Pediatric Orthopedics Practice

Challenge

The practice had strong referrals, however lacked strength in online reviews and reputation. Its Google Business profiles showed dated visuals, low ratings, and a lack of ratings, while comparable and competing clinics had fresher content and higher review volume. We needed a realistic way to enhance the online presence for both the clinic and families while staying HIPAA compliant, avoiding illegal review incentives, and improving review quality without gating posts or comments.

Process

We began by developing a project brief, timeline, and research plan. Using primary and secondary research, we identified the key moments that shape parent decision making and influence digital reputation. We conducted interviews to understand what parents look for when selecting pediatric orthopedic care and how reviews impact trust, and paired those insights with a full audit of the clinic's digital presence, covering its Google Business profiles, visuals, and review patterns. From this we built frameworks, including a review response matrix, crisis protocol, and KPI tracker, to inform our recommendations.

Solution

We focused on recommendations the clinic could easily integrate: prioritizing review handling, response procedures, and Google visibility across platforms. We advised staff to encourage patients to leave reviews after their appointment on Google, Yelp, and social, with automated texts within 24 hours to request feedback. We proposed refreshing the Google Business Profile with current clinic photos, clear service information, and an updated logo, since visuals were cited as a decision factor. We wrapped the plan in a review response matrix, crisis management framework, and a KPI tracker to reach targets by Summer 2027.

Results

Delivered a clear roadmap to improve parent communication, strengthen digital reputation, and support long-term referral, presented to the client's leadership team in an executive presentation.