Reputation & Review Management · Services · 210 Digital Marketing
A 4.2 on Google beats a 4.9 with no recent reviews. A single angry 1-star, unanswered, costs more bookings than a month of paid media can replace. We build the system that keeps your star rating, review velocity, and response discipline working in the background while the practice focuses on patients.
A repeatable, HIPAA-safe workflow for earning, responding to, amplifying, and defending the reviews that drive bookings.
Phase 01
HIPAA-safe review solicitation triggered by booking confirmation, post-visit, and post-procedure events. Text + email sequences routed through BAA-covered platforms — no PHI, no unsafe third-party pixels.
Phase 02
Every review — positive or negative — gets a response within 24 hours, written by a trained writer with HIPAA-safe language. No acknowledging treatment, no confirming whether the reviewer is a patient. Legal-safe by default.
Phase 03
Best reviews surface on the website, in paid ads, in video testimonials, and on schema-marked-up pages for AI-overview citations. Reviews become content — not a badge buried in the footer.
Phase 04
Escalation playbook for defamatory, fake, or TOS-violating reviews: platform flagging, legal escalation paths, SERP displacement with owned content, and — when the situation warrants — crisis communications. Practiced, not improvised.
Reputation · measured across 14 locations
Anonymized 14-location multi-site cohort · post-visit review invites · HIPAA-safe language · review responses handled within 24 hours by trained team.
Platforms we manage
Google Business Profile is the first stop, but it isn’t the only one. Healthgrades, Zocdoc, Vitals, WebMD, Yelp, Realself (for aesthetics), and Facebook still drive meaningful consideration. For specialty practices, subreddits, patient communities, and niche review sites can matter more than Google.
We monitor all of them through a single dashboard — flagging new reviews, routing them to the right responder, tracking response-time SLAs, and surfacing the ones that deserve to be pulled into marketing content.
Review Platforms
When a crisis hits
A viral 1-star. A former employee going public. A procedure with a bad outcome ending up on local news. We staff the response with senior strategists who have handled these situations before — the response gets planned and executed, not guessed at.
01
Assess
Within hours: scope, source, legal exposure, search and social visibility, likely trajectory.
02
Respond
Coordinated statement across owned, platform, and press channels. Legal review before anything goes public.
03
Displace
SEO-driven displacement of the harmful content with owned, authoritative pages that earn the SERP real estate.
04
Rebuild
Operational review, staff training where applicable, and a reputation recovery plan that resumes normal cadence.
It can be, if done right. We use BAA-covered messaging platforms, never include PHI in solicitations, never confirm treatment in public responses, and train response writers on HIPAA marketing-rule language. Off-the-shelf review tools that connect directly to EMRs without a BAA are a liability we do not use.
Sometimes. Every platform has a flagging process for TOS violations — fake patient claims, competitor sabotage, defamatory content. We flag, document, and escalate. For reviews that are legitimate but negative, removal isn’t the play — a professional response and continued positive-review velocity is far more effective than fighting a losing takedown battle.
Yes. Our trained writers respond within a 24-hour SLA, with escalation paths for reviews that need leadership attention. Response templates are practice-specific and reviewed by your team before they ship. Every response is HIPAA-safe — no patient-status acknowledgement, no treatment confirmation.
Reviews drive local pack rankings, click-through from SERPs, and — with the right schema markup — AI-overview citations. Recent review velocity and response rate are now explicit ranking factors for Google Business Profile. The practice with 20 reviews this month beats the practice with 300 total reviews from five years ago.
Ongoing monitoring and response for a single-location practice typically runs $1,500–$4,000/month. Multi-location systems scale with location count. Crisis retainers and one-off SERP displacement projects are scoped separately. Review solicitation platforms run on top of that at platform cost.
Yes — though slowly. A recovery plan centers on fixing the root operational issues the reviews are pointing at, then layering in consistent review solicitation from genuinely happy patients. Star averages move gradually; review velocity moves quickly. Most practices see visible change within 60–90 days.
A reputation system that runs in the background — earning, responding to, amplifying, and defending the reviews that actually drive patient bookings.
Review policy references