Healthcare reputation management
Healthcare reputation management with a good bedside manner.
Plenty of patients read reviews before they pick a clinic, and they notice how you answer them. Pozul helps your practice ask every patient for an honest review, reply with care, and see where you show up nearby.
- Email & SMS requests
- AI drafts, your team approves
- Map visibility by neighborhood
Front desk was kind, the plan was clear, and nobody ever made me feel rushed.
When patient reviews matter
Three moments when a patient looks you up.
None of them happen in your waiting room. All of them decide whether the phone rings.
New in town, no referral
They just moved, changed jobs or lost their old provider. With nobody to ask, the map and your reviews do the introducing.
The referral double-check
A doctor or a friend recommends you. The patient still searches your name, and a thin or unanswered profile can quietly undo a good referral.
Worth the extra drive?
Two clinics, similar hours, one is ten minutes further. Recent reviews and thoughtful replies are what tip the choice.
Timing
When to ask, by type of practice.
Timing is most of the craft. Ask when the patient feels the benefit, not while they're still filling in forms.
Physical therapy
At discharge or a milestoneThe first evaluation is paperwork and sore muscles. Wait for the visit where they take the stairs without thinking about it.
Primary care
Same afternoonRoutine appointments are short and easy to forget. A text a few hours later catches the experience while it's still clear.
Urgent care
The next morningNobody wants a review request while they still feel awful. Give it a night, then ask how the visit went.
Specialists
After the follow-upThe first consult tends to raise questions. The follow-up is usually where a patient feels looked after.
Pediatrics
Ask the parentAddress the parent or guardian, and keep the message about the family's experience with your team.
Behavioral health
Often, not at allMany therapists choose not to ask, and some professional codes discourage it. Check yours before you set up a campaign.
Patient review requests
Ask like the front desk, not the marketing department.
A good patient review request is short, comes from the practice by name, and asks about the experience. Add patients after their visit or import your list, then send by the channel they already use for appointment reminders.
- Say who you are. The practice name in the first line, so it never reads like spam.
- Ask about the experience. Front desk, wait times, how they were treated. Never their condition.
- Nudge once. An automatic follow-up for anyone who hasn't gotten to it, then it stops.
- Day 0Request
- Day 4One nudge
- DoneSequence stops
Local search grids
Patients search “near me.” See where “me” finds you.
A clinic can rank first on its own block and disappear two neighborhoods over. A local search grid checks your Google Maps position at points around the practice, for the searches patients really type.
- physical therapy near me
- urgent care open now
- family doctor accepting new patients
- pediatrician near me
- sports injury clinic near me
- walk-in clinic near me
AI-assisted replies
Reply to every patient review. Say less than you think.
A warm thank-you, or a calm offer to talk offline, covers almost every patient review. Pozul drafts the reply in your practice's voice. Someone on your team edits it, approves it and publishes it.
- Thank, don't recap. Nothing about their visit, their provider or their care.
- Take it offline. A named person and a phone line for anything that needs a conversation.
- A person signs off. Nothing is published until someone approves it.
“The front desk sorted my paperwork in minutes and nobody rushed me. I felt listened to.”
Thank you for taking the time to write this. Making people feel heard is something our whole team works at, and notes like yours make their week.
“Waited 40 minutes past my time and nobody told me why.”
Thank you for telling us. Nobody should be left waiting without an update, and we'd like to understand what happened. Please call our practice manager, Jen, at (555) 010-0147.
Never confirm someone is a patient in a public reply.
It's a sound rule for any healthcare practice: a public reply shouldn't confirm that the reviewer is your patient or mention anything about their care, even if they brought it up first. Thank them, speak about how your practice works in general, and move the specifics to a private conversation.
If your practice follows specific privacy rules, your privacy or compliance advisor has the final word on what your team posts.
How Pozul helps
What a practice actually uses Pozul for.
The whole product, pointed at the parts of a patient's journey that happen online.
Asking every patient
Requests by email or SMS with one link to your Google review page, plus polite automatic follow-ups.
Review requestsOne inbox for every review
Google and other supported review sites in one place, with an alert the moment a new review lands.
Review monitoringCareful replies, faster
AI drafts that stay general and kind. Your team edits and approves every one before it's published.
AI-assisted repliesWhere patients find you
Local search grids show your map position for “near me” searches across the neighborhoods you serve.
Local search gridsThe clinic down the road
Your rating, review count and review pace side by side with nearby practices.
Competitor comparisonGroups and networks
Several clinics? Manage every location, its team and its reports from one account.
Multi-location
FAQ
Patient reviews, answered.
What clinics and practices ask us most.
What is healthcare reputation management?
It's how a practice looks after what patients see online: its Google rating, review count, recent reviews and replies, and where it appears in local search. Day to day, that means asking every patient for honest feedback, answering reviews carefully, and keeping an eye on how you compare with nearby clinics.
How should a medical practice respond to a negative patient review?
Stay calm, thank the reviewer and keep the reply general. Don't confirm they're a patient or mention any detail of their care, even if they did. Offer a direct line to a named person so the conversation can continue privately. A short, polite reply often reassures future patients more than a long defense.
Can a clinic ask patients for Google reviews?
Yes. Asking for honest reviews is fine as long as you ask every patient, not only the ones you expect to be happy, and never offer anything in return. Many practices ask by text or email after a visit, keep the message short, and mention that there's no need to share health details.
Why doesn't my clinic show up when patients search “near me”?
Map results are calculated from where each searcher is, so a clinic can appear first on its own street and much lower a mile away. Google looks at relevance, distance and prominence, and reviews are part of prominence. A local search grid shows your position at points around the practice, so the weak spots are obvious.
Does Pozul work for medical groups with several locations?
Yes. Each location can run its own review requests, review inbox, replies and local search grids, and you can manage every location, your team members and branded reports from one account. It suits a two-clinic practice as well as a larger network.
Start here
See where you stand. Get your reputation snapshot.
Your overall rating, review count and recent review pace, response rate, how you compare with nearby competitors, and a view of your Google Maps visibility.