Healthcare reputation management · Australian clinics
Patient feedback made useful, governed and actionable.
A managed LUNA Reviews workspace for Australian clinics, with neutral invitations, conservative public-reply controls, private escalation and clear improvement themes.
Tailored setup and ongoing management. No review gating, patient confirmation or automatic clinical replies.
Illustrative clinic workspace example
TodayPatient experience
All locations⌄Incoming signalsUpdated now
Theme categoriesConfigured
Phone access
Wait updates
Reception clarity
✓ Categories readyThe outcome
Improve the experience behind the public rating.
Healthcare reputation management helps an Australian clinic monitor public reviews, invite feedback consistently, apply a clinic-approved response policy and use recurring patient experience themes for improvement. LUNA configures a managed workspace with neutral invitations for every eligible patient in an agreed cohort, an independent private feedback pathway, Google Business Profile monitoring, sensitive-content triage, named escalation owners and monthly reporting. The private pathway never determines who can leave a public review, avoiding review gating. Clinical or sensitive reviews are held for a human clinic decision rather than answered automatically, and public wording does not confirm a patient relationship. Clinical praise is not republished as clinic-controlled advertising. General practices, dental, allied health, specialist, cosmetic and multi-location clinics can adapt the same governance principles. Ranking strategy, citations and search content remain within LUNA's separate Medical SEO service.
- 01No review gating
Invite every eligible patient fairly
Use one neutral invitation for the whole agreed cohort. A private feedback choice never hides or unlocks the public-review option.
- 02Clinic-controlled
Keep public handling conservative
Monitor every review, hold clinical or sensitive content for the clinic and require an approved policy before any public reply is considered.
- 03Clear escalation
Move concerns to the right person
Route private feedback and complaint signals to a named practice owner instead of leaving them inside a marketing inbox.
- 04Documented follow-through
Turn patterns into improvements
Group recurring access, reception and communication themes, assign an action and keep the next review date visible.
Built for regulated practice
A healthcare workflow needs more than a review widget.
We do not use patient testimonials as proof here. The service is grounded in healthcare context, current public guidance and a clear division between operational support and clinic decisions.
Healthcare-aware setup
The workflow is designed around clinical boundaries, privacy and the reality of running a patient-facing service.
Guidance-led controls
AHPRA testimonial guidance, Google review policy and conservative public-reply boundaries are built into the setup conversation.
Clinic-owned decisions
The clinic keeps control of clinical matters, complaint findings, privacy decisions and final publishing approval.
Inside LUNA Reviews for medical
One clinic workspace. Clear human boundaries.
The medical workspace is configured around your clinic's locations, eligible patient cohort, approval path and nominated practice owners. It is not a generic review campaign.
The example below shows the intended workflow only. It is not a live patient account, client result or performance claim.
LUNA Reviews · Medical workspaceMonthly patient-experience snapshot
Illustrative onlyFeedback categoriesWhat the clinic can monitor
Workflow viewBooking clarity
Wait-time updates
Reception experience
Next documented actionAdd a wait-time update script for reception.Owner: Practice Manager · Review next month
Review triageAI prepares. The clinic decides.
Google connectedNew review signalContent hidden in example
The workspace flags whether a review contains clinical, privacy or complaint cues before a person decides what happens next.
Suggested handlingHold for clinic approval
- Non-clinical theme identified
- Patient relationship not confirmed
- No automatic public reply
Managed service or DIY software
Similar tools. A different level of responsibility.
Software can suit a practice with internal time and governance capability. LUNA Reviews is for clinics that want the workflow designed, configured and supported with them.
What the clinic is choosing
LUNA Reviews for medicalPlug-and-play software
LUNA managed serviceLUNA maps eligible patient cohorts, invitation timing, clinic owners, privacy boundaries and approval rules before configuring the workspace.
DIY softwareYour team connects the accounts, chooses templates and works out the operating and governance process.
LUNA managed serviceThe same neutral invitation goes to every eligible patient in the agreed cohort, with the public and private choices kept independent.
DIY softwareCampaign tools may be available, but your team remains responsible for cohort fairness, wording and review-gating risk.
LUNA managed serviceNo-reply is available by default. AI can classify and prepare suitable non-clinical wording, but publishing requires the clinic's chosen approval path.
DIY softwareAI reply features may be available, while privacy, testimonial and clinical-content decisions remain with your team.
LUNA managed serviceClinical, complaint or privacy signals are held and sent to the nominated clinic lead. They are not answered automatically.
DIY softwareAlerts can identify a new review, but somebody still needs to triage risk and run the private response process.
LUNA managed serviceLUNA monitors the workflow, prepares a monthly snapshot and helps the clinic carry one useful improvement into the next cycle.
DIY softwareThe dashboard stays available, but internal staff must operate it, interpret the themes and maintain the rules.
The neutral invitation
One doorway. The patient chooses the path.
Every eligible patient receives the same neutral choice. Public review and private feedback sit beside each other, but a private response never removes access to the public-review option.
Consistent invitationOne doorway. The patient chooses the path.
The same neutral message goes to every eligible patient. No rating question decides which link appears.01
Neutral invitation“We value your feedback. Choose the option that suits you.”
Every eligible patientPatient choiceNo rating filter
Public pathwayLeave an independent review
Patient-ledThe public-review option is available to the whole agreed cohort.
Private pathwayShare experience feedback
Clinic-ownedA direct route for access, reception and process concerns.
✓The rule: choosing private feedback never hides or unlocks the public-review option.
Clinic-controlled public replies
No-reply is a valid and available default.
AHPRA says engaging with a third-party review may be considered using a testimonial to advertise a regulated health service. LUNA therefore supports a no-reply policy or clinic-approved draft assistance, with nothing published automatically and sensitive content always held.
Monitor only
Alert the right person and publish nothing from the clinic account.
Draft for approval
Prepare conservative non-clinical wording for the clinic to accept, change or decline.
Human-only hold
Send clinical, sensitive or complaint-related content directly to the nominated clinic lead.
Google review policyChoose how your clinic responds
Clinic decidesReviews are monitored and escalated. Nothing is posted from the clinic account.
AI can prepare suitable non-clinical wording, but the clinic decides whether anything is published.
Your clinic voiceWarm · concise · non-clinical
Thank you for taking the time to share your feedback. We value all feedback and invite you to contact our practice manager using the details on our website.
✓Patient relationshipNever confirmed
✓Clinical contentHeld for review
✓Publishing boundaryHuman approval
The recurring clinic service
Set up carefully. Improved every month.
Initial setup agrees the patient cohort, invitation, owners, response policy and data pathway. The ongoing service then keeps the workflow visible and carries one useful clinic-owned action into the next month.
ManagedEvery monthOne clinic-owned next action
- 01
Sync
Bring new public reviews and agreed invitation events into the clinic workspace.
- 02
Invite
Send the same neutral choice to every patient in the approved cohort.
- 03
Triage
Separate routine experience feedback from clinical, privacy or complaint signals.
- 04
Approve
Hold public reply drafts for the clinic's agreed human decision path.
- 05
Learn
Surface recurring non-clinical themes without turning reviews into advertising claims.
- 06
Improve
Assign one practical action, owner and date for the clinic to revisit.
From signal to improvement
A pattern is more useful than a pile of comments.
Public reviews and private feedback can reveal recurring access, reception and communication friction. The clinic decides the response; the workspace keeps the action visible.
Quality improvement viewFeedback becomes evidence for action
Clinic cycleThemes across public + private feedback
Phone accessWatch
Wait-time updatesAction
Reception clarityTrack
Online formsNew
ACTION ITEMPattern identified
Turn a recurring theme into an owned clinic action.
✓Owner assigned✓Reception script updated✓Review date scheduled
Documented improvementNon-negotiable safeguards
Protect the patient relationship before the rating.
These rules are part of the service design rather than optional settings added after launch.
No review gating
A low private score never removes the public-review choice, and positive patients are not selectively invited.
No patient confirmation
Public wording does not confirm that the reviewer attended, received care or has a clinical relationship with the clinic.
No clinical debate
Treatment, diagnosis, appointment details and complaint findings stay out of the public response workflow.
No testimonial recycling
Clinical praise is not copied from an independent review into clinic-controlled advertising, social content or website proof.
Clinic fit
The same governance, shaped around each practice.
The invitation, escalation owners and reporting detail change with the setting. The patient-safety boundaries do not.
General practice
A patient-feedback pathway that can support the practice's quality-improvement process and named complaint ownership.
Dental practices
Consistent invitations, location monitoring and a private path for treatment, fee or experience concerns.
Allied health
Proportionate workflows for physiotherapy, psychology, occupational therapy and multidisciplinary clinics.
Specialist clinics
Conservative public handling with a clear handover for complex, sensitive or referral-related feedback.
Cosmetic clinics
Additional care where public comments may describe medicines, outcomes or a clinical experience that should not be amplified.
Multi-location groups
Shared standards with location-level owners and reporting that reveals patterns without flattening local context.
Guidance and responsibility
Clear controls. Clear ownership.
Reviews and Reputation manages how patient feedback is invited, monitored, triaged and learned from. Medical SEO separately manages rankings, citations, content and search visibility.
Australian guidance boundary
LUNA builds the workflow. The clinic owns the clinical decision.
The controls are informed by current Australian guidance, but the service is operational support rather than legal, accreditation or insurance advice.
Invitation rules, feedback capture, monitoring, draft controls, escalation paths, theme categories and monthly reporting.
Clinical responses, complaint findings, privacy decisions, records, insurer notifications and final publishing approval.
Questions, answered
Healthcare reviews and patient feedback questions
What is healthcare reputation management?↓
Healthcare reputation management is the system a clinic uses to monitor public reviews and profile information, invite feedback consistently, apply an approved public-reply policy, escalate concerns and learn from recurring patient-experience themes. It is broader than trying to increase a star rating.
Can Australian doctors ask patients for Google reviews?↓
Australian doctors and practices can use a neutral, consistent invitation to leave a rating on an independent review site. The same approach should be used for the whole eligible cohort, without offering an inducement or asking only patients who gave positive private feedback. LUNA keeps the public-review invitation independent from the private feedback and complaint pathway.
What is review gating?↓
Review gating is filtering people by sentiment, then encouraging only positive respondents to post publicly while diverting negative respondents elsewhere. LUNA does not build this workflow. Every eligible patient in the agreed cohort receives the same neutral invitation, and private feedback never removes access to the public-review option.
Can an AHPRA-regulated clinic reply to Google reviews?↓
AHPRA says engaging with a review on a third-party site may be considered using a testimonial to advertise a regulated health service. A clinic can therefore choose the conservative option and publish no replies. Where the clinic chooses to consider a reply, LUNA can classify the review and prepare carefully scoped non-clinical wording for human approval. Nothing is published automatically, no patient relationship is confirmed, and clinical or sensitive content is held for the clinic and its professional advisers.
Can patient reviews be used as testimonials in healthcare advertising?↓
Clinical praise should not be republished in clinic-controlled advertising. A patient may leave a review on an independent platform, but copying clinical comments onto a clinic website, advertisement or social post can make the clinic responsible for using that testimonial in advertising. LUNA keeps clinical review content out of promotional assets.
Is patient feedback required for general practice accreditation?↓
RACGP Standards Criterion QI1.2 requires accredited general practices to collect and respond to patient feedback. RACGP guidance says feedback may be collected once during the three-year accreditation cycle or on an ongoing basis, so monthly collection is not presented as a universal accreditation requirement. The practice should confirm the required method and evidence with its accreditation provider. LUNA can configure the operational feedback pathway and improvement log, while the clinic and accreditation provider retain responsibility for the accreditation decision.
What does a patient feedback system include?↓
The scope can include consistent invitations, a private feedback form, named escalation owners, review monitoring, response-policy controls, trend categories and a documented improvement log. It should collect only the information needed for its purpose and keep sensitive clinical detail out of marketing systems.
Does healthcare reputation management improve medical SEO?↓
Accurate profiles and genuine reviews can support patient trust and local visibility, but this service does not promise rankings or map positions. Technical SEO, citations, search content and authority work are scoped through LUNA's Medical SEO service so the two pages do not compete for the same job.
How much does healthcare reputation management cost?↓
The scope depends on the number of locations and profiles, review volume, invitation method, practice software, approval steps, escalation requirements and reporting. LUNA reviews those factors, then provides a written custom scope and quote rather than publishing a generic package price.
Which clinic systems can LUNA Reviews connect?↓
That depends on the invitation trigger and what the clinic's practice software safely supports. LUNA can assess systems such as Cliniko, Halaxy, Power Diary, Nookal and PracSuite, but confirms the available integration and data handling before promising automation or write-back.
Founder, LUNA Systems · Registered Nurse (AHPRA: NMW0002113429)
Former nurse and beauty therapist turned automation consultant. Justine builds custom AI systems for Australian service businesses, so they can stop chasing leads and start growing.
A practical first step