For senior living groups
Senior living reputation management: families read the worst review first.
Locationes is a multi-location Google Business Profile platform for senior living and home care groups. It keeps care types, visiting hours, languages and photos accurate for every residence, brings reviews from all locations into one inbox, and tracks the local searches each residence appears in.
Last updated:
- Reply queue
- Ratings and review text per residence in one view.
- Hours
- Reply time on the reviews families read first.
- Profiles
- Care types, visiting hours and languages checked per profile.
- Visibility
- Local visibility for "nursing home near me" and "home care" searches.
The problem
A move into a care home is decided over weeks, by several people, and the shortlist is built on reviews.
Families check the same things in the same order: what level of care the residence offers, when they can visit, which languages are spoken, and what a review says about a room change or a phone that nobody answered. One of those reviews, left without a reply, outweighs the brochure. Families read it as the answer to what happens here when something goes wrong. The second problem is tone. A review written after a death, or in the middle of a difficult move-in, cannot be answered with a template. The reply also cannot confirm that someone is a resident or discuss their care.
Staff need a rule with examples, not a script, and the rule has to survive a busy week.
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
-
Ratings, review text and reply time per residence.
The rating breakdown, review count and average time to answer a negative review are shown location by location, so a 4.5 group average no longer hides the residence at 3.8.
- Profiles
-
A queue that separates routine from sensitive.
Reviews arrive with rating, location and date. Templates cover tours, visiting hours, parking and waiting lists. A review about a death, a fall or a room change is flagged for a person, and the reply can be written without confirming a resident or discussing care.
- Visibility
-
A profile that answers the questions families ask.
Care types, services, visiting hours, languages, description and photos are editable per location and can be updated in bulk. The profile score flags what is missing, and the alerts check catches a location Google has marked closed or duplicated.
- Visibility
-
Local visibility for the searches that bring enquiries.
Impressions split search from maps, keyword performance shows the terms each residence appears for, and rank tracking follows the terms you choose. Calls and direction requests then show which listing families act on.
Example scenario
Example scenario
Illustrative example, not a customer story.
An eighteen-residence group averages 4.5, but one residence sits at 3.8. Its most recent review describes a room change during move-in and a phone that nobody answered for two days. It has been unanswered for nine days. On a tour that week, a family asks about it before they ask about fees.
The regional manager replies within two days, signs with her name and offers a direct number for the residence manager. The reply does not confirm who lives there, does not describe care, and does not promise that the room will not change again. It says what the residence changed in its move-in process. The review stays at one star, and the family books a second visit.
That month the group adds "respite care" to the services of six residences in one update. The audit afterwards shows two that still do not list it, both edited locally. Separately, rank tracking shows "nursing home near me" dropping in one city after the residence lost its service list; the profile is completed and the position recovers over the following weeks.
- 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.