Make honest feedback easy
Use clear, optional review requests with agreed timing and appropriate permissions.
Healthcare reputation management
Reputation Managementfor Medical Practices
Give your team a consistent way to request honest reviews, monitor feedback and approve public responses. We configure the process around your profiles, staff responsibilities and communication permissions.
Included in marketing packages, according to plan.
Review workflows are configured for your practice and supported tools.
360A clear process for every next step
Your feedback workflow / illustrative
A new review.
A thoughtful next step.
The right team member reviews the feedback, checks the proposed reply and chooses the appropriate response.
Human review before publication01 / ListenNotice the feedback
02 / ReviewChoose the response
03 / LearnImprove the experience
Original workflow illustration. No actual patient information, review or rating is shown.
Reputation is an ongoing practice
A Process for Every Review
Assign who requests feedback, who monitors new reviews and who approves replies. A defined process helps the office respond consistently.
We agree on sending rules, channels and escalation before setup. Your team handles individual patient concerns through its own private process.
Explore the workGive the reply proper attention
Route feedback to a responsible person and review public wording before it is posted.
Look for useful themes
Bring recurring service and access concerns to the people who can address them.
01
Review requests & sending rules
We configure supported manual, scheduled or automated requests, with practice-approved wording and appropriate opt-out handling. Everyone invited receives the same opportunity to share honest feedback.
- Request setup
- Branded wording and an agreed sending process
- Practice coordination
- Supported data flow, permissions and timing
02
Monitoring & team coordination
Available alerts and review views help the responsible team notice feedback and track what needs attention. We agree which channels are covered and when a comment should be escalated.
- Supported channels
- Profiles and connections confirmed in scope
- Clear responsibility
- Who reviews, responds and escalates
03
Reply support & approval
We help establish a consistent tone and a review process for public responses. Where AI-assisted drafting is enabled, a responsible person checks the wording before publication. Sensitive concerns move to an appropriate private channel.
- Response workflow
- Drafting support and human approval
- Privacy attention
- No patient confirmation or individual care details
04
Reporting & improvement priorities
We review available review activity, response status and recurring themes with your team. Reporting separates public-review measures from practice outcomes and keeps the limits of the data clear.
- Operational insight
- Useful themes, owners and next steps
- Performance review
- Consistent periods and clearly defined measures
What a considered process looks like
Examples of Requests and Replies
These examples show the approach; they are not actual patient feedback.
Explore case studiesIllustrative wording / not a real review response
Offer a private way to follow up
Your practice approves its own response guidance. Avoid adding identifying information or a clinical explanation to public replies.
Example public wording
Thank you for sharing your feedback.We welcome the opportunity to hear more. Please contact our office directly so the appropriate team member can assist.
General wording only / no confirmation of a visit, treatment or patient relationship.
Illustrative request framework
Request honest feedback without steering it
Invite feedback fairly. Do not screen for satisfied patients before offering a public review link or tell people what rating to leave.
Google prohibits review incentives and selective requests for positive feedback. We plan the request process around those rules.
01 / Invite
A clear, optional request.02 / Keep it fair
No rating filter or incentive.03 / Respect the choice
The reviewer chooses the words and rating.04 / Respond thoughtfully
Your team follows an agreed process.The response behind the reputation
Four Checks Before Posting a Reply
Start with a considered tone
Recognize the feedback without arguing, making assumptions or discussing an individual’s experience in public.
Keep private information private
Do not confirm a patient relationship or disclose care details in a public reply. A person’s own review does not automatically authorize the practice to share information.
Offer an appropriate private channel
Give a general way to reach the practice. A designated team member decides how to handle the concern through the approved internal process.
Check before publication
A responsible person checks the draft, including AI-assisted wording where used. Escalate sensitive or clinical concerns to the practice’s designated reviewer.
HHS has taken enforcement action over disclosures made in replies to online reviews. The response process needs people, policies and appropriate technical settings.
Your response workflow / original illustration
A review deserves
a considered response
01 / ToneAcknowledge the feedback.
A calm response without assumptions.
02 / PrivacyCheck what stays private.
No patient confirmation or care details.
03 / Next stepChoose the right channel.
A general contact path and a clear internal owner.
04 / ApprovalReview before it goes public.
Human approval and appropriate escalation.
Insight your team can use
Use Recurring Feedback to Guide Improvements
Review new reviews, response status and recurring themes by location and reporting period.
Feedback about scheduling or communication can identify work for your team. Review counts and ratings are reported separately from appointment outcomes.
Connect the wider software workflowYOUR REPUTATION REVIEW
Activity with useful context
01
Review activity
Available new reviews and rating information by supported profile.
Public feedback02
Response workflow
Available response status and items awaiting review.
Team follow-through03
Experience themes
Recurring concerns, responsible owners and agreed next steps.
Practical improvementIs reputation management included in the marketing packages?
Yes, according to the selected plan. We confirm profiles, tools, sending rules, response support and reporting in your scope. Explore plans and pricing →
Can review requests be automated?
Supported workflows can use manual, scheduled or automated sending. We review the available integration, appropriate permissions, message content and opt-outs before activating the process.
Will AI post replies without our approval?
Our proposed workflow includes human review before public replies are posted. AI-assisted drafting, where enabled, supports the work; your designated reviewer remains responsible for approving the wording and escalating sensitive concerns.
What is review gating?
Review gating screens people by expected sentiment and steers only satisfied people toward public reviews. Google does not permit selectively requesting positive reviews. We use a fair invitation process without that filter.
Can we offer a discount for a Google review?
No. Google prohibits incentives for reviews, including discounts or free services. It also prohibits incentives to revise or remove a negative review.
Can you remove negative reviews?
We can help identify reviews that may violate a platform’s policies and support the appropriate reporting process. The platform decides whether to remove them. We do not promise removal of legitimate criticism.
How do you protect patient information in replies?
We plan public responses that avoid confirming a patient relationship or discussing individual care. Sensitive issues move to an appropriate private channel, with a designated reviewer and the practice’s approval process.
Will more reviews guarantee better rankings or AI recommendations?
No. Reviews are one part of the wider local presence. Search and AI systems use many signals; review volume or management does not guarantee a particular ranking, citation or appointment outcome.
Can this work for multiple locations?
Yes, where the supported profiles and tools allow it. We agree location ownership, request rules, response responsibility and reporting before setup.
Do we need to replace our practice system?
Not necessarily. We review the systems and connections you already use. Supported integration functions and any additional software requirements are confirmed before committing to the workflow.
References: Google’s review and content policies, HHS guidance illustrated by its online-review enforcement action and Google’s local ranking guidance.
Your next reputation priority
Review Your Reputation Process
Book 15 minutes with Jenn or Danzell to discuss your profiles, current request process and response responsibilities.
- 01
Your profiles
The locations and supported channels in scope.
- 02
Your process
Requests, approvals and team responsibility.
- 03
Your plan
Reporting and ongoing improvement priorities.
Included in our marketing packages, according to plan.
We confirm supported profiles, request workflows, response support and integrations in your selected scope.