For clinic groups
Google review management for clinics: patients choose before they call.
They read the reviews for the branch nearest them, check the opening hours, and look for a reason to choose the practice two streets further. Locationes keeps every branch's reviews answered, its profile complete and its local visibility measurable — without putting patient details in a public reply.
Last updated:
- Reply queue
- Privacy-safe replies on every branch.
- Hours
- 1–2★ share and reply time visible.
- Profiles
- Ten profile checks per practice.
- Visibility
- Templates for waiting, parking, billing.
The problem
A clinic group's reviews are written by people at their most impatient or most relieved, and they are read by people deciding where to book.
Two failures repeat across every multi-site practice. The first is silence. A negative review sits unanswered for a week because the practice manager is clinical staff, not a copywriter, and nobody wants to be the person who says the wrong thing in public. The second is over-sharing: a well-meaning reply confirms a treatment, a date or a diagnosis, and a private complaint becomes a public record. Neither is solved by replying faster.
They are solved by a queue, a set of approved phrasings and a rule that clinical detail never leaves the building.
What it does
Three jobs, in your sector's language.
No generic feature list. The parts of the product that matter when the queue is long and the hours differ.
- Reviews
-
One inbox for every branch, with privacy-safe reply tools.
Reviews from all practices arrive in a single queue, with templates written for the situations that repeat — waiting time, parking, a cancelled appointment, a bill query — plus translation when the review is not in your team's language. Replies are written by a person and never confirm a patient relationship.
- Profiles
-
The numbers that matter to a clinic group.
Rating breakdown shows share of 1–2★ reviews, share answered within 24 hours and average time to answer a negative review. The deleted review archive keeps reviews Google removes, and the deleted review report shows the removal rate by star rating. In the anonymised multi-location healthcare demo data, 20% of 1–2★ reviews were removed; the rate is a signal to read, not a way to lift the rating.
- Visibility
-
A complete profile per practice.
Ten checks per location, including cover photo, hours, phone, services and primary category, each with a fix. For clinics, "services" and "hours" are the fields that decide whether someone books or keeps scrolling.
Example scenario
Example scenario
Illustrative example, not a customer story.
A dental group runs 23 practices. The marketing lead starts the week with the action list: six unanswered negative reviews, three of them at the same branch, plus one profile where Google flagged an edit to the opening hours. She sends the six replies to the two practice managers with a template already chosen, and rewrites the hours herself after checking with the branch.
A patient leaves a one-star review naming a treatment and a clinician. The reply thanks them for the feedback, apologises for the experience and invites them to contact the practice directly — no treatment, no name, no confirmation that they were ever a patient. A month later the review is gone from Google. The archive still has it, and the deleted review report counts it, which is how the group notices that its lowest-rated reviews disappear more often than the rest and stops treating the rating as a pure quality signal.
- Unanswered negatives
- 24
- In two supplier-linked branches
- 9
- Hours edits flagged by Google
- 1
- Branches on late-night hours
- 14
Figures belong to the example above.
Related
Related pages
Features, sectors and reading that share the same work.
See it with your own locations
We will walk through your estate, your review volume and your current workflow.