Grow collects client feedback after the first and fifth appointments using star ratings and written reviews. Highlighting provider ratings and reviews on your profile allows prospective clients to understand your clinical approach, expertise, and the impact you've had on current and former clients.
Key Takeaways
Only clients with confirmed appointments can leave provider reviews.
Clients must consent to their reviews being published.
All reviews are moderated by the Grow Therapy team before they are added to your public profile.
The Grow team reviews every written review to ensure it meets our terms of service.
Benefits of surfacing provider ratings
🛠️ Feature notice: This feature will launch for providers in California, Florida, Texas, Georgia, and Pennsylvania on March 24th. To stay updated on future state releases, visit the Updates & News channel in the Grow Community.
Surfacing provider reviews has several benefits, including opportunities to:
Showcase your impact — Most reviews collected from Grow clients are highly positive. Reviews enable your past clients to showcase your strengths and specialties to prospective new clients, offering them a trusted perspective on your approach to care.
Help clients find the right fit — Prospective clients often want to read feedback from others who have worked with providers to assess whether it will be a good fit before booking an appointment.
Encourage trust — An authentic review system builds trust in the Grow Therapy platform. Clients are more likely to book an appointment when they can confidently rely on others’ experiences.
Offer improvement opportunities — Constructive feedback can provide valuable insights for refining your approach and delivering even better care.
How reviews work
Collecting reviews
Ratings and reviews are collected after a client’s 1st and 5th session. This means only clients with confirmed appointments can leave you a review. Clients can provide a star rating, ⭐-⭐⭐⭐⭐⭐, and written feedback about their experience.
Clients are asked explicitly if they wish to have their reviews displayed publicly. If they do not consent, their comments will remain private and will not appear on your public profile.
Moderating Reviews
Grow Therapy promotes a respectful and honest environment for both providers and clients. Our team carefully reviews every written review to ensure it adheres to our terms of service, which includes removing inappropriate content, PHI disclosures, and feedback that is not relevant to a provider’s service.
How reviews are shared
After client reviews are collected, moderated, and published on your profile, the following data will be displayed:
Star rating and rating count
At the top of your profile, beneath your name, you'll see the average of all valid ratings and the total number of ratings used to calculate your overall star rating (e.g., 4.5 out of 5).
Written reviews
If you have received written reviews from clients that have been approved by our moderation team, they will appear on your profile along with general demographic information about the reviewers. To provide prospective clients with additional context, the individual star rating, review date, and number of completed appointments will also be shown.
How to improve reviews
A 5-star rating is not a requirement, as not all clients are suitable for every provider. Your rating may be below five stars, and that’s perfectly fine! To improve your ratings, adopting these best practices based on common client feedback can help:
Be conscious of appointment times: Avoid last-minute cancellations, show up on time, and be prepared for your sessions. Clients who review providers frequently report on their timeliness and preparedness.
Test your technology: Ensure you are technically prepared for your session, with Wi-Fi, audio, and video setup, and in a quiet, professional environment.
Refer clients who need additional care: If you aren't the perfect fit for a client, ensure you help them find the proper care. This includes explaining why you are not the best fit and using Grow’s extensive referral network to help them find clinicians who fit their needs.
Manage ruptures in care: Ruptures—instances in which the therapeutic relationship between the therapist and client weakens—may occur inadvertently throughout the therapeutic process. Regularly monitoring the therapeutic alliance ensures ruptures are quickly addressed. Repairing concerns fosters collaboration and strengthens clients' investment in treatment.
Frequently Asked Questions
Will I be notified when I receive a review?
No notification system will be in place when you receive a review, but review notifications are planned for a future update. You can periodically check your public profile to see new reviews.
Is there a minimum number of reviews before my rating appears?
No minimum number of reviews or ratings is required for client reviews and ratings to show on your profile. However, due to our moderation process, it may take a few weeks for a submitted review to be approved for display.
Should I encourage my clients to leave a review during or after a session?
No. Grow consistently strives to inquire about clients' experiences, including reviews, in a standardized and ethical manner. In addition, mental health providers cannot solicit client reviews due to ethical guidelines, confidentiality laws (e.g., HIPAA), and professional standards prohibiting client testimonials. These rules help prevent coercion, protect client privacy, and maintain professional boundaries in therapeutic relationships.
What if I see a review that violates the Review Guidelines or Terms?
You can contact the support team if you believe a review violates the Review Guidelines or Terms. They will escalate the issue to the moderation team for review. However, please note that suspicion alone is not typically sufficient for removal. The moderation team carefully evaluates each request and only removes reviews that violate our guidelines or terms.
What if a review concerns Grow, billing, or another non-provider issue?
Our moderation process aims to catch reviews unrelated to a provider’s care. If the team identifies feedback primarily about billing, scheduling, or the platform, we will not display it publicly, and it will not count toward your public rating.
Should I reach out to my clients if I see a bad review?
Grow advises that providers avoid contacting clients they suspect might have submitted a negative review, which could exacerbate the situation. Reviews are anonymous, and it’s possible the review was not from the client you believed it to be. However, if you believe you have a negative review from a client active in treatment, you may want to respond professionally and with sensitivity via the Grow in-portal messaging system.
You can acknowledge the feedback, express a commitment to high-quality care, and, if desired, invite the client to discuss concerns in a session. Grow’s Clinical Excellence team has a webinar in the Community, Strategies for Success: Minimizing Client Complaints in Clinical Practice, that may be a helpful resource.