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Reputation Management

Nejin Philip
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Purpose

Your online reputation plays a critical role in how current and prospective patients perceive your practice. Reviews influence patient trust, local search visibility, and overall practice growth. A structured reputation management workflow helps ensure your practice consistently gathers patient feedback, promotes positive reviews, and responds to feedback in a professional and timely manner.

By automating review requests and surveys within CareStack, practices can streamline patient feedback collection while maintaining control over how and when review invitations are sent. This guide outlines best practices for configuring and managing Reputation Management, including integration with Google Business Profile, Facebook, and Yelp.

<<<OPEN DROP DOWN FOR SETUP>>>

Step 1: Linking Accounts for Reputation Management

Before sending review requests or collecting feedback, your practice must connect the appropriate review platforms within CareStack.

Navigate to Reputation Management Settings

System Menu → Reputation Management → Settings Tab

Login to Google Business Profiles

Enter the Google Business email and password and follow the prompts to complete the connection. If your practice has multiple locations, repeat this process for each location you want to track.

Once connected, reviews can synchronize automatically and display within the CareStack platform.

Best Practice: Verify that each location’s Google Business Profile is active, accurate, and properly verified before linking accounts to ensure reviews sync correctly.

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Step 2: Configuration and Web Widget Setup

Once accounts are connected, configure how review requests will be sent and how patients can submit feedback through your website.

Set Review Request Timing

Within the Configuration Tab, establish guidelines for when review requests should be delivered. For example, you may choose to:

  • Avoid sending messages during certain hours

  • Prevent messages from being sent on weekends

  • Establish communication boundaries for patient outreach

These settings help ensure that review requests are delivered at appropriate and respectful times.

Create and Embed a Web Widget

CareStack also allows practices to create a review web widget that can be embedded directly on the practice website.

To set up the widget:

  • Generate the custom web widget within the Reputation Management settings.

  • Copy the generated link or embed code.

  • Add the widget to the practice website.

This creates a passive channel for collecting reviews from patients who visit your website.

Assign Weekly Summary Recipients

Within the Summary Tab, practices can assign recipients who should receive automated weekly reports.

These recipients may include:

  • Doctors, Office managers, Practice administrators

Weekly summary reports help leadership stay informed about review performance without needing to manually monitor the system.

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Step 3: Build Review and Survey Templates

Templates help ensure that all patient communications remain consistent with the practice’s tone, branding, and messaging.

Template Types Available

Within Reputation Management, your team can create several types of templates, including:

  • Review Request Templates – Encourage patients to post public reviews

  • Survey Request Templates – Gather internal feedback within CareStack

  • Review Response Templates – Prewritten responses for text or email communication

While CareStack provides default templates, practices are encouraged to customize messages so they reflect the unique voice and branding of the practice.

Best Practice: Keep messages concise, friendly, and easy for patients to act on.

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Step 4: Creating Survey Automations (Recommended First Step)

Survey automations allow practices to collect patient feedback internally before directing patients to public review platforms.

Set Up Survey Automation

When creating a survey automation, begin by defining the following elements:

  • A clear and descriptive automation name

  • The survey template that will be sent

  • Applicable locations where the automation should run

  • The trigger that initiates the survey

Recommended Trigger: Procedure Code

Using Procedure Code as the automation trigger provides greater flexibility. This allows your practice to target specific appointment types, procedures, or providers when collecting feedback.

For example, you may want to send surveys only after hygiene appointments or specific treatments.

NPS Redirection Strategy

Many practices use a Net Promoter Score (NPS) approach to guide patients toward public reviews.

If a patient provides an NPS score of 8 or higher, the system can redirect them to leave a public review.

This strategy helps:

  • Minimize poor online footprint.

  • Allowing patients to be candid with their feedback

  • Allowing the office to take action when appropriate to rectify the experience.

Step 5: Automation Settings and Follow-Up

Proper timing and communication settings are critical to maximizing patient engagement with review and survey requests.

Select Communication Channels

Practices can choose how review or survey requests will be delivered. Options include:

  • Text message, Email, Both text and email

Offering multiple communication channels increases the likelihood that patients will respond.

Select Branding Preferences

When sending automated messages, practices can choose whether communications should reflect:

  • Global branding across all locations

  • Location-specific branding

This ensures messaging aligns with the appropriate office identity.

Timing Recommendations

Automations can be configured to trigger at different stages, such as:

  • After procedure code completion

  • After appointment checkout

  • At a specified time following the appointment

Best Practice: Send requests 1–2 hours after the appointment. This allows patients time to return home and reflect on their experience while it is still fresh.

Enable Follow-Up Nudges

If a patient does not respond to the initial request, you can configure a follow-up reminder to be sent after a defined timeframe.

These reminders help increase response rates without overwhelming patients with repeated messages.

Step 6: Review Request Automations for Public Reviews

Public review automations follow a similar setup process but are designed specifically to guide patients to external review platforms.

Select a Trigger

Common triggers include:

  • Procedure Code (recommended)

  • Production Type

  • Other qualifying automation triggers

Using procedure codes allows practices to target review requests based on specific services.

Select Social Platforms

Review requests can direct patients to several platforms, including:

  • Google, Facebook, Yelp, CareStack

Best Practice: Prioritize Google reviews, as they significantly influence local search rankings and patient discovery.

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<<<CLOSE DROP DOWN FOR SETUP>>>

Survey Feedback Collection (Internal Feedback)

Capture honest feedback before it turns into a public review

Cadence:

  • Immediately post-visit: Send internal survey first (especially for new patients or major procedures)

  • 1–2 hours later:

    • If positive (4–5 stars) → Prompt for Google review

    • If neutral/negative (1–3 stars) → Route internally for follow-up

Survey Format:

  • 1–2 rating questions (experience, likelihood to recommend)

  • Optional comment field

  • Mobile-friendly, quick (under 30 seconds)

Review Management and Monitoring

Collecting reviews is only part of the reputation management process. Regular monitoring and responses help demonstrate engagement and professionalism.

Google Reviews will sync daily automatically.

Should you not see your newest feedback and need to refresh reviews manually, you can Sync Google Reviews.

Filter and Manage Reviews

These tools help your team prioritize responses and track feedback trends.

Timely responses to reviews, both positive and negative, demonstrate that your practice values patient feedback and is committed to providing excellent care.

Managing Incoming Review Feedback

CareStack allows staff to organize and review feedback using several filtering options, 
such as:

  • Unresponded reviews

  • Bookmarked reviews

  • Location-specific reviews

  • Date range filters

Daily Workflow:

  • Assign a dedicated team member (Front Desk Lead, Office Manager, or Marketing Coordinator)

  • Check for new reviews at least once per day

  • Respond to all reviews within 24–48 hours

Response Guidelines:

  • Positive Reviews:

    • Thank the patient

    • Reinforce specific feedback if mentioned
       

  • Negative Reviews:

    • Acknowledge concern (do NOT be defensive)

    • Move conversation offline (phone call or email)

    • Maintain HIPAA compliance (no personal health details)

The Ideal Reputation Strategy

A well-structured reputation management workflow allows your practice to actively manage patient feedback while promoting positive online visibility.

When implemented correctly, your strategy should:

  1. Collect internal feedback first
  1. Redirect satisfied patients to public review platforms
  1. Automate communication timing
  1. Maintain consistent branding across messages
  1. Monitor and respond to reviews promptly

A proactive reputation strategy strengthens patient trust, improves search visibility, and supports sustainable growth for your practice.

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