CUSTOMER ENGAGEMENT

Online reputation management

Reputation is what patients find when they Google your practice name. We monitor every surface where your reputation lives, respond appropriately, and work the platforms when something needs to come down.

The problem

What’s broken without this service.

Healthcare reputation lives across Google reviews, Practo ratings, JustDial listings, Lybrate, social media, and increasingly Reddit and quora-style platforms. Most practices monitor only Google. The other platforms accumulate complaints, fake reviews from competitors, outdated information, and unhandled patient frustration that leaks back into Google searches when a patient researches "[practice name] reviews." Most reputation surprises come from platforms the practice didn't know existed.

Why this matters

Healthcare reputation lives across Google, Practo, JustDial, Lybrate, social media, and increasingly Reddit and Quora. Most practices monitor only Google. The other platforms accumulate complaints, competitor fake reviews, and outdated information that leaks back into Google searches when a patient researches "[practice name] reviews". Reputation surprises almost always come from platforms the practice didn't know mattered.

How we ship

The MediGrow approach.

We set up monitoring across every platform where the practice's reputation lives — including ones the practice may not know about. Daily alerts on new reviews, monthly summary of reputation health across surfaces. Active management on platforms with response capabilities (Practo, JustDial, Lybrate). Recovery work where it's worth doing: removing fake reviews, correcting outdated listings, addressing legitimate complaints that have ongoing operational fixes available.

Deliverables

What we ship in this engagement.

  1. 1

    Multi-platform reputation monitoring

    Daily monitoring across Google, Practo, JustDial, Lybrate, Facebook, Instagram, and emerging platforms. Alerts for new reviews; weekly summary of trends.

  2. 2

    Response coordination across platforms

    Each platform's response workflow handled — Google responses, Practo replies, JustDial responses, Facebook reactions. Maintained tone and consistency.

  3. 3

    Fake review removal

    Documented requests to platforms when fake reviews are identified. Success rates vary by platform — Google's the hardest, Practo and JustDial more responsive. We pursue every credible removal opportunity.

  4. 4

    Reputation recovery campaigns

    When a practice has a reputation problem (period of low ratings, public incident, fake review wave), the recovery work is more intensive — accelerated review velocity, proactive outreach, sometimes coordinated PR.

Engagement

How a online reputation management engagement runs.

5phases. Each one with a duration, a deliverable, and a sign-off — so the practice never wonders what we’re doing this week.

  1. 1

    Platform audit

    2 weeks

    Inventory every surface where the practice's reputation lives (Google, Practo, JustDial, Lybrate, Facebook, Reddit, Quora), baseline ratings and review patterns.

  2. 2

    Monitoring setup

    1 week

    Daily alerts on new reviews across platforms, weekly trend summary template, fake-review detection criteria.

  3. 3

    Active management

    Ongoing

    Per-platform response cadence (Google + Practo + JustDial), tone consistency, escalation workflow for legal-grade complaints.

  4. 4

    Recovery (if needed)

    Project-based

    Reputation-crisis response: accelerated review velocity, proactive outreach, fake-review removal requests, sometimes coordinated PR.

  5. 5

    Monthly reporting

    Recurring

    Platform-by-platform health, sentiment trend, removal-request status, next-month priorities.

What success looks like

The shape of a healthy engagement.

These are the markers we anchor reviews against — not vanity metrics, not impressions. The kind of numbers practice owners actually care about.

  • 6+ platforms

    Daily monitoring coverage

    Most practices only watch Google

  • <48h

    Cross-platform response time

    Consistent tone across surfaces

  • Removal pipeline

    Documented fake-review removal process

    Success varies by platform

Engagement model

What a typical engagement looks like.

Reputation management is a retainer line — typically bundled with the broader patient engagement work but available standalone. Initial assessment: 2-3 weeks (audit every platform, baseline the reputation health). Ongoing: monthly. Crisis recovery work is project-based and added when needed.

Service FAQ

Questions practice owners ask about this service.

Compliance you can trust

The frameworks every customer engagement engagement answers to.

Industry-aware since day one — every deliverable is reviewed against the specific regulations that govern this category before it ships, not after a flag.

  • Google Reviews policy

    No incentivized reviews. No fake review patterns. Genuine velocity from real patients only.

  • MCI Code of Ethics

    Review responses reviewed for tone. No defensive disputes, no patient identity exposure publicly.

  • DPDP Act 2023

    Opt-in on every contact request. Communication preferences respected. Audit trail maintained.

  • Meta WhatsApp policy

    Template-only broadcasts. Opt-in conversation initiation. Documented compliance per message stream.

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