OM Doctors, Inc. (or OM Doctors), a California corporation, believe reviews should be genuine, original, relevant and useful to others. Reviews should not be malicious, offensive or deliberately harmful.
Over 1.5 million people use our site every month to find and compare clinics. The reviews people share are really important to others who are trying to choose a clinic.
How does it work?
- Write your review. Reviews with pictures are the most popular.
- Verify your review. You’ll get a phone-call and an email. Your review will be passed for moderation which can take three to five working days. Until you verify your review, its overall score will not be included in the overall clinic rating.
- All reviews are moderated. Your review will only be considered for publication if it meets review guidelines.
THESE ARE THE GUIDELINES FOR OUR REVIEWS:
If your review does not meet the following review policy guidelines, it will not be published. OM Doctors also reserves the right to remove, without notification, any review at any time for any reason.
How do we ensure reviews are genuine? We call and email every new reviewer. We use two different means to verify the author. We call every single person to confirm that they did leave a review. We also email them and ask the reviewer to confirm the review by email.
When we have confirmed the email and/or phone number of the reviewer, we mark this review as ‘verified’. Only verified reviews will be used to calculate overall clinic ratings.
We spot check reviews to make sure they are not being left by clinic staff or by the staff of other clinics.
Only genuine patients can leave a review for clinics listed on our site. If you were not a genuine patient, and there is no record of you contacting a clinic through our site, your review may be deleted.
You cannot write a review on behalf of someone else, but if you feel there is special circumstances you can email our reviews team and ask for assistance.
We’re all fans of recycling at OM Doctors, but not when it comes to reviews! If your review has been published somewhere else, we don’t want it.
Testimonials: Occasionally clinics would like to upload patient reviews they have obtained independently. These are not displayed with verified reviews, nor do they go towards review scores or customer service awards. These pieces of content are clearly labelled as ‘testimonials’.
There are a few basic things that are relevant to most people reading reviews. What treatment or treatments did you have at that clinic? Why were you looking to have this treatment? Other relevant information includes price. How much was your treatment, and overall was the treatment worth it.
The best reviews tell people the story behind the treatment. They share things that you can’t learn from a brochure or an ad. A good review is the next best thing to visiting a clinic and tells us:
- What treatment did you go for?
- How was your experience?
- Overall were you happy with the treatment?
A photo is a great way to make a review more useful, and more interesting!
REVIEW & FEEDBACK GUIDELINES:
- We cannot publish claims about the accuracy of a clinic’s treatment and diagnosis. Those are factual matters, and to verify them would require extensive medical studies.
- The review cannot be defamatory in any way.
- Allegations of criminal activity or medical negligence should be reported to the proper authorities. We have no authority over clinics listed on our site.
- If there are any current legal proceedings between the reviewer and the clinic we will not publish the review as this can interfere with those proceedings.
- The review must relate to a treatment you have had at the clinic in question.
- We cannot include hearsay in a review. Hearsay is any information which cannot be substantiated, for example, the report of another person’s words.
- You must be over 18 years old to leave a review.
- You must have been a patient at the clinic yourself and undergone the treatment being reviewed yourself.
- A legal guardian may leave a review on behalf of a patient however no personal information about the patient that could lead to them being identified, either directly or indirectly, can be included in the review.
- You are publishing a review and it is your responsibility to ensure that it is accurate and not misleading as posting false information can have legal ramifications, whether the review is positive or negative in tone.
- You are reviewing your treatment at the clinic in question, not any individual at the clinic. Specifically, there should be no personal insults or accusations in your review.
- The review should not include any contact information.
- The review cannot mention staff members by name, only the business.
- We do not permit false reviews.
- Clinic owners are not allowed to write or encourage associates or staff to write reviews.
- False reviews will be deleted and the clinic in question may be removed from OM Doctors’s listings.
- We have numerous automated and manual security features such as IP tracking and geo-coding that helps us find and delete false reviews.
If your review breaks any of these guidelines it will not be published. OM Doctors reserves the right not to publish any review for any reason it wishes, or to delete reviews without notification.
When you write a review, we will display only your first name and city. If possible, you may be asked if you would like to display your public Facebook avatar alongside your review. That’s completely your choice. Your verification details (full name, email, phone number and country details) are stored safely and securely and will never be displayed to the public. We reserve the right to call, email or text you to verify details, or to ask for more information, to improve the quality of the review.
We call and email all reviewers to verify that they are indeed genuine. We may also follow up for more information by phone or email. We will publish reviews that meet our review guidelines even if they have not been verified, however the overall score from that review will not be included in clinic ratings or awards criteria.
OM Doctors Liability
All reviews and ratings are subjective opinions of visitors to OM Doctors and not of OM Doctors. OM Doctors will take all reasonable steps necessary to ensure that all reviews published on the Site meet our Review Guidelines. OM Doctors reserves the right to not publish any review or remove a review if we believe it violates our Review Guidelines. OM Doctors treats review content equally for all listings, whether they are a free or paid listing. OM Doctors makes no representations or warranties about the accuracy, completeness, legality or safety of any of the Site content, including reviews, ratings and comments. OM Doctors disclaims all liability for any indirect, special, incidental, reliance, or consequential damage to reputation, business interruption, or loss of profits caused by the Site content.
We are committed to publishing useful, genuine reviews from real patients. We are transparent about how we weed out false reviews, and also why we won’t let malicious reviews appear on our site.
We work very hard to weed out possible false reviews, by verification, moderation and through a series of checks on IP and email addresses, before any review is published.
What is a verified review?
We work hard to verify all the reviews on our site. Only reviews that were confirmed by the author, either by phone or by email will be labelled as ‘verified’. This means we have confirmed the email address or phone number (ideally both) of the person who wrote it. We automatically call back the number and ask for confirmation and we also send an email which has to be clicked on. We do not include ratings from unverified reviews when we calculate overall clinic scores.
What is moderation and why do we do it?
Our moderators work full time to weed out false reviews. Every review is read before a number of manual checks are done to confirm that the review is genuine, like cross checking the email address against known clinic staff members, and known clinic IP addresses. Moderators might also email or phone the reviewer again for clarification or extra information. They also check each review meets our review guidelines. It can take up to 10 working days to moderate a review, but when it is published, we email the author to let them know.
Our reviews are a forum for patients to share their personal experiences with others who are considering treatment. It is not the right place to air individual grievances or pursue complaints.
Why can’t patients air their grievances on your site?
It’s simple. Our site provides patients with a forum to share the realities of their treatment experience, good and bad. Our reviews often discuss disappointment, complications and other negatives. We often ask people to tell us what the best and the worst bits about their experience.
However, if a patient has a serious complaint about the standard of medical care they received from a clinic, then the fastest, most effective way of dealing with it is by contacting the appropriate medical authority, who has the means and the power to do something about it. This is the most appropriate course of action for them. We cannot publish reviews that are malicious, or defamatory. Our review guidelines help to clarify what defamation is, and you can read those here.
Why do you spend so much time moderating reviews?
Our Moderators put time and effort into engaging with reviewers, by asking follow up questions and by encouraging them to respond to questions from others. We believe that reviews from genuine patients are a useful way for people to understand the realities of the treatment experience.
Medical procedures, unlike say, a trip away, or dinner in a restaurant, are highly complex and vary from one patient to another. We ask that patients focus on their personal experiences, good and bad, and share those, along with any photos, videos or other records that might help them share their story with others.
Roughly 20% of all reviews remain unpublished.
Here are some of the reasons why.
- The review is clearly false.
- The review came from someone who did not get any treatment.
- The review is clearly malicious, defamatory or unqualified.
- The review was copied from another site.
- The clinic has no record of the patient who left the review, and the patient cannot or will not confirm they were a patient.
We believe genuine reviews can help empower those who are researching treatment. Reviews can help to share the realities of treatment, the costs, recovery times and results.
By also supporting patient comments and questions to each other we believe people can be better informed, and go on to make better decisions about treatment.