Hospital’s Reputation and Review Management Software

Overview of Hospitals’ Reputation and Review Management Software

Healthcare reputation management software is a specialized technology designed to help healthcare providers manage their online reputation by systematically collecting, monitoring, and responding to patient feedback. As the healthcare industry becomes more competitive, maintaining a strong digital presence is essential—not only for attracting new patients but also for tracking patient satisfaction and building a trusted, positive brand image.

This software plays a critical role in patient acquisition by enabling hospitals to showcase authentic patient experiences and build credibility. It also supports ongoing satisfaction tracking, giving healthcare teams real-time insights into patient sentiment. At its core, the software works by monitoring reviews across multiple online platforms, generating feedback requests through automated channels such as SMS or email, responding efficiently to patient comments, and analyzing the feedback to uncover trends and areas for improvement.

Traditionally, hospitals relied on manual methods to track and manage reviews, which were time-consuming and prone to oversight. The shift to automated reputation management software tools has revolutionized this process, allowing hospitals to streamline feedback collection and response efforts, improve patient engagement, and ultimately enhance the overall patient experience.

Features to Look for in a Hospital’s Reputation and Review Management Software

Choosing the right best reputation management software requires understanding the core features that directly impact usability, compliance, and outcomes.

• Automated Review Generation: Automatically send review requests via SMS, email, or patient portals post-appointment. This boosts response rates, saves time, and ensures consistent patient feedback collection without requiring manual follow-ups.
• Multi-Platform Support: Ensure the software supports top review platforms like Google, Facebook, Yelp, Healthgrades, and Zocdoc. Centralized review tracking streamlines management and eliminates the need to log into multiple accounts individually.
• Real-Time Monitoring and Sentiment Analysis: Get instant alerts for new reviews and use sentiment analysis to flag negative trends. This allows hospitals to respond quickly and resolve patient concerns before they escalate into larger issues.
• Customizable Surveys and NPS Tracking: Collect targeted feedback using branded surveys tailored to your services. Track patient loyalty and satisfaction through Net Promoter Score (NPS) for ongoing insight into patient experience trends.
• Pre-Built HIPAA-Compliant Response Templates: Use pre-approved, HIPAA-compliant response templates to maintain professionalism and data privacy. These templates ensure fast, appropriate replies to reviews while staying within regulatory boundaries.
• Centralized Dashboard with Location-Level Reporting: Monitor performance across multiple facilities, departments, or providers. A centralized dashboard makes it easy to track trends, identify gaps, and compare reputation scores across the organization.
• Alerts and Notifications: Enable instant alerts for negative or critical feedback. These real-time notifications help care teams address concerns swiftly, enhancing patient trust and avoiding potential damage to the hospital’s reputation.
• Role-Based Access: Assign specific access rights to users like administrators, marketers, and clinical staff. This ensures secure, streamlined workflows in which each team sees and manages only what’s relevant to their role.

Security & Compliance Requirements for a Hospital’s Reputation and Review Management Software

Compliance and data protection are non-negotiable in the healthcare sector. Any software handling patient information must meet strict security standards.

HIPAA Compliance

The software must comply with HIPAA regulations, ensuring all review data containing Protected Health Information (PHI) is handled securely, protecting patient privacy and meeting federal healthcare data protection standards.

Secure Messaging and Encryption

All communications, including review requests and internal alerts, must be encrypted both in transit and at rest to safeguard sensitive data against breaches and unauthorized access throughout the system.

Role-Based Permissions and Audit Logs

Access should be controlled via role-based permissions, while detailed audit logs track user actions, ensuring accountability and minimizing the risk of data misuse or unauthorized system access.

Data Privacy During EHR and CRM Integration

When integrated with EHRs or CRMs, the software must follow strict encryption protocols and privacy standards to protect patient data during syncing and prevent any unauthorized data exposure.

GDPR and Regional Laws

For multi-location hospitals, the software must support compliance with GDPR, CCPA, and other regional privacy laws, ensuring lawful processing of patient data across jurisdictions and regulatory environments.

Integrations Required for Hospital’s Reputation and Review Management Software

A strong integration ecosystem enhances the software’s capabilities and simplifies workflows.

• EHR/EMR Systems: Integrate with EHR/EMR systems to automatically sync patient visit data, enabling timely review or survey triggers post-appointment without manual effort, improving relevance and increasing patient response rates.
• CRM Platforms: Connect with CRM platforms to centralize patient profiles, coordinate outreach efforts, and personalize communication based on history, preferences, or past feedback, creating a more consistent and effective patient experience.
• Survey and Feedback Tools: Link with tools like Emitrr to design custom surveys, collect detailed patient feedback, and combine results into unified dashboards for comprehensive analysis and actionable insights.
• Scheduling Platforms: Integrate with appointment scheduling systems to automate outreach workflows triggered by status updates, such as completed, missed, or canceled appointments. This ensures feedback is collected at the most relevant time.
• VoIP and SMS Tools: Connect with VoIP or SMS platforms to deliver real-time review prompts, alerts, and updates directly to patients’ mobile devices, increasing engagement and ensuring timely communication.
• Bi-Directional Sync: Two-way data synchronization enables feedback responses to be recorded back into the system, allowing real-time action, automatic sentiment-based triggers, and continuous improvement in patient engagement and service quality.

How Reputation and Review Management Software Helps Hospitals

Healthcare reputation management software plays a crucial role in helping hospitals maintain a positive public image, improve patient satisfaction, and gain valuable insights to enhance healthcare delivery and operations.

Enhances Online Visibility and Ranking

Positive reviews elevate your hospital’s local SEO rankings, increasing visibility on Google and other platforms, and driving more patient inquiries through a better online reputation and higher search presence.

Builds Patient Trust

Responding to reviews publicly and transparently shows patients you care, reinforcing trust and credibility while influencing potential patients’ decisions through visible, real-world experiences shared by others.

Enables Real-Time Feedback Collection

Instant feedback alerts help hospitals quickly address concerns, resolve problems proactively, and prevent minor issues from escalating—ultimately improving patient satisfaction and operational efficiency.

Identifies Trends in Patient Experience

Analyzing recurring feedback patterns reveals pain points in care delivery, like long wait times or communication gaps, helping teams prioritize and act on specific improvements with data-driven insights.

Increases Positive Reviews, Reduces Negative Impact

Automated review requests prompt satisfied patients to leave reviews, while timely responses to negative ones reduce visibility and demonstrate responsiveness, minimizing damage to online reputation.

Streamlines Communication Between Departments

A unified dashboard gives marketing, operations, and clinical teams access to shared patient sentiment, enabling coordinated action and continuous improvement in care quality and patient experience.

How To Choose The Right Reputation and Review Management Software for Hospitals

Selecting the right best reputation management software ensures hospitals can boost online presence, maintain compliance, and act on real-time patient feedback effectively, without disrupting existing workflows or operations.

Define Specific Needs

Evaluate whether your hospital operates as a single facility or a multi-location network, then assess patient demographics and internal processes to choose a solution that aligns with your unique operational needs.

Evaluate Automation and Ease of Use

Prioritize platforms with user-friendly interfaces, minimal training requirements, and automated workflows for review collection and alerts. This will reduce dependency on IT teams and allow staff to focus on care.

Check Integration Support

Ensure the software integrates seamlessly with your EHR, CRM, scheduling, and communication platforms. This prevents data silos and supports timely, personalized patient engagement across touchpoints.

Analyze Reporting and Analytics

Look for dashboards that offer customizable filters by location, department, or physician. Data visualization and trend insights are essential for improving patient experience and operational performance.

Prioritize Healthcare-Specific Compliance

The platform should offer full HIPAA compliance, support for GDPR (if applicable), and maintain industry certifications, ensuring safe handling of protected health information (PHI) at all times.

Request Demo and Check References

Before purchasing, request a live demo and review client testimonials or case studies. Understand onboarding, customer support, and success stories to make an informed decision.

Top Reputation and Review Management Software for Hospitals

Here’s a list of notable solutions tailored for hospitals, with a brief overview:

1. Emitrr
2. Reputation.com
3. CERTIFY Health
4. Birdeye
5. SolutionReach
6. Podium
7. Doctible
8. Survicate
9. DocResponse
10. Zonka Feedback

1. Emitrr

Emitrr is a smart cloud communication platform designed specifically for healthcare providers to automate patient communication and engagement. It offers multi-channel messaging and integrates smoothly with EHR systems, helping hospitals manage their reputation efficiently.

Features:

• Multi-channel communication (SMS, voice calls, email, social media)
• Automated appointment reminders and follow-ups
• EHR integration for seamless data syncing
• HIPAA-compliant messaging
• Patient feedback and survey tools
• Multi-language support

Pros:

• Comprehensive communication channels
• Easy to set up and use
• Strong HIPAA compliance
• Reduces administrative workload

Cons:

• Some advanced features need configuration
• Limited customization on some workflows

Pricing:

• Standard Plan ($20/user/month): Includes 1,000 minutes, mobile app, call routing, queues, recording, and routing during business hours. It is best for teams needing essential call management without extra cost.
  
• The Professional Plan ($25/user/month) Adds IVR, call transcription, auto-text for missed calls, conference calling, and HIPAA compliance. It is ideal for businesses that need advanced tools for better service and secure communication.

Reviews: 4.7 out of 5 stars on G2

2. Reputation.com

Reputation.com is a robust platform that helps hospitals monitor, manage, and improve online patient reviews and satisfaction scores. It uses AI-powered insights and supports automated review generation and responses.

Features:

• Multi-platform review monitoring
• AI-driven sentiment analysis
• Automated review requests via SMS and email
• Direct review response management
• HIPAA-compliant workflows
• Detailed analytics and reporting

Pros:

• AI-powered feedback insights
• Centralized dashboard for all reviews
• Automated review generation and responses

Cons:

• Pricing may be high for smaller facilities
• Complex customization for beginners

Pricing:

• Custom pricing based on hospital size and specific needs. Plans are tailored to accommodate various healthcare organizations, offering flexible options depending on the scale and features required.

Reviews: 4.6 out of 5 stars on G2

3. CERTIFY Health

CERTIFY Health focuses on simplifying the review collection process for healthcare providers. It enables hospitals to gather and publish patient feedback easily while complying with privacy laws.

Features:

• Automated review requests post-visit
• Integration with major review sites (Google, Healthgrades)
• HIPAA-compliant response templates
• Real-time alerts for negative reviews
• A reporting dashboard to track patient satisfaction trends

Pros:

• Easy to automate review requests
• Strong focus on compliance
• User-friendly interface

Cons:

• Limited integrations beyond review sites
• May lack advanced analytics

Pricing:

• CERTIFY Health provides customized pricing based on your hospital’s unique requirements and size. By tailoring solutions to your specific patient management needs, they ensure that the platform scales efficiently and delivers maximum value.

Reviews: NA

4. Birdeye

Birdeye offers a comprehensive reputation management solution, helping hospitals collect patient reviews, monitor online reputation, and engage with patients through automated workflows.

Features:

• Multi-channel review solicitation (SMS, email, calls)
• Real-time review monitoring and alerts
• Customizable patient surveys
• Social media and website integration for publishing reviews
• HIPAA-compliant security features
• Automated communication workflows

Pros:

• Powerful automation features
• Strong integration capabilities
• Intuitive dashboard

Cons:

• Customer support can be slow during busy periods
• Advanced features may cost extra

Pricing:

Birdeye offers three pricing plans:

• Starter Plan (Custom pricing): Includes Reviews AI, Listings AI, and Messaging AI. Best for hospitals looking to improve their reputation and rank higher in local search.
• Growth Plan (Custom pricing): This plan adds social AI alongside Reviews, Listings, and Messaging AI. It is ideal for hospitals aiming to boost patient engagement and increase conversions.
• Dominate Plan (Custom pricing): Includes all features from Growth plus Chatbot AI. Designed for hospitals wanting to dominate their local healthcare market with comprehensive reputation and review management tools.

Reviews: 4.7 out of 5 stars on G2

5. SolutionReach

SolutionReach is designed to enhance patient communication and experience management with a strong focus on reputation and feedback collection for healthcare organizations.

Features:

• Automated review and survey requests
• Two-way texting and appointment reminders
• Reputation monitoring across major platforms
• HIPAA-compliant patient messaging
• Integrated patient communication and feedback tools
• Reporting and analytics

Pros:

• Extensive communication tools
• Strong HIPAA compliance
• Good for multi-location hospitals

Cons:

• Learning curve for new users
• Pricing can be high for small hospitals

Pricing:

SolutionReach offers three pricing plans:

• Essentials Plan (Custom pricing): This plan includes automated patient communication features such as two-way texting, appointment reminders, recall, and basic online patient scheduling. It is ideal for practices looking to reduce no-shows and improve patient experience.
• Plus Plan (Custom pricing): This plan adds advanced features, including online patient scheduler Pro, digital intake, patient surveys, batch messaging, reputation management, and outreach campaigns. It is best for growing practices focused on increasing appointment volume and patient engagement.
• Enterprise Plan (Custom pricing): Designed for large organizations (50+ locations) needing scalable technology to drive revenue growth and organization-wide efficiency. Contact Solutionreach for details.

Reviews: 4.3 out of 5 stars on G2

6. Podium

Podium streamlines reputation management by automating patient review requests and providing a centralized communication platform for healthcare providers.

Features:

• Automated SMS-based review invitations
• Centralized inbox for patient messages and reviews
• Multi-location reputation management
• Integration with Google, Facebook, and other platforms
• HIPAA-compliant communication features
• Analytics dashboard for review tracking

Pros:

• Easy-to-use SMS review requests
• Strong multi-location support
• Real-time communication platform

Cons:

• Pricing is not transparent upfront
• Some advanced features are limited to higher-tier plans

Pricing:

There are three Podium pricing plans available:

• Standard Plan (Custom pricing): This plan includes core messaging, review generation, and interaction tools designed to improve customer engagement and streamline communication. It is ideal for small—to medium-sized practices that focus on patient interactions and feedback collection.
• Professional Plan (Custom pricing): Adds advanced features like multi-location management, enhanced analytics, and integrations with practice management systems. Best for growing healthcare organizations seeking to scale patient communication and reputation management.
• Enterprise Plan (Custom pricing): Tailored solutions for large healthcare systems requiring comprehensive tools for patient engagement, review management, and operational efficiency. Contact Podium for detailed pricing and package options.

Reviews: 4.6 out of 5 stars on G2

7. Doctible

Doctible focuses on healthcare reputation management and patient engagement through automated review requests and feedback collection tools designed for hospitals and clinics.

Features:

• Automated review generation via SMS and email
• Patient experience surveys and NPS tracking
• HIPAA-compliant messaging and response templates
• Integration with major EHR and practice management systems
• Central dashboard for managing reviews and responses

Pros:

• Tailored specifically for healthcare
• Easy integration with existing hospital systems
• Comprehensive reporting and analytics

Cons:

• Some features require higher-tier plans
• The interface can be less intuitive initially

Pricing:

Doctible offers three pricing plans:

• Gold Plan ($199/month): Essential patient engagement solutions including texting, patient reminders, recall, email, and reputation management. Billed monthly with an annual agreement.
• Gold Plus Plan ($299/month): Adds online appointment requests, digital forms, voice reminders, and an automated waitlist for a more comprehensive patient engagement experience. Billed monthly with an annual agreement.
• Platinum Plan: Custom pricing tailored to your unique needs, including optimized website and website chat functionality to maximize patient acquisition. Contact Doctible for personalized pricing and details.

Reviews: 4.5 out of 5 stars on G2 

8. Survicate

Survicate is a feedback and survey tool that hospitals can use to collect patient reviews and improve their reputation with customizable surveys and automated feedback collection.

Features:

• Customizable patient surveys and NPS tracking
• Multi-channel survey delivery (email, SMS, website)
• Integration with CRM and EHR systems
• Real-time feedback analytics
• Automated triggers based on the patient journey

Pros:

• Flexible and customizable surveys
• Strong integration options
• Detailed analytics and reporting

Cons:

• Focuses more on surveys than full review management
• May need integration with other tools for full reputation management

Pricing:

Survicate offers three pricing plans:

• Free Plan (€0/month): Includes 25 responses per month, email/link/web feedback collection, AI or template-based surveys, survey logic display, CX metrics, analytics, and over-time reports. It also comes with 10+ integrations (e.g., HubSpot, Klaviyo, Intercom) and full data security (GDPR, ISO 27001, 2FA, Google SSO).
• Starter Plan (€79/month): Includes 100 responses per month (with €0.79 per extra response), 2 active surveys, unlimited responses, professional branding, AI survey categorization, survey-level analytics, exportable reports, and fast human support.
• Growth Plan (€49/month): This plan includes everything from Starter plus unlimited active surveys, recurring surveys, feedback buttons, multilingual surveys, advanced targeting and retargeting, AI sentiment analysis, Insights Hub, personalized dashboards, and 10 user seats with role management. 

Reviews: 4.6 out of 5 stars on G2

9. DocResponse

DocResponse offers reputation management and patient engagement tools focusing on automating review generation and monitoring to improve hospital online presence.

Features:

• Automated post-visit review requests
• Multi-platform review monitoring
• HIPAA-compliant messaging and response templates
• Centralized dashboard for multiple locations
• Sentiment analysis to track patient feedback trends

Pros:

• Easy review automation
• Strong HIPAA compliance
• User-friendly interface

Cons:

• Limited customization options
• Smaller market presence compared to competitors

Pricing:

• Available on request

Reviews: Not available 

10. Zonka Feedback

Zonka Feedback is a patient feedback and reputation management tool designed to help hospitals collect real-time reviews and surveys across multiple platforms.

Features:

• Multi-channel feedback collection (SMS, email, kiosk, web)
• Customizable surveys and NPS tracking
• Real-time alerts and notifications for negative feedback
• Integration with CRM, EHR, and helpdesk tools
• HIPAA-compliant data management
• Reporting and analytics dashboard

Pros:

• Versatile feedback collection methods
• Easy-to-use interface
• Strong integration capabilities

Cons:

• Some features require higher-tier plans
• Customer support can be improved

Pricing:

Zonka Feedback offers three pricing plans:

• Free Plan (€0/month): This plan includes 50 responses per month, 1 user, 3 active surveys with 10 questions each, survey branding, AI survey creation, NPS/CSAT/CES metrics, partial response capture, and basic analytics. It is best for individuals starting out with feedback collection.
• Starter Plan (€49/month): Includes 250 responses per month, 3 users, survey branding removal, multi-lingual surveys, AI sentiment analysis, CX workflow automation, contact attributes, survey targeting, scheduled reports, 20+ integrations (HubSpot, Intercom, Zendesk), and 1000+ via Zapier. Ideal for small teams needing structured feedback.
• Growth Plan (€199/month): Includes 1000 monthly responses, 5 users, a white-label domain/email, advanced AI sentiment and upcoming AI themes, survey throttling, advanced workflow automation, a response inbox, trends and AI reports, dynamic user segments, and Salesforce and Location add-ons. This plan is best for growing businesses that need advanced automation and analytics.
• Enterprise Plan (Custom Pricing): Custom pricing)Limits and user seats, advanced AI features (hierarchical themes, entity recognition), SSO, custom roles, case management, Salesforce/MS Dynamics integration, webhooks, historical data import, dedicated success manager, HIPAA compliance, NDA. Designed for large organizations needing full CX transformation.

Reviews: 4.6 out of 5 stars on G2

Why Emitrr Is the Best Reputation and Review Management Software for Hospitals?

Emitrr has emerged as the top choice for hospitals seeking a healthcare-specific platform that’s practical, scalable, and built to streamline review management, automate surveys, and improve patient communication across touchpoints.

Built for Healthcare Teams

Emitrr is purpose-built for small and mid-sized hospitals. It offers tools that improve operational efficiency, streamline patient communication, and enhance satisfaction without overwhelming internal staff or requiring technical expertise.

Seamless EHR/CRM Integrations

Emitrr integrates with popular EHR and CRM systems, enabling automatic review requests, survey triggers, and follow-ups based on real-time patient activities. This eliminates manual processes and improves responsiveness.

Automated Review and Survey Triggers

Whether it’s a completed appointment, a missed call, or a follow-up need, Emitrr sends timely review requests or surveys automatically via SMS or email, ensuring consistency and better engagement.

Multi-Platform Monitoring

Hospitals can monitor and respond to patient reviews from platforms like Google, Facebook, Healthgrades, and Zocdoc through a single dashboard, simplifying workflows and reducing missed feedback.

HIPAA-Compliant and User-Friendly

Emitrr ensures HIPAA compliance while maintaining an intuitive interface. It allows clinical, administrative, and marketing teams to collaborate effectively with minimal training and without compromising patient data security.

Success Stories of Hospitals using Emitrr

Citryn Marketing, a California-based digital marketing and web development agency, wanted to support healthcare clients beyond marketing. They wanted to help with patient engagement, review generation, and retention.

However, their existing platform had limited features, a flat pricing model, and low margins, making it tough to scale or upsell.

Solution:

Citryn adopted Emitrr Interactions, a HIPAA-compliant platform offering webchat-to-text, missed call texting, review automation, recalls, reminders, and real-time patient communication—fully integrated with EHRs and existing tools.

Results:

• 200% increase in reviews
• 1,500+ new reviews in 10 months
•  2,000+ leads via webchat
•  90% drop in no-shows and cancellations
•  3-minute average response time
•  50,000+ text conversations and 4,000+ voicemails answered
• 30+ client locations onboarded within 8 months

Emitrr helped Citryn scale high-touch patient engagement while boosting client satisfaction, retention, and online visibility.

Read the full success story here.

FAQs

Conclusion

A hospital’s reputation isn’t just built in the operating room—it’s built online every day through patient feedback, reviews, and responses. In a competitive healthcare market, a Hospital’s Reputation and Review Management Software is no longer optional. It’s essential.

Emitrr stands out by offering a focused, healthcare-specific, and easy-to-use platform that helps hospitals boost visibility, build trust, and improve the overall patient experience. With seamless integrations, strong automation, and HIPAA compliance, Emitrr ensures that every review becomes an opportunity for growth.

Schedule your free Emitrr demo today and take control of your hospital’s reputation.