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Doctors and general clinics · Reputation management

Replying to a review can confirm that the person was your patient.

Reputation management for a clinic is what patients write on Google and Practo, and how a doctor answers without discussing anybody's treatment. GullySales prepares replies that stay inside the conduct rules, sets the review ask at the billing counter, and reads what the complaints are really about.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of doctors and general clinics at work in India

What reputation management means

Reputation management is watching what is said about your business across Google, social media and review sites, and responding to it before it changes a buyer's mind. GullySales monitors mentions, drafts responses to negative reviews and flags recurring complaints back to your team.

Also for doctors and general clinics

Sales and marketing for doctors and general clinics, the overview.

Last updated 17 Oct 2026. Rules for this trade differ by state and professional body, and they change. We describe restrictions in general terms, so check the current position with your own council or adviser before you publish anything.

For doctors and general clinics

Where it usually goes wrong, and what we would do.

  • “The reply is the disclosure, not the review”

    Confirming that a reviewer attended your clinic is itself a detail about a patient, however polite the rest of the sentence.

  • “The one star is about waiting, not about the doctor”

    A clinic running a walk-in queue against an appointment book will collect them, and the fix sits in the schedule rather than in the reply.

  • “Testimonials and reviews are not the same thing”

    A patient writing on their own differs from a clinic publishing praise as promotional material, and your council's rules treat the second one seriously.

What we do

What we deliver for doctors and general clinics.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Reply wording that never touches a medical detail

    Short answers that thank, apologise for the experience and move it to a phone number, approved by the doctor once and reused after that.

    Result: A reply goes up without a fresh decision each time.

  2. The review ask handed over at billing

    A card or a message given after the visit is finished and paid for, to patients who were unhurried, rather than chased by SMS to everybody.

    Result: Reviews come from the visits that went well.

  3. Waiting time treated as the real complaint

    The appointment book, the token system and the flow of the OPD looked at alongside the reviews, since that is what most of them describe.

    Result: The complaint stops being generated.

  4. Monitoring across Google, Practo and JustDial

    Alerts on the clinic name, each doctor's name and the common misspellings, so a review is seen within days rather than months.

    Result: Nothing sits unanswered for a season.

  5. A no-testimonial rule written down

    A clear line on what may appear on your own pages and what may not, agreed with the doctor and kept where staff and any agency can read it.

    Result: Nobody posts a patient's praise on your website.

  6. Reviews and their causes in the report

    New reviews, the rating, which session they came from and what each complaint was actually about, read against the baseline.

    Result: A pattern in the OPD reaches the doctor.

How the result is measured

  • Average rating
  • Response time to reviews
  • Negative mentions resolved

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full online reputation management page

What to do with each review

How to answer each kind of review a general clinic gets.

Praise for the doctor or the staff
Thank them as you would any reader of the page. Do not say 'glad your child recovered' or name an illness, because that confirms they were your patient and what they came for.
A one star review about waiting
Say how visits are managed now, such as tokens or booked slots, and invite them to try it. Do not refer to the day or the person. Then check whether the front desk logs how long walk-ins wait.
A review questioning the diagnosis or medicine
Give no clinical detail in public. Reply that you would like to hear the concern, and give the clinic's public number. Show the doctor the review, and keep case notes ready in case the patient calls.
A complaint about the consultation fee
Publish the fee list on your Business Profile and at the desk. Reply by pointing to it without mentioning the visit. If follow-up visits are free for some days, write that rule down once and give the same answer every time.
A complaint that nobody picked up the phone
Fix the phone routine first: who answers during the OPD rush and where calls go when the line is busy. Then reply with the best time and number to reach the desk.
A review from a person you cannot place
Reply without saying whether they were a patient. Ask them to contact the clinic, and report the review through the platform if it breaks the rules on fake or off-topic content.

Who it is for

This is written for these doctors and general clinics.

  • Single-doctor family and general practice clinics
  • Polyclinics with visiting consultants
  • Physicians and internal medicine consultants in private practice
  • Paediatric and child health clinics
  • Diabetes and lifestyle disease clinics
  • Home visit doctors and home nursing services
  • Home sample collection and diagnostic partner centres
  • Medical equipment rental and home care providers
  • Corporate and occupational health service providers

Not for

It is not the right fit if.

  • The clinic has no one who can reply to a review without confirming that the writer was a patient, which is itself a disclosure.
  • You plan to offer a gift or a discount in return for a review, which the platforms and the council's rules do not allow.
  • Nobody has the time to read reviews at all, so a reply routine would be started and dropped.

How it works

How the reputation management work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Search your name as a stranger would

    We search the business, its main product names and the owner's name, on a phone and a laptop, and record what appears.

  2. 2

    Catalogue every mention

    Reviews, news, listings, social posts and forum threads are sorted into accurate and positive, accurate and negative, and wrong. Each group gets a different action.

  3. 3

    Agree the replies and the owner of each

    Replies are drafted and approved by you. Anything involving a refund, a clinical matter, a legal claim or a named employee goes to the right person in your business before anything is posted.

  4. 4

    Fix what you control

    Listings, profile details and your own pages are corrected, and pages worth ranking for your name are strengthened with accurate information.

  5. 5

    Monitor and report

    The agreed places are checked on the agreed schedule. The name search is repeated and compared with the first record.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Can we ask patients for reviews?
Asking after a visit is ordinary practice and paying for reviews is not. Where the line sits for a doctor is a matter for your council's conduct rules rather than for us, and the registration at risk is yours. We write the ask and you approve it.
Somebody has written something untrue about the clinic. What can we do?
Report it to the platform, and reply once without discussing the visit. A calm reply offering a phone number is read by the next family, and a defensive one is read by everybody. Your own legal adviser handles anything beyond that.
A patient wrote the review in Kannada. Should we reply in English?
Reply in the language of the review, in two plain lines, so the patient and other local readers understand. Keep it free of clinical detail in any language. If nobody on staff writes that language well, ask a colleague to check the wording before posting.
The review is on Practo or Justdial, not Google. Do we reply there too?
Yes, if the platform lets you reply. Readers on those sites are choosing a doctor in that moment. Keep the same rule as on Google: thank, give no clinical detail, offer a call. Check the platform's current rules before replying, since they differ.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for doctors and general clinics.

All articles

More for doctors and general clinics

Everything else we would do for you.

Or start from the overview: sales and marketing for doctors and general clinics.

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