What is the Rating Concierge tool?

Modified on Wed, 13 Mar 2024 at 02:22 PM

Our Rating Concierge tool provides you the peace of mind that you will be the first to know when new ratings are posted and gives you the tools to proactively manage your online reputation, including negative reviews. Rating Concierge is included in Promoted and Promoted Plus plans and is automatically enabled.

 

Rating Concierge provides you with:

  • Instant email notifications of every new rating

  • Front-of-the-line access to our Rating Validation Team and rating appeal process

  • The ability to submit additional evidence to support your rating appeals


Rating Notification Emails


Ratings over 3.5 stars are published immediately on your profile after submission. You will receive an automated notification confirming the rating publication, as shown below.



When a rating that’s 3.5 stars or lower is submitted to your profile, you will receive a modified email notification. In this automated email, you have the option to appeal the rating within seven days and share your side of the story with our Rating Validation Team. The rating will be automatically published on your profile after seven days of submission if you take no action.


 

Submit a rating appeal


To submit a Rating Appeal, click ”Contest rating” from the rating notification email (as shown above) or you can do so from your profile dashboard. 

 

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 sumit protected health information (PHI) as this will not be considered in the appeal process. Additional examples of PHI can be found here.


Resolve or Respond Results


Your appeal may have one of the following results:

  1. Appeal Accepted - The review is in violation of our Terms of Use and is permanently deleted.

  2. Appeal Denied - 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 dashboard.


 

If your Rating Appeal has been accepted, you will receive an email notification confirming this.


 

If your Rating Appeal is to be rejected, our team will reach out to you via email before rating publication allowing you the opportunity to provide a response that will be posted alongside the rating. Or, if further evidence may be needed to support your Rating Appeal.

 

If your Rating Appeal was rejected, an automated confirmation email will also be sent to you notifying you that the rating 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.

 

 

Still have questions? Reach out to us via email through our contact us page or call us at 1-888-201-6521.

 

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