IN THIS ARTICLE

• Key Features
  • Instant Rating Notifications
  • 7-Day Rating Previews
  • Rating Response Coaching
• How It Works

Our Rating Concierge service is your key to monitoring your reputation without having to regularly check-in on your RateMDs profile. It’s designed to give you and your team peace of mind, by providing real-time notifications, expedited access to our validation team, and personalized support to manage patient feedback before its publicly visible on your profile. 

Key Features

Instant Rating Notifications

Be immediately alerted to the inbox of your choice when a new rating is submitted on your profile, allowing you to stay up-to-date on patient sentiment

7-Day Rating Previews

After being instantly notified, you and your team get a three day window to preview ratings privately, before they're posted to your public profile. Use this time to resolve with the patient, escalate to our Validation Team or respond.

Rating Response Coaching

Your Rating Response Coach will work with your team to navigate the process. They'll help you understand your options, coach you through the rating appeal process if you can't resolve feedback offline or help you respond in a way that matches the tone of your clinic. Your dedicated coach gives your team the guidance to turn feedback into opportunities for growth.

How It Works

Our Rating Concierge service leverages its key features to drive awareness of patient feedback, and convenience for your practice. The result is piece-of-mind that your team will be the first to know about new ratings and expert guidance from your Rating Coach to appropriately resolve or respond to your patients. 

Notifications

Ratings posted to RateMDs listings (ie. providers and locations) are visible to the public immediately after being vetted for family friendly language. Notifications introduce some costs to operating the platform, so only our customers are notified in realtime of new ratings. Below is a preview of what rating notifications look like with sample content.

Rating Preview Period (7 days)

When a rating that’s 3.5 stars or lower is submitted to your profile, you will receive a modified email notification that gives you the option to: 1) appeal the rating or 2) connect with the patient offline to resolve the negative feedback offline and ultimately retract the rating. If the rating has not been retracted or appealed with seven days, the rating will be published to your public profile. During this period, your Rating Response Coach will establish contact with your clinic and guide you through the process. 

Rating Appeals

To submit a Rating Appeal, click ”Contest rating” from the Modified Rating Notification that you were sent, or via the Ratings tab in your RateMDs account (as shown below).

To submit a Rating Appeal through your profile dashboard:

1. Login to RateMDs.
2. Click on “Ratings” from the left sidebar.
3. Find the newly submitted negative rating and click on the “Contest” button (as shown below).

The light grey text color indicates this rating is currently pending and not yet published on your profile.

Through either of the above options, you will be taken to the Rating Appeal page where you can:

1. Select a reason for your appeal
2. Provide additional information to your reasoning
3. Additional evidence to support your rating appeal
4. Click “Submit” when completed

Once you’ve submitted a Rating Appeal, our Rating Validation Team will review it to decide if the rating meets our Terms of Use. Any evidence you submit that may help address erroneous information in the rating, such as pricing, services offer, office infrastructure, etc., will be considered.

Do not submit protected health information (PHI) or Personally Identifiable Information (PII) as this will not be considered in the appeal process. Additional examples of PHI can be found here.

Rating Appeal Outcomes

Your appeal may have one of the following outcomes:

1. Accepted Appeals - The review is in violation of our Terms of Use and is permanently deleted.
2. Denied Appeals - The review does not violate our Terms of Use and will be published. You or your team has the opportunity to publish a response at the same time* as the rating or subsequently from your Doctor Dashboard. 

You can check the status of your Rating Appeal by visiting the “Ratings” tab of your account.

If your Rating Appeal has been accepted, you will receive the following email confirmation:

If your Rating Appeal is denied, your Rating Response Coach will reach out to you via email before the rating is posted to your public profile. They'll coordinate posting a response if your college/governing body allows you to do so. Finally, an confirmation email will be sent when the rating and optional response has been published.

You can also see from your dashboard that the Rating Appeal status has changed and the rating is now posted.

If you did not provide a response to be posted alongside the contested rating with our team via email, you can always go to the “Ratings” section of your dashboard and add a response at a later time.

Turnaround time 

Our Rating Validation Team may take up to three days to reach a decision on your Rating Appeal. If your Rating Appeal is to be rejected, our team will reach out to you via email and you will have up to four days to provide additional evidence to support your Appeal or your response to the rating.

Ready to enable Rating Concierge?

Review pricing options and upgrade your account by visiting your dashboard. Still got questions? Give us a call at 1-888-201-6521 or send us an email at [email protected] to learn more.