Healthcare Reputation Management

What HIPAA and 42 CFR Part 2 let you say

The fastest way for a behavioral health provider to create a violation is to answer a review honestly. In 2019 the HHS Office for Civil Rights settled with Elite Dental Associates over a Yelp response that named a patient and described her treatment. The practice paid $10,000 and took a corrective action plan. The rule is unforgiving: a public response cannot confirm the person was a patient, cannot correct their account with clinical detail, and cannot reference dates of service.

Substance use records add a second layer. 42 CFR Part 2 protects the fact of treatment itself, so acknowledging that someone was in your program is the disclosure even when nothing clinical follows it. Every response has to read the same whether or not the reviewer ever walked through your door.

We build the templates with your compliance officer, then use them. A good response acknowledges the concern and gives a direct line to a named person. It says nothing else.

Getting reviews without gating them

Google prohibits review gating, meaning you cannot screen for happy people and route only them to your profile. Yelp goes further and prohibits soliciting reviews at all. So the ask goes to everyone, and the work is choosing the moment. Discharge is the obvious trigger and often the wrong one. Family members are usually the better ask, and 30 days post-discharge produces better reviews than day one.

Volume is what protects you. On a profile with twelve reviews averaging 4.8, one one-star post takes you to 4.5 and sits at the top of the page for months. On a profile with two hundred, the same post moves the average two hundredths of a point. Review count also feeds the prominence signal behind local pack rankings, so the work that protects your average is the work that gets you found.

When the reviews are right

Some of what gets written about treatment centers is true. Insurance billed more than the family expected. The admissions line rolled to voicemail at 7pm. A specific staff member comes up by name in four separate posts. No amount of review generation fixes that, and burying it under solicited five-stars buys a quarter at most.

We report the themes with counts and let you decide. The facilities that climb fastest are the ones that treat the review page as an operations report rather than a marketing problem.

Reputation work shows up in the call log before it shows up anywhere else. We tie the review profile to the tracked number on your Google Business Profile so you can watch call volume move as the rating and the count move.