Collecting patient feedback in a healthcare practice
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In a healthcare practice, a plate should not be used to collect public reviews. The codes of conduct of regulated professions prohibit the practitioner from drawing on third-party testimonials in their communications. Collecting internal feedback, however, is not prohibited: the plate then redirects to a satisfaction form whose responses serve the running of the practice and are not published.
Collecting patient feedback in a healthcare practice
This page will not offer you a way to collect public reviews. If you practise a regulated healthcare profession, you cannot use them, and it is better to say so upfront than to sell you a use your code of conduct denies you.
What the codes of conduct say
The decrees of 22 December 2020 relaxed communication rules for healthcare professionals, which had until then been very restrictive. They opened up the possibility of informing the public about one's skills, background and practice conditions. But they kept one clear limit.
Article R4127-19-1 of the French public health code states that a doctor's communication "shall not draw on third-party testimonials" and "shall not rest on comparisons with other doctors or establishments". The guidance of the National Council of the Order of Physicians is more explicit still: the practitioner must not make use of "ratings, evaluations, comments, thanks or testimonials from patients or third parties".
The same clause appears elsewhere:
| Profession | Text |
|---|---|
| Doctors | Article R4127-19-1 of the public health code |
| Dental surgeons | Code of conduct amended by decree no. 2020-1658 |
| Physiotherapists | Code of conduct amended by decree no. 2020-1663 |
| Veterinarians | Article R242-35 of the rural and maritime fishing code |
In other words, the ban on relying on patient testimonials does not concern doctors alone. Veterinarians are bound in the same way, contrary to a widespread assumption.
What remains possible, and useful
The prohibition concerns your communications. It does not stop you from knowing what your patients think.
A practice has a real and legitimate need for feedback on its organisation: is booking straightforward, are appointment times kept, is reception satisfactory, are the premises accessible. That information does not need to be published to be useful; it serves to make decisions.
That is the use we recommend: the plate redirects to the satisfaction form of your choice, hosted wherever you like. Responses reach you directly, without passing through us, and therefore stay internal. No public review, no displayed rating, therefore no ethical difficulty.
Where to place the plate
The waiting room is the most appropriate spot. The patient has time, is alone with their phone, and is under no obligation to respond. The front desk also works, at the moment of payment or when booking the next appointment.
The examination room should be avoided: neither the moment nor the place is suitable.
Medical confidentiality, in both directions
Two precautions, often forgotten.
In your public replies. If a patient spontaneously leaves a review on a platform, you may reply, but never confirming that they are your patient nor mentioning their situation. This holds even when they have told the whole story themselves: their indiscretion does not release you from confidentiality.
In the form itself. Do not ask for health information. A satisfaction form about reception has no reason to collect a reason for consultation, and doing so would create a processing operation on sensitive data with all the obligations that follow.
Unregulated professions
A psychologist, an osteopath or a practitioner in an unregulated activity is not subject to a professional code of conduct. The reasoning above therefore does not apply mechanically.
That does not mean no rules apply: consumer law continues to prohibit fake reviews, incentives and screening, as for any other activity. See our guide on the legality of asking for reviews.
Before installing anything
This page describes a general framework, drawn from the texts in force in September 2026. It is not legal advice, and your situation may have particular features.
If you belong to a regulated profession, we recommend submitting your plan to your departmental professional council before putting it in place. It is free, it is quick, and it saves you a reprimand for a setup installed in good faith.
Further reading
Frequently asked questions
Can a healthcare professional feature patient reviews?
Not in their professional communications. Article R4127-19-1 of the French public health code provides that a doctor's communication "shall not draw on third-party testimonials", and the guidance of the French National Council of the Order of Physicians specifies that the practitioner must not make use of ratings, evaluations, comments, thanks or testimonials from patients. Equivalent wording appears in the codes of conduct issued by the decrees of 22 December 2020, notably for dental surgeons and physiotherapists, and in article R242-35 of the rural code for veterinarians.
Can I still ask my patients for their opinion?
Yes, provided the feedback stays internal and does not serve your communications. A satisfaction form about reception, waiting times or organisation is a quality tool, not a shop window. That is the use we recommend for regulated professions, and the one the plate should redirect to.
What can internal feedback cover?
Everything surrounding the care without touching the care itself: ease of booking, punctuality, quality of reception at the front desk, clarity of practical information, accessibility and comfort of the premises. These matters help run the practice and do not amount to an assessment of the medical act.
What if a patient posts a public review anyway?
That is their right, and there is nothing you can do: the ethical prohibition applies to your communications, not to what patients say. You may reply, but with particular care: never confirm that someone is your patient and never repeat any element of their care, even to defend yourself and even if they published it themselves. A generic reply inviting direct contact protects medical confidentiality.
Do unregulated professions fall under this?
Codes of conduct apply only to professions with a governing body. A psychologist or an osteopath is therefore not bound in the same way, but remains subject to general consumer law, which prohibits fake reviews, incentives and screening, and to any professional rules of their own. We recommend checking your particular situation rather than assuming.
Should the setup be validated before installation?
We clearly recommend it if you belong to a regulated profession. This page describes a general framework drawn from the texts in force in September 2026; it is not legal advice. Your departmental professional council is the appropriate contact to validate a concrete setup before it goes live.
Is the plate deductible and the VAT recoverable?
The plate is a business purchase, so a deductible expense under the usual conditions. VAT recovery depends on your status: since medical and paramedical acts are in principle exempt from VAT, a practitioner who is not registered does not recover it and bears the price including VAT. Check your situation with your accountant.
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