Reputation Management

Review Monitoring

Patient reviews can appear across multiple platforms, not just Google Business Profile. Regular monitoring helps dental practices identify new feedback, respond appropriately, and understand recurring patient concerns.

MediaNV monitors relevant platforms such as:

• Google Business Profile
• Facebook
• Yelp
• Dental and healthcare directories
• Other relevant review platforms

Monitoring also helps identify recurring themes in patient feedback, giving practices useful insight into how patients experience their services.

Compliant Review Generation

A consistent review request process makes it easier for patients to share genuine feedback after their appointments. MediaNV helps dental practices establish review workflows that treat patients consistently and avoid review gating or sentiment-based routing.

Best practices include:

• Send review requests shortly after an appointment.
• Use convenient channels such as SMS, email, or QR codes.
• Provide a direct review link when available.
• Send requests consistently rather than selecting only satisfied patients.
• Never offer discounts, gifts, payments, or other incentives in exchange for reviews.

The goal is to make it easy for patients to provide genuine feedback without influencing what they say or selectively directing patients based on their expected satisfaction.

Reputation Reporting

Reputation management is an ongoing process. Regular reporting helps practice owners understand how their online reputation is changing and where attention may be needed.

MediaNV reporting may include:

• Total review volume
• New reviews over time
• Average rating across platforms
• Review response rate
• Response time
• Sentiment and recurring feedback themes
• Platform performance
• Competitor review activity
• Listing accuracy
• Reputation issues requiring attention

These insights help practices understand reputation trends, identify potential issues, and make informed improvements over time.

Review Response Management

Professional review responses show that a dental practice takes patient feedback seriously. MediaNV helps practices establish response guidelines that maintain a consistent, respectful tone while protecting patient privacy.

Positive Reviews

Thank the patient for their feedback and acknowledge something specific they mentioned. Responses should be genuine, professional, and concise.

Negative Reviews

Acknowledge the concern with empathy without becoming defensive. Do not confirm a patient relationship, discuss treatment details, or disclose private information. When appropriate, invite the reviewer to contact the practice directly so the concern can be discussed privately.

Local Listing and Directory Consistency

Your online reputation extends beyond reviews and ratings. Accurate business information across major platforms helps patients find the correct practice details and supports a consistent local search presence.

MediaNV helps maintain accurate business information across:

• Google Business Profile
• Google Maps
• Facebook
• Yelp
• Dental and healthcare directories
• Other relevant business listings

This includes checking important details such as your practice name, address, phone number, website, and business hours.

Dental Reputation Management for Multi-Location Practices

Managing reputation across multiple dental locations requires location-specific monitoring, accurate business information, consistent response management, and clear reporting.

MediaNV can help multi-location practices manage:

• Location-level review monitoring
• Location-specific reporting
• Listing consistency
• Review response management
• Competitive benchmarking by market

Fake or Policy-Violating Review Reporting

When a review appears to violate a platform's policies, MediaNV reviews the available information, documents the potential violation, and submits the report through the appropriate platform process.

For practices experiencing a sudden increase in negative reviews, fake reviews, or other reputation issues, MediaNV can help identify the problem, organize the response process, and manage appropriate reporting.

Examples may include:

• Reviews from people who were not patients
• Spam or promotional content
• Reviews posted for the wrong business
• Content unrelated to the practice
• Other content that violates platform policies

Each platform makes its own decision about whether a review violates its policies. MediaNV cannot guarantee removal, but we can help identify potential violations and manage the reporting process.

Fake or Policy-Violating Reviews

Not every negative review should be reported or removed. When a review appears to violate a platform's policies, MediaNV documents the issue and submits it through the appropriate reporting process. The platform makes the final decision, so removal cannot be guaranteed.

Patient Privacy

Public review responses should remain general and should not reveal protected health information or confirm details about a patient's care. When a specific concern requires further discussion, the conversation should be moved to a private channel.

Reputation Audit

We review your online reputation across major platforms, identify areas that need attention, and assess your overall online presence.

Platform Setup and Cleanup

We review your profiles, verify your business information, and improve NAP consistency across Google Business Profile, directories, and other relevant platforms.

Review Generation Workflow Setup

We set up a compliant review request process that makes it easy for patients to share their feedback without review gating or sentiment-based routing.

Response Protocol Development

We create response guidelines that match your practice's communication style whilesupporting professional responses that protect patient privacy and follow applicable healthcare and privacy requirements.

Ongoing Monitoring

We monitor reviews across relevant platforms, identify new feedback, and help ensure responses are provided within the defined response window.

Monthly Reporting

Monthly reports track review volume, ratings, sentiment trends, response activity, platform performance, and local competitor comparisons.

Continuous Refinement

Reputation management is an ongoing process. We use review trends, reporting data, platform updates, and local search changes to refine your strategy.