administrator about it next time.
We have such a program: you can apply for a card, which will receive bonus points after receptions. You will be able to spend them on subsequent receptions.
Recommendation of another doctor
It happens that in response to a negative review, a representative of the clinic suggests that the patient make an appointment with a specific doctor. For readers, it may look as if the representative is singling out one of the doctors, considering him more competent.
Answers:
✓ We are ready to offer you a free doctor's appointment at our clinic.
✗ We are ready to book you for a free appointment with Ivanov I. I.
Posting contact information and links
It is forbidden to provide direct phone numbers/email addresses of private clinics and links to websites on the portal.
Answers:
✓ You can contact us using the contacts listed on our website, as well as through social media.
, You can contact us by phone number 11-11-11, mail klinika@mail.ru , on the VK (vk/klinika) social network or Telegram.
Challenging the actions or decisions of the Site Administration
Readers come to the portal to find out other people's opinions about doctors and clinics, and to see how doctors and clinic staff treat feedback, but not to read opinions about the portal.
Answers:
Unfortunately, due to certain limitations, I cannot describe the situation in more detail.
The site administration forbids me to write all the details about your reception.
Challenging a verified review
If the review has passed an extended review, it means that the author has provided documents on the facts that are reflected in the text of the review. Therefore, it is forbidden to claim that the review is unreliable or false. At the same time, you can express your opinion about the information in the review.
Answers:
✓ I believe that this review is a lie, that it defames my name.
This review is a complete lie and deception. The author is just defaming me!
Part of the text is missing
or the sentence is structured in such a way that minimal interference in the text cannot be avoided (replacing endings or adding prepositions will not make the sentence consistent). Since the answer must correspond to what the doctor himself or the representative of the clinic wrote, we do not make serious adjustments and do not change the meaning of the text.
Answers:
✗ We will see you again.
This is a reflection of the work of mental processes.
The text in terms of content is not a response to the review, but an appeal to the Site Administration.
If you would like the review to be further reviewed, please contact the Review Review Department at proverka@medrocket.ru .
Answers:
The site administration should check this review for authenticity. I'm sure I haven't had this patient!
The response contains information about the private life of the doctor or patient
The private life of a person, whether a doctor or a patient, is protected by law and should not be exposed publicly without their desire.
Review 1
I went to the doctor several times, helped to cope with not the simplest diseases. Appointments always help, the inspection is thorough, the explanations are the most detailed. I advise everyone.
Answers:
✓ Thank you for your feedback, I am glad that you trust me with your health and come no matter what the circumstances.
Thank you for your feedback, I am glad that you come to me even after moving to the other side of the city. And that you trust your own and your family's health.
Review 2
Anna Petrovna is a pediatrician from God. She's like a second mother to my sons. SARS, laryngitis, and even chickenpox — in all cases, her support and prescribed treatment put my boys on their feet as quickly as possible. At the reception, the children almost run to her. He'll always smile and ask how you're doing. I advise all mothers to contact her.
Answers:
✓ Thank you for your warm feedback! Anna Petrovna understands perfectly well how important attention and proper treatment are. We will be glad to see you at our clinic for preventive appointments!
Thank you for your warm feedback! Anna Petrovna is a mother of three charming children herself, so like no one knows how important attention and proper treatment are. We will be glad to see you at our clinic for preventive appointments!
If the response to the review is rejected, a corresponding email is sent to the author's email address linked to the page*.
How do I know if the response has been rejected?
A response that has been rejected can be deleted after contacting the feedback review service or independently through the clinic's personal account (for responses posted by clinic representatives).
*The notification may not be sent if the doctor/clinic representative has disabled the mailing list in his personal account or has not opened emails from the portal for several months in a row.
In this case, you can find out the reason for rejecting the response to the review by contacting the review review department.:
- proverka@medrocket.ru
- 8 (800) 600-30-28
- Write to WhatsApp
- Write to Telegram
Important! The request must be sent from the email/or phone number linked to the page.