Skip to main content

Reputation Management

Your clinic's online reputation is one of its most powerful marketing assets. Clinivoz's Reputation Management tools help you proactively request reviews from happy families, monitor what's being said about your clinic online, and respond to reviews — all from one place.

1. Why Reviews Matter for Therapy Clinics​

For speech and ABA therapy clinics, parents and caregivers do extensive research before choosing a provider. They rely heavily on:

  • Google reviews — the most impactful for local search visibility
  • Facebook reviews / recommendations
  • Healthgrades, Yelp — secondary but still visible

A strong review profile:

  • Improves your Google Maps ranking
  • Builds trust with prospective families who are often anxious about starting therapy
  • Differentiates you from competing clinics in your area

HIPAA Note: When responding to reviews, never acknowledge that the reviewer is a patient or share any clinical information. A safe approach: thank them for their feedback without confirming their relationship to your clinic.

2. Connecting Review Profiles​

Connect Google Business Profile:

  1. Go to Reputation in the left sidebar.
  2. Click Settings.
  3. Under Review Platforms, click Connect Google.
  4. Sign in with the Google account that manages your Google Business Profile.
  5. Select your clinic location.
  6. Save.

Connect Facebook:

  1. In the same Reputation Settings, click Connect Facebook.
  2. Authorize Clinivoz to access your Facebook business page.

Once connected, reviews from these platforms will appear in your Reputation inbox.

3. Sending Review Requests​

The most effective way to get more reviews is to ask — and Clinivoz makes it easy.

Manual Review Request​

  1. Open a contact's record.
  2. Click Send Review Request (from the contact actions menu).
  3. Select the platform (Google, Facebook).
  4. Choose to send via SMS or email.
  5. Customize the message if desired.
  6. Send.

Automated Review Requests​

Set up an automation to request reviews automatically after a positive experience (e.g., after an appointment is marked "Showed" or after a client is tagged "Completed Plan of Care").

Example Sequence:

TriggerAction
Appointment Status → ShowedWait 2 hours → Send SMS: "Hi {{contact.firstName}}, thanks for coming in today! If you had a great experience, we'd love it if you'd leave us a review. It helps other families find us: [Google Review Link]"

See Automation Sequences for setup details.

Best Practices for Review Requests​

  • Ask at the right time: Send the request shortly after a positive interaction — while the experience is fresh.
  • Make it easy: Include a direct link to your Google review page (not just your home page).
  • Personalize: Use the client's first name. A personal ask feels very different from a mass blast.
  • Don't ask for "5-star reviews": You can ask for reviews but not for specific ratings — this violates Google's policies.
  • Don't offer incentives for reviews: Also a violation of Google's and most platforms' policies.

To get the direct link to your Google Review form:

  1. Go to your Google Business Profile (business.google.com).
  2. Click Get more reviews.
  3. Copy the short review link.
  4. Paste this into your review request templates and automations.

5. Monitoring Reviews​

When a new review comes in (from a connected platform), it appears in Reputation > Reviews.

You'll see:

  • The reviewer's name (or "A Google reviewer" if anonymous)
  • Star rating
  • Review text
  • Date
  • Platform

Set up notifications so you're alerted when a new review is posted:

  1. Go to Reputation > Settings > Notifications.
  2. Enable email or app notifications for new reviews.

6. Responding to Reviews​

Responding to reviews — positive and negative — shows families you're attentive and professional.

Responding to a positive review:

  1. Click the review in Reputation.
  2. Click Reply.
  3. Write a brief, warm response. Example: "Thank you so much for your kind words! It's a joy to work with your family. We're so proud of the progress — it's all because of the hard work you put in at home too!"
  4. Publish the response.

Responding to a negative review:

  • Stay calm and professional — your response is public and visible to prospective clients.
  • Acknowledge the concern without admitting fault or confirming they are a patient.
  • Offer to resolve the issue offline.

Example: "Thank you for taking the time to share your feedback. We take all experiences seriously and would love the opportunity to speak with you directly. Please reach out to us at [phone/email] so we can address your concerns."

Never:

  • Respond emotionally or defensively
  • Confirm the reviewer is or was a patient (HIPAA)
  • Share any clinical details

7. Review Widgets for Your Website​

Showcase your reviews on your clinic's website using a review widget. Clinivoz provides embeddable widget code.

  1. Go to Reputation > Widgets.
  2. Select a widget style (badge, carousel, grid).
  3. Customize colors to match your clinic's branding.
  4. Copy the embed code.
  5. Paste it into your website (testimonials page, home page sidebar, etc.).

8. Reputation Overview Dashboard​

Go to Reputation > Overview to see:

  • Average Star Rating across all connected platforms
  • Total Review Count
  • Reviews Over Time — are you growing your review base?
  • Sentiment Breakdown — positive vs. neutral vs. negative
  • Pending Responses — reviews that haven't been responded to yet

Aim to respond to all reviews within 24–48 hours and to maintain an average rating of 4.5+ stars.