Your feedback helps improve care, promotes transparency, and supports others in making informed decisions about their mental health journey. This article walks you through how to leave a provider rating and review — and what to do if something doesn't go as expected.
Key Points
You'll receive a feedback survey by email after your first and fifth appointments with a provider. You can complete it via the email link or through the Give feedback prompt in your portal.
Written reviews are optional. You can submit just a star rating if preferred.
Check the consent boxes to share your review publicly or with your provider. If you leave them unchecked, your comments remain private.
Reviews are anonymous — your name won't appear — but keep in mind your provider may still recognize you based on the content of your review.
Providers can't edit or delete reviews, including negative ones.
Most reviews are posted within a few business days. If yours hasn't appeared after that window, contact the Support Team.
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Leave a rating and review via the survey email
After your first and fifth appointments, you'll receive a feedback survey by email. To submit your provider rating and review:
Open the survey email and select your star rating. The scale ranges from 1 ⭐ star (poor experience) to 5 ⭐⭐⭐⭐⭐ stars (excellent experience). Choose the number that aligns with how you felt about your session.
After selecting your star rating, a new window will open where you can optionally provide details about your provider's therapy style and a written review. These fields are not required to submit your rating.
On the same page, check the appropriate boxes if you'd like your review to appear on your provider's profile or be shared directly with your provider. If you leave these boxes unchecked, your comments remain private.
Submit your rating. You'll receive a confirmation message when it's been received.
Complete a pending survey from your client portal
If you haven't completed your survey yet, it will remain available as a task in your portal. To access it:
Log in to your client portal.
Click Give feedback in the "My tasks" section on your dashboard. A new window will open.
Select your star rating and follow the same steps as before to complete and submit the survey.
Troubleshooting
My review hasn't appeared on my provider's profile
Most reviews are posted within a few business days of submission. If yours hasn't appeared after that window, a few things to check:
Consent box: Make sure you selected the box to share your review publicly when you submitted. If that box was left unchecked, your review is private and won't appear on the provider's profile.
PHI in your review: If your review included protected health information (PHI), it may have been flagged during moderation. PHI is removed before reviews are posted, which can delay or prevent publication.
High submission volume: During periods of high activity, moderation may take longer than usual.
I want to edit or update a review I already submitted
At this time, submitted reviews can't be edited or updated. If you'd like to change your review, the Support Team can remove the original — but a new review can only be submitted through the survey trigger (after your first or fifth appointment), so a replacement may not be possible once the original is deleted. Contact the Support Team to discuss your options.
Frequently asked questions
What information is shared about me in my review? All written reviews are displayed anonymously — your name and identifiable details won't appear. However, keep in mind that your provider may recognize you based on the content of your review, even without your name. If you prefer to keep your feedback private, leave the consent boxes unchecked before submitting.
Will my provider see my review? Only if you consent. If you check the box to share your review with your provider, they'll be able to see it. If you check the box to make it public, it will also appear on their profile for prospective clients. If both boxes are left unchecked, your feedback remains private.
What if my review includes PHI by mistake? The moderation process is designed to detect and remove PHI before a review is published. If you notice PHI in a posted review, please contact the Support Team.
Can my provider remove a negative review? No. Providers can't remove, edit, or respond publicly to reviews, including negative ones. Reviews remain posted as long as they meet Grow Therapy's moderation guidelines (no inappropriate language or PHI).
Do I have to write a comment, or can I just leave a star rating? Written comments are optional. You can submit just a star rating if you prefer, though written reviews provide valuable context for others seeking care.