Case Study
An anonymized example of reputation management work. Client details are omitted to maintain confidentiality.
Multi-Location Medical Practice
Healthcare
18 Months
Full Management
Situation
A specialty medical practice with four locations faced fragmented online reputation across multiple review platforms. Each location had separate profiles on Google, Healthgrades, and Vitals, with inconsistent information and sporadic management.
Several negative reviews mentioned billing confusion and difficulty scheduling appointments—operational issues that had since been resolved but remained visible to prospective patients.
Review response was handled inconsistently by office managers at each location, resulting in varying tone and messaging. No systematic approach existed for requesting reviews from satisfied patients.
Approach
Audit & Standardization
Conducted comprehensive 48-hour audit identifying all existing profiles across seven platforms. Standardized business information, hours, and service descriptions across all locations. Claimed unclaimed profiles and corrected inaccuracies.
Response Protocol Development
Developed location-specific response templates addressing common concerns while maintaining consistent brand voice. Addressed all outstanding reviews within first 30 days, providing context for resolved operational issues without violating HIPAA requirements.
Review Generation System
Implemented post-appointment email workflow requesting reviews from patients 48 hours after visits. Emails were personalized by location and provider, with direct links to preferred platforms. System was HIPAA-compliant and did not selectively target only positive experiences.
Ongoing Monitoring
Continuous monitoring with same-day response protocols. Monthly reporting provided to practice leadership showing review volume, sentiment trends, and response rates across all locations.
Results
Measurable improvement across all key performance indicators over 18 months.
Star rating improvement across all locations on Google Business Profile
Increase in total review volume, providing more recent feedback reflecting current standards
Response rate within 24 hours (compared to less than 30% prior to engagement)
Negative reviews decreased as a percentage of total reviews, and those that appeared were addressed promptly with professional, empathetic responses.
Practice leadership reported increased patient acquisition attributed to improved online reputation. Internal surveys showed patients frequently mentioned positive online reviews as a factor in selecting the practice.
The engagement continues on an ongoing monthly retainer basis. Review generation remains active, and monitoring continues across all platforms.
Timeline
Initial audit, profile standardization, response protocol development, and backlog review responses completed.
Review generation system implemented and tested. Ongoing monitoring and response established. First monthly reports delivered.
Review volume increased significantly. Average rating began trending upward. System refinements based on initial data.
Consistent positive momentum. Average ratings stabilized above 4.5 stars. Response protocols became routine.
Sustained improvement maintained. Engagement continues on ongoing basis with quarterly strategy reviews.
Key Success Factors
Consistency
Systematic approach across all locations and platforms. No gaps in monitoring or response.
Patience
Meaningful reputation improvement takes quarters, not weeks. Results compounded over time.
Compliance
All review generation followed platform guidelines and industry regulations. No shortcuts.
Operational Alignment
Practice leadership addressed internal issues that generated negative feedback. Reputation management cannot fix poor service.
Begin with a consultation
Uncertain where you stand? Request a reputation audit. We will assess your current state across all major platforms and provide a written summary within 48 hours.