Reviews are public. Improvement happens behind them.

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.

A clinic can use a neutral, consistent invitation, but it should not discourage negative reviews or ask only patients who gave a high private score. LUNA separates the public-review invitation from the private feedback and complaint pathway so one does not depend on the other.

Review gating is filtering patients 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.

AHPRA warns that 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 most conservative option and publish no replies. If the clinic elects to reply, LUNA can configure carefully scoped, automated responses in its own approved brand voice for suitable non-clinical reviews. The workflow does not confirm a patient relationship, discuss care or automatically answer sensitive reviews. Clinical matters are held for private escalation and may require legal, insurer or regulatory advice.

Clinical praise should not be republished in clinic-controlled advertising. A public review can remain on the independent platform, but copying it onto a clinic website, advertisement or social post may turn it into a testimonial about a regulated health service. LUNA leaves clinical review content out of promotional assets.

RACGP Standards Criterion QI1.2 requires accredited general practices to collect and respond to patient feedback. The RACGP guide says this can occur once during the three-year accreditation cycle or on an ongoing basis. The clinic should confirm the method and evidence required with its accreditation provider.

Not as a universal rule. Insurer guidance commonly treats complaints registers, documented responses and timely notification of matters that could lead to a claim or complaint as risk-management tools. The exact notification duties depend on the clinic's policy and circumstances.

The scope can include consistent invitations, a private feedback form, a complaints register, escalation owners, response templates, review monitoring, trend categories and a documented improvement log. It should collect only the information needed for the purpose and keep sensitive clinical detail out of marketing systems.

Accurate profiles, genuine reviews and active profile management can support patient trust and local visibility, but this service does not promise rankings or map positions. Technical SEO, content and authority work are scoped through LUNA's medical SEO service.

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.

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.