Reputation Management — Guardian

Reputation Management: Guardian Package

Ideal for clinics needing professional monitoring and timely, brand-aligned responses to patient reviews.

This package provides the essential monitoring and response cadence to protect your online reputation and show patients you are listening.

What's Included:

• Active Review Monitoring: We monitor up to 3 review sites (e.g., Google, Facebook, Yelp) for new patient feedback.
• Professional Responses: We use brand-approved templated responses to reply to reviews, ensuring a consistent and professional tone.
• Clear Reporting: You receive a monthly sentiment report to understand patient feedback trends.
• Timely Cadence: We guarantee a 48-hour response SLA (during business days) for all new reviews.
• Bilingual Support: We can manage responses in English and Arabic using approved templates.

What's Not Included:

• Active review generation campaigns (this is handled via our Email/SMS plans).
• Crisis PR management or public statements.
• Legal counsel regarding reviews or patient disputes.
• Multi-location reputation governance (see multi-location plans).

Client Requirements:

• Platform Access: Manager-level access to the review sites you want us to monitor and manage.
• Response Guidelines: Approved brand tone and specific phrasing for handling sensitive or negative replies.
• Escalation Path: Designated escalation contacts at your clinic for urgent or critical patient issues.

Key Terms & FAQ

• Pre-Approval: Yes, all response templates are pre-approved by your team during onboarding. We then use these templates consistently.
• Fake/Spam Reviews: We will identify, flag, and suggest the steps for removal. Final removal is always at the discretion of the platform (e.g., Google).
• Review Generation: This plan manages reviews. Our Email Automation plans generate new reviews from patients.
• Minimum Term: A 90-day minimum commitment is required.
• Revisions: One revision round is included per response template.