Our Quality Commitment
ClinicBooking helps people make confident health decisions. Quality for us means patient safety, transparent information, responsible AI, privacy & security, and measurable outcomes—worldwide.
On this page
Our mission, vision & values
Our mission
Empower every person—wherever they live—to choose safe, high-quality care with confidence by connecting them to verified health care providers, transparent information, and trusted tools.
- Verification and quality signals that reduce uncertainty.
- Clear, bias-aware information—never pay-to-play in organic results.
- Technology that protects privacy and respects clinical boundaries.
Our vision
The world's most trusted health decision network—a place where evidence beats noise, safety is the default, language isn't a barrier, and great clinicians are easier to find.
- Global coverage with local context and fairness.
- Accountable AI that explains and cites, not persuades.
- Open, auditable practices and continuous improvement.
Our values
- Safety over speed — ship responsibly.
- Truth over clicks — neutrality and evidence.
- Privacy by default — least data, strong controls.
- AI with accountability — guardrails, evaluation, oversight.
- Respect & inclusion — global reach, local realities.
- Owner mindset — outcomes, not output.
- Transparency — explain how we rank and moderate.
- Continuous learning — measure, review, improve.
We're a marketplace, not a medical provider
ClinicBooking does not give medical advice or provide care. Clinical decisions are made by licensed professionals and patients.
How we vet health care providers
Identity & licensure
Government ID, professional license/registration, scope-of-practice fit.
Cross-check with official registers; re-verify on status change.
Sanctions & conduct
Regulatory sanctions/exclusions; malpractice findings where lawful.
Availability varies by country; attestations required where records aren't public.
Insurance & compliance
Current professional indemnity and applicable clinic approvals.
Observe corporate practice-of-medicine and local rules.
Practice quality
Responsiveness, profile completeness, transparent information.
Feeds our ServiceScore™ and default ordering.
| Check | What we look for | Notes (global) |
|---|---|---|
| Identity & licensure | Government ID, professional license/registration, scope-of-practice fit. | Cross-check with official registers; re-verify on status change. |
| Sanctions & conduct | Regulatory sanctions/exclusions; malpractice findings where lawful. | Availability varies by country; attestations required where records aren't public. |
| Insurance & compliance | Current professional indemnity and applicable clinic approvals. | Observe corporate practice-of-medicine and local rules. |
| Practice quality | Responsiveness, profile completeness, transparent information. | Feeds our ServiceScore™ and default ordering. |
Quality signals on listings
Verified health care provider
Identity/licensure checks completed and current.
Document review + registry cross-check; periodic re-verification.
Responsiveness
Faster, clearer replies reduce drop-offs and errors.
Median first-reply time (rolling), outliers filtered.
ServiceScore™
Holistic experience indicator (non-clinical).
Weighted blend: responsiveness, profile quality, dispute rate, review integrity.
Review integrity
Confidence that reviews reflect real experiences.
SMS-verified accounts, visit signals, automated risk checks, human moderation.
| Signal | Why it matters | How it's calculated |
|---|---|---|
| Verified health care provider | Identity/licensure checks completed and current. | Document review + registry cross-check; periodic re-verification. |
| Responsiveness | Faster, clearer replies reduce drop-offs and errors. | Median first-reply time (rolling), outliers filtered. |
| ServiceScore™ | Holistic experience indicator (non-clinical). | Weighted blend: responsiveness, profile quality, dispute rate, review integrity. |
| Review integrity | Confidence that reviews reflect real experiences. | SMS-verified accounts, visit signals, automated risk checks, human moderation. |
Clinical outcomes are provider- or regulator-reported where available. We do not infer clinical efficacy.
Reviews & moderation policy
How a review becomes public (mini flow)
Sign in & phone verify
One account per person. SMS OTP is required; disposable/VoIP numbers may be rejected.
Confirm your interaction
Select the health care provider and indicate a visit, consultation, or booking attempt.
Write your experience
Focus on clarity, staff courtesy, timeliness, costs. No medical advice or diagnoses.
(Optional) Add photos
Before/after images are allowed with consent. We strip EXIF, watermark "Patient photo," and blur/crop if needed.
Automated checks
Fraud, conflict-of-interest, and safety filters run instantly; risky items are queued.
Human moderation
Flagged reviews are reviewed within 48 hours for policy compliance and redactions.
Publish & replies
Approved reviews go live with badges (e.g., Verified account/visit). The health care provider may post a reply.
Appeals
Either party can appeal; a second reviewer reassesses within 3–7 business days.
Who can review
- People with a real interaction (consultation, visit, or clear attempt to book).
- Phone verification (SMS OTP) required before posting; one account per person.
- Badges: Verified accountand, when available, Verified visit
What we remove or redact
- Hate, threats, harassment, illegal content, doxxing.
- Medical advice or diagnostic claims (experience-only wording required).
- Conflicts of interest (staff, family, paid/compensated endorsements).
- Invoices or images that expose identifiers—we redact or mask.
Health care provider participation
- Right of reply on each review—stay professional and privacy-safe.
- Dispute factual errors; if verified, we annotate or correct.
- No "review gating." No incentives for positive reviews.
Moderation lifecycle & timelines
Submission
SMS-verified user posts; automated checks run; risky items queued.
Seconds–minutes
Human review (if flagged)
Policy check; redactions; request clarifications when needed.
Within 48 hours
Publish
Review appears with badges. Health care provider can reply.
Immediate after approval
Appeals
Either party can appeal; we reassess with a second reviewer.
3–7 business days
| Stage | What happens | Typical timing |
|---|---|---|
| Submission | SMS-verified user posts; automated checks run; risky items queued. | Seconds–minutes |
| Human review (if flagged) | Policy check; redactions; request clarifications when needed. | Within 48 hours |
| Publish | Review appears with badges. Health care provider can reply. | Immediate after approval |
| Appeals | Either party can appeal; we reassess with a second reviewer. | 3–7 business days |
Integrity
We remove coordinated inauthentic behavior, paid endorsements, and reviews from staff, family, or competitors. Repeat abuse can lead to account or listing restrictions.
Patient safety & escalation
Emergencies
ClinicBooking is not for emergencies. If you are in danger, contact your local emergency number immediately.
Service quality issue
What you can do: Message the clinic via ClinicBooking to seek a remedy.
What we do: Mediate communication; track dispute rate for quality signals.
Safety or ethics concern
What you can do: Send a report via the Report a concern section.
What we do: Acknowledge within 48h; assess; warn, de-rank, or remove listings where appropriate.
Regulatory complaint
What you can do: Contact your local regulator/ombudsman; we can share links.
What we do: Preserve logs and support lawful requests from authorities.
| Situation | What you can do | What we do |
|---|---|---|
| Service quality issue | Message the clinic via ClinicBooking to seek a remedy. | Mediate communication; track dispute rate for quality signals. |
| Safety or ethics concern | Send a report via the Report a concern section. | Acknowledge within 48h; assess; warn, de-rank, or remove listings where appropriate. |
| Regulatory complaint | Contact your local regulator/ombudsman; we can share links. | Preserve logs and support lawful requests from authorities. |
Responsible AI & guardrails
We use AI cautiously—for search assistance, summarization, and safer defaults—under explicit guardrails. Sensitive flows emphasize retrieval and human review.
Privacy boundary
No PHI/consumer health data sent to unapproved endpoints; regional hosting where required.
Inputs redacted by default; approved vendors only.
Safety & disclosures
Clear labeling; no medical advice; safe defaults and links to sources.
AI summaries cite source pages; risky actions require human-in-the-loop.
Security
Prompt-injection defenses, egress allow-lists, output filters, auditable logs.
Red-teaming and regression gates pre-launch.
Evaluation
Offline eval sets, bias checks, and cost/latency SLOs; post-launch monitoring.
Quality dashboards; drift alerts.
| Area | Our guardrail | Example |
|---|---|---|
| Privacy boundary | No PHI/consumer health data sent to unapproved endpoints; regional hosting where required. | Inputs redacted by default; approved vendors only. |
| Safety & disclosures | Clear labeling; no medical advice; safe defaults and links to sources. | AI summaries cite source pages; risky actions require human-in-the-loop. |
| Security | Prompt-injection defenses, egress allow-lists, output filters, auditable logs. | Red-teaming and regression gates pre-launch. |
| Evaluation | Offline eval sets, bias checks, and cost/latency SLOs; post-launch monitoring. | Quality dashboards; drift alerts. |
Privacy & security
Accessibility & inclusion
We aim for WCAG 2.2 AA-level accessibility, write plainly, and expand language support for key journeys. Tell us where to improve—we'll prioritize fixes.
Fraud & abuse prevention
How we measure & improve
First-reply time
Target: Median < 24h for verified listings
Guardrails: No increase in misroutes or escalations
Qualified booking match
Target: Quarterly improvement
Guardrails: Cancel rate stable or improving
Dispute rate
Target: < 1.0% of bookings
Guardrails: Resolution SLAs met; learnings looped into ranking
AI answer quality
Target: ≥ 95% offline eval + human spot-check pass
Guardrails: No medical advice; privacy boundary respected
| KPI | Target | Guardrails |
|---|---|---|
| First-reply time | Median < 24h for verified listings | No increase in misroutes or escalations |
| Qualified booking match | Quarterly improvement | Cancel rate stable or improving |
| Dispute rate | < 1.0% of bookings | Resolution SLAs met; learnings looped into ranking |
| AI answer quality | ≥ 95% offline eval + human spot-check pass | No medical advice; privacy boundary respected |
Transparency
We plan to publish periodic summaries of removals, de-rankings, dispute rates, and AI guardrail incidents with corrective actions.
Report a concern
To report a safety, quality, or ethics concern:
- Email: care@clinicbooking.com
- Subject: "Quality Concern — [clinic/hospital/doctor] — [city]"
- Include: date of visit (if any), screenshots, and a brief summary.
We acknowledge within 48 hours and keep you informed where legally possible.
FAQs
Do you give medical advice?
No. We provide information and tools; clinical advice comes from licensed health care providers.
How are listings ordered?
Organic ordering uses relevance and quality signals (e.g., ServiceScore™, responsiveness, review integrity). If sponsored placements are available in a region, they are clearly labeled "Sponsored."
What happens if a license status changes?
We re-verify promptly and may de-rank or remove listings; affected users may be notified when appropriate.
Can I edit or remove my review?
You can request an edit or removal; we keep an audit trail and may preserve a redacted version to meet legal duties.
Owner/Operator: Spyface Tech Company, LLC (d/b/a "ClinicBooking"). See also: Privacy Policy · Terms · Applicant/Candidate Privacy.