Standards
Our standards
These are the rules we work by, for our own marketing and for every client: one review request for every patient, patient content only with written authorization, claims your clinicians can substantiate, no search spam, and no patient information on our side.
Reviews
- Every patient gets the same review request, whatever their experience. Service recovery happens separately.
- No rewards, refunds or support tied to a review, and no filtering unhappy patients away from review sites.
- We never write, buy or edit reviews, and staff don't review their own practice.
- Replies to reviews never confirm that someone is a patient or mention their care.
Why: Google's review policies and the FTC's rule on consumer reviews and testimonials. The FTC's Endorsement Guides also note that agencies and reputation firms can be liable for deceptive reviews and endorsements they help create, so these rules bind us as much as our clients. More detail in our guide to review rules.
Patient content and UGC
- Patients appear only with written HIPAA authorization, collected and kept by the practice.
- Anything of value a patient or creator received is disclosed clearly in the content itself.
- Testimonials describe experiences. They are never presented as proof of results.
- No stock images or AI-generated people presented as real patients or staff.
Why: 45 CFR 164.508 and the FTC Endorsement Guides. See patient UGC consent and HIPAA basics.
Health claims
- Health claims need competent and reliable scientific evidence, and your clinicians approve them.
- Compounded medications are never described as FDA-approved or the same as brand-name drugs.
- No guarantees, no 'miracle' language and no before-and-after images presented as typical.
Why: the FTC Health Products Compliance Guidance and FDA guidance on promoting compounded drugs.
Search
- No bought links, link schemes, doorway pages or city-swap pages.
- No content mass-produced mainly to rank, whoever or whatever writes it.
- Structured data describes only what visitors can see on the page.
- We never show search engines something different from what people see.
AI visibility
- We never guarantee an AI mention or recommendation.
- We report mentions, citations, recommendations and accuracy separately, with dates, never as one score.
- We don't publish content designed to mislead AI systems about you or anyone else.
Data and privacy
- We work with business information only and never ask for patient records.
- If a project ever required us to handle protected health information, a business associate agreement would be signed first.
- Access to your accounts is by named user, never a shared password.
Competitors
We don't name, attack or make comparisons with other practices or agencies in anything we publish, and we don't ask clients to.
Sources
- Google Maps user-contributed content policy
- FTC Trade Regulation Rule on the Use of Consumer Reviews and Testimonials, 16 CFR Part 465 (eCFR)
- FTC Endorsement Guides, 16 CFR Part 255 (eCFR)
- 45 CFR 164.508 (eCFR)
- FTC: Health Products Compliance Guidance
- FDA: Telehealth companies: what to know when promoting compounded drugs
- Google Search Central: Spam policies for Google web search
- Google Search Central: General structured data guidelines