What can a review request say?
Nothing clinical. Requests do not include condition, diagnosis, or visit detail. A request that references the patient’s procedure is the failure mode this service is built to avoid.
A review request that references the patient’s procedure is a HIPAA violation waiting to happen. A “gated” review flow that hides negative feedback is an FTC violation. We run review generation that respects both, and still gets the volume Google expects.
A patient comparing dermatologists sees three options in the map pack. Practice A has 847 reviews at 4.8 stars. Practice B has 68 reviews at 4.6. Practice C has 12 reviews at 4.9. They call Practice A.
Review quantity and velocity are now the dominant local-ranking factors Google pays attention to in healthcare. Without a review system running in the background, every satisfied patient is a missed opportunity and every dissatisfied patient is a loud one.
Review count, average rating, and review recency are three of the most-weighted inputs to Google's map-pack algorithm for healthcare searches.
A 4.8-star profile converts search clicks to calls at meaningfully higher rates than a 4.2-star profile. The economics of a single star are hard to exaggerate.
Every request template reviewed against OCR guidance, no condition, no procedure, no visit-specific detail. The patient knows what the prompt is about; the internet does not.
No review gating. Every patient is invited to a public review site. The FTC's 2024 final rule on consumer reviews prohibits the “steering” pattern most agencies still use.
Automated SMS and email requests triggered on visit completion. Templates approved by a compliance-trained editor. Zero clinical detail in the prompt itself.
Every review gets a response within 24 hours, written by a human on our team. Never confirms a patient relationship or discloses a visit detail in the reply.
Alerts the moment a review posts, across Google, Healthgrades, Zocdoc, Vitals, Yelp, Facebook, and specialty-specific sites. Escalations routed to your practice lead.
A calm, compliant response goes up within 24 hours while an offline resolution track starts in parallel. No legal threats, no PHI rebuttals, standard practice in healthcare PR.
Star trend by provider and location, velocity analysis, competitive benchmarking, and sentiment tracking over rolling 90-day windows.
Google, Healthgrades, Zocdoc, Vitals, WebMD, Yelp, Facebook, BBB, and state-specific provider directories. One system, every surface.
Volume comes from sending the request at the right moment with the right message. Compliance comes from what the message does not say.
Visit completion in the practice management system triggers the sequence via a BAA-covered integration pipe. No clinical data leaves the PMS, only name and contact identifier.
SMS delivered within two hours of visit completion. Message references the practice name only, no provider, no procedure, no visit specifics.
Every patient gets the same one-tap link to a public review site. No routing, no gating, no “are you satisfied” screener. This is the FTC-safe pattern.
Two gentle reminders at 48 hours and 7 days if the patient has not responded. Stops immediately on any opt-out or negative signal.
Hi Sam, thanks for coming in today. If you have 30 seconds, we'd appreciate a quick review of your experience with our practice.
Your feedback helps others in [city] find us. Reply STOP to opt out.
Most practices make the same HIPAA mistake responding to a bad review: they confirm the person was a patient, or refer to their specific visit. That's a disclosure. OCR has published guidance on exactly this scenario. We don't make that mistake.
Responding to reviews is as public as the reviews themselves, and for healthcare, it carries both a reputation cost and a regulatory one. Our editorial pattern is consistent by rating band.
Thank the reviewer by first name (if shared), reinforce the general sentiment, invite them back. No confirmation of visit specifics.
Thank them, acknowledge the gap between expectation and experience, offer to continue the conversation offline.
Neutral, human tone. Apologize for any frustration, offer a named contact to resolve offline. Never confirm a patient relationship in the reply.
Map-pack ranking and clickthrough
Provider comparison, insurance match
Booking-intent traffic, verified-patient reviews
Insurance-linked search traffic
High-intent condition-to-provider flow
Community recommendations
General local discovery
Accuracy of official record
A human editor with healthcare PR experience drafts and publishes every response. Not an LLM on autopilot.
Every review gets a response inside a business day. Negative reviews are escalated to your practice lead inside 30 minutes.
Star trend by provider and location, review velocity, competitive benchmark, and a shortlist of patterns to watch.
If volume stalls or tone drifts, you leave. That's how we keep the bar where it is.
We'll audit your current review-request templates against OCR guidance and the FTC's 2024 Consumer Review Rule. Delivered in writing, whether you hire us or not.
Request A Reputation AuditWRITTEN REPORT WITHIN FIVE BUSINESS DAYS
Nothing clinical. Requests do not include condition, diagnosis, or visit detail. A request that references the patient’s procedure is the failure mode this service is built to avoid.
No. We never gate or suppress negative reviews. This page states that a gated review flow that hides negative feedback is an FTC violation. Generation is open to everyone.
Response drafting is compliance-trained.
Call tracking, CRM, hosting, email, and the analytics forwarder are tools that could touch PHI. Each one executes a BAA before we turn it on. Counsel gets the stack on day one. Per HHS's December 2022 and March 2024 OCR bulletins, Meta Pixel and client-side GA never load behind the patient-portal login.
We work with HIPAA-covered practices doing $1M+ in annual revenue. One practice per specialty per metro. If we work with your competitor, we won't work with you, and the reverse is true. The engagement is month-to-month. We earn the work every 30 days.