Where Things Fell Apart
CoastalCare Family Clinic served hundreds of local families with a strong reputation inside the community, yet their online presence told a completely different story. With only fourteen Google reviews collected over several years and a star rating that fluctuated depending on a handful of comments, the clinic appeared less credible than nearby competitors. Despite excellent bedside manner and loyal patients, the team felt the disconnect every time a new patient said, “I wasn’t sure if I should book… your online reviews seemed outdated.”
The staff cared deeply about the patient experience, but asking for reviews during checkouts felt uncomfortable and intrusive. The clinic administrator tried to monitor multiple platforms manually, switching between tabs to check Google, Yelp, and Facebook, but reviews slipped through the cracks or went unanswered for weeks. Without a consistent workflow, the clinic lacked visibility into what patients loved and what needed improvement.
“We’ve always been proud of how we treat people, but our online presence made it look like we didn’t care about feedback at all,” the clinic director shared. “It just didn’t match who we are.”
