Patient reviews are one of the main things people use when choosing a clinic, so it matters that you know where they come from. This page explains who can leave a review, what we check, how reviews are ordered, what we will not publish, and what a clinic can and cannot do about a review it dislikes.
This policy forms part of our Terms of Service.
Only the patient who booked through Bookimed and attended, or their travel companion, can leave a review — every review is tied to a real booking.
A review can be left by the patient who booked through Bookimed and attended the clinic, or by the companion who traveled with them. Each review is linked to a real booking in our system — that is what the "Verified" label on a review means. Every review published on Bookimed is linked to a booking; we do not import or accept reviews from other sources.
It means we have confirmed that the person who wrote the review booked this clinic through Bookimed and attended the appointment.
It does not mean that we have independently checked the medical details described, the outcome, or the opinions expressed. A review is one patient's account of their own experience.
We think the distinction matters. A platform that claims to verify everything inside a review is claiming something no platform can do.
We publish each review as the author wrote it, with one exception below, and we never rewrite it. A review is never withheld, shortened, or removed because it is critical.
One thing we do change: before a review is published, we hide contact details — email addresses, phone numbers, website and social media links — and confidential medical information, whether it belongs to the author or to someone else. This protects people from publishing things about themselves they did not intend to make public. It does not change the substance of what the review says.
Reviews in other languages. A review is published in the language the patient wrote it in. On other language versions of the site you may see an automated translation of it. The original is always what the patient wrote; if a translation looks wrong, tell us and we will fix it.
Reviews are ranked by usefulness (length, recency, photos, clinic reply), not by rating — a clinic can't buy a better position.
Reviews are not shown strictly newest-first. Each review is given a score, and reviews appear in score order, with the newer one first when two scores are equal.
The score favors reviews that are more useful to read:
A clinic's reply raises a review's position whether the review is positive or negative, and this is the only way a clinic affects the order. It cannot otherwise move, hide, or reorder reviews about itself.
The rating itself is not part of this score. A one-star review and a five-star review with the same length, age, and photos rank the same. We do not move favorable reviews up or critical ones down.
The overall score you see for a clinic is calculated separately, from the ratings patients gave.
Some of our review processes are automated. We think you should know where, and what a person still does.
| What | Who does it |
|---|---|
| Checks each new review against the publication rules in this policy before it is published, flags anything that needs a closer look, routes reviews to the right people on our team, and calculates the order described above | Automation |
| Writing a review from scratch, writing or suggesting replies on behalf of clinics, or deciding on its own that a review will not be published | Never automated |
| Reads every review that automation flags, and decides whether it is published | A moderator |
Reviews with a low rating get extra attention, and here is exactly what that means. When a patient rates a clinic below three stars, a moderator reads the review carefully and passes the case to the head of the coordinator team responsible for that patient and that destination.
This is so that someone senior looks into what went wrong for that patient. It is not a review process. A low rating does not make a review less likely to be published, does not hold it back, and does not affect where it appears on the page. The escalation is about fixing the problem behind the review.
Where we help you write. If you complete our review form, automation may turn your own answers into a draft for you to read, change, and approve. The rating and the content are yours — nothing is published until you confirm it.
We do not publish content that:
Moderation is about how something is said and whether it is lawful and safe to publish — not about whether it flatters the clinic.
If a review is unclear or its authorship is in doubt, we may ask the author for clarification before publishing. If we do not hear back, the review may stay unpublished. We will not simply delete it without asking.
If we do not publish your review and you think that is wrong, write to us and a different moderator will look at it again.
You can correct or remove your review after it is published. Write to us from the address you used for your booking or email care@bookimed.com, and we will handle your request.
We let you know when your review has been published, and when someone comments on it.
Any registered user, clinic representative, or Bookimed coordinator can comment on a review. Comments are how prospective patients ask questions, and how clinics and coordinators answer them.
Comments follow the same rules as reviews.
Please do not post medical details in comments — neither your own nor anyone else's. If a conversation needs clinical detail, take it to your coordinator or the clinic directly. This applies to clinics too: a clinic replying to a review must not disclose or ask for a patient's medical information in public.
Clinics can reply publicly or report a review, but cannot delete, edit, hide, or pay to remove one.
Clinics have no technical ability to remove or hide reviews. If a clinic reports a review, we assess it against this policy — disagreeing with a review is not grounds for removal.
A clinic's average review score is one of the factors in how clinics are ordered on Bookimed, though not among the strongest. How that works is set out in the Bookimed Clinic Ranking Policy. Reporting or disputing a review does not change a clinic's position.
Email care@bookimed.com for reviews, or partner-support@bookimed.com if you're a clinic.
If you believe a review or comment breaches this policy, contact us at care@bookimed.com — tell us which review and why. Partner clinics should use partner-support@bookimed.com.
Reviews are the personal opinions and experiences of the patients who wrote them. We verify authorship, moderate against the rules above, and remove content that breaches them once we become aware of it. We do not endorse the medical claims or judgments in any individual review, and a review is not medical advice.