ImproMed, LLC. Logo
Issue: 57 - Sep 15, 2013
Veterinary Ratings Sites
By: Martha D. Jack
old eConverse Social Media Consulting Inc

Whether your veterinary clinic has a social media presence or not, I’m sure you are hugely protective and aware of your clinic’s reputation and how clients are speaking publically about your staff, clinic, fees and medical knowledge.

Prior to the advent of social media, this kind of information would likely only be spread by word of mouth. People would have the ability to consider the source, and the speed and size at which the information would grow was so much slower than it is today.

Currently, there are limitless places for clients to complain (rightly or wrongly) about the service they receive at your clinic. To name just a few, there is Facebook, Twitter, blogs, Google Reviews, Yelp and veterinary ratings sites all asking users for feedback. Unfortunately, for review sites there is very little you can do to have negative reviews removed from these sites, short of taking legal action. In fact, many are structured in such a way that you can’t provide a response or context to a complaint and many of the users may be anonymous.

No matter how much we try to protect our reputation, there will always be folks we can’t keep happy. Here are a couple things you can do to keep tabs on your online reputation:

- Create a Google Alert (link: for your clinic’s name and the names of your veterinarians. This will send you an email notification when any of these phrases are found in an online news item, website or blog post

- Use a social media monitoring tool such as NutshellMail (link: to keep an eye on your social media presence and the mention of any phrases in your saved searches.

- Give clients an easy way to provide feedback. Ensure there is a web form, email address or phone number where clients are encouraged to provide feedback or express concern. If you provide them with an easy way to reach you, they will be less likely to share some unflattering experiences publically.

- Ask for feedback regularly. Whether it is in the form of a yearly survey or comment cards, asking for feedback shows that you’re listening and care about client opinions.

- When you do receive feedback, respond in a timely manner and deal with the matter professionally and respectfully.

- Encourage clients who have been with you a long time or who have provided positive feedback to write a positive review to combat any negative reviews you may receive.

This will be particularly helpful on the veterinary ratings websites and Google Reviews, where there is very little you can do to have a negative review removed.