ReputationShield · Managed reputation for healthcare businesses
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The productised version of ICG's healthcare reputation practice — four tiers, one price sheet, one contract, one dashboard. Google reviews, negative-review response, Reddit and YouTube monitoring, and Google Maps crisis response, run inside NMC Section 6, ASCI Chapter III, ARC 2021 and DPDP 2023. 143 healthcare Google Business Profiles under management. 4.76-star portfolio average. Zero suspensions since 2018.
What is ReputationShield, and why did we productise a service most agencies bill by the hour?
ReputationShield is a subscription. Four tiers, one price sheet, one contract, one dashboard, one dedicated point of contact. It covers everything a healthcare business needs to keep its Google reviews clean, its negative reviews answered inside 24 hours, its Reddit and YouTube mentions monitored, and its Google Business Profile defended against review-bombs and coordinated defamation clusters. We productised it because the standard ORM engagement in India sells hours — "we will spend 20 hours a month on your reputation" — which is the least useful unit of value a doctor can buy. Doctors do not want hours; they want to know their star rating is protected, their responses are compliant, and someone is watching Reddit at 2am when a viral thread starts moving. Published pricing removes the negotiation tax. Fixed scope removes the scope creep. The 90-day minimum matches how reputation actually compounds — not weekly, not fortnightly, quarterly. Starter is ₹9,999 per month. Growth is ₹34,999 per month. Scale is ₹99,999 per month. Enterprise is ₹2,00,000 or more per month depending on portfolio size. A one-time Crisis Engagement is ₹1,50,000 for 30 days of intensive response. All prices are inclusive of GST at 18 per cent and are fixed for the length of the contract.
Four pillars, one subscription. Everything a healthcare reputation actually needs.
Most agencies pitch one of these four pillars and sell it as "reputation management". A serious healthcare reputation practice needs all four working together — otherwise a clean Google profile gets undone by a Reddit thread nobody was watching, or a beautiful review workflow gets suspended because nobody was watching the Google Business Profile.
Pillar 1 · Google Reviews Management
Trigger review requests at the right service moment. Neutral, unincentivised copy. Auto-response templates for 4- and 5-star reviews. Hand-crafted response for 1-, 2- and 3-star. Weekly velocity monitoring. Portfolio benchmarking against local competitors.
Pillar 2 · Negative Review Response
NMC-clean, DPDP-clean, ASCI-clean response frames refined across 5,200-plus negative reviews. No patient identifier ever appears. No cure or superiority claim ever appears. Legal threats never appear in public. Flagging attempt filed within 24 hours where the review violates Google policy.
Pillar 3 · Reddit & YouTube Monitoring
Scale tier only. Daily sweep of r/india, r/AskDocs, r/IndiaSpeaks, city subs, specialty subs, plus YouTube comment sections on relevant videos. Disclosed engagement where sub rules allow. Competing-content SEO where they do not. Includes health forums and Google-indexed Quora threads.
Pillar 4 · GBP Crisis Response
Review-bomb detection inside 6 hours. Coordinated defamation cluster response. Google Business Profile suspension appeal. Brand-SERP takeover plan. Media incident containment. Runs as-needed inside Scale, on retainer inside Enterprise, and as a standalone 30-day Crisis Engagement.
Four tiers. Pick the one that matches your reputation surface.
All tiers include portfolio dashboard, monthly reporting, contract-length price lock, and a 90-day minimum commitment because reputation change compounds quarter-to-quarter, not week-to-week. Six-month prepay unlocks 8 per cent discount, annual prepay unlocks 15 per cent.
Single Google Business Profile. Automated monitoring, template responses, monthly report. Best for a solo practitioner starting reputation discipline.
- 1 Google Business Profile
- Review monitoring · daily sweep
- Auto-response templates (4- & 5-star)
- Manual response queue for negative reviews (48-hour SLA)
- Monthly reputation report
- NMC-clean response library
- Email support
Hand-crafted responses, crisis playbook, monthly strategy call. The tier where 60 per cent of ICG clients land — enough surface to matter, not so much that Scale is required.
- Up to 3 Google Business Profiles
- Hand-crafted response for every negative review (24-hour SLA)
- Auto-response templates for positive reviews
- Review flagging & removal attempts
- Documented crisis playbook
- Monthly strategy call (60 min)
- GBP suspension reinstatement (included)
- Brand-SERP quarterly audit
- WhatsApp / email support
Everything in Growth plus Reddit, YouTube and forum monitoring, a dedicated reputation manager, and PR-response coordination. Built for chains, hospitals and specialists with cross-platform reputation surface.
- Up to 10 Google Business Profiles
- Everything in Growth
- Reddit monitoring & response (r/india, city subs, specialty subs)
- YouTube comment layer
- Health-forum & Quora monitoring
- Dedicated reputation manager
- PR & media response coordination
- Fortnightly strategy call
- Brand-SERP monthly audit + rank shaping
- Priority WhatsApp support (business hours)
Custom scope. Portfolio-wide reputation oversight, incident-response retainer, executive brand-SERP shaping, UCPMP-clean pharma monitoring. Priced by listing count, review volume and monitoring surface.
- Unlimited Google Business Profiles
- Everything in Scale
- Dedicated 2-person reputation pod
- Adverse-event coverage monitoring
- Executive LinkedIn brand shaping
- Multi-language response (Hindi, Marathi, Bengali, Tamil, Telugu, Kannada)
- Pharma UCPMP 2024-clean monitoring
- 24×7 incident-response line
- Quarterly board-ready reputation report
- SLA-backed contract (99% response coverage)
₹1,50,000 · 30-day intensive response
Triggered by a review-bomb (5+ one-star reviews inside 48 hours from suspicious accounts), a viral social post, a media incident, or a coordinated defamation cluster. Day one: audit and evidence assembly. Days two to five: flagging campaign, response layer, authentic-review seeding, brand-SERP takeover plan. Days six to fifteen: Reddit, YouTube and forum containment. Days sixteen to thirty: recovery reporting, GBP appeal follow-through, dedicated crisis manager on standby. Rolls forward into Scale or Enterprise if the practice continues on subscription. One-time fee, no ongoing commitment required.
Tier-by-tier detail. What is included, and where the line moves.
| Capability | Starter | Growth | Scale | Enterprise |
|---|---|---|---|---|
| Google Business Profiles included | 1 | Up to 3 | Up to 10 | Unlimited |
| Review monitoring frequency | Daily | Daily | Hourly | Real-time |
| Positive review response | Auto-template | Auto-template | Auto-template | Personalised |
| Negative review response SLA | 48 hours | 24 hours | 12 hours | 4 hours |
| Review flagging / removal attempts | — | ✓ | ✓ | ✓ |
| GBP suspension reinstatement | Not included | Included | Included | Included · SLA |
| Reddit & forum monitoring | — | — | ✓ | ✓ · Multi-language |
| YouTube comment layer | — | — | ✓ | ✓ · Doctor-approved templates |
| Dedicated reputation manager | — | — | 1 manager | 2-person pod |
| Crisis playbook (documented) | — | ✓ | ✓ | ✓ · Rehearsed quarterly |
| PR & media coordination | — | — | ✓ | ✓ · Dedicated retainer |
| Brand-SERP audit | Quarterly | Quarterly | Monthly | Monthly + shaping |
| Strategy call frequency | Ad-hoc | Monthly · 60 min | Fortnightly · 45 min | Weekly · 30 min |
| Adverse-event coverage monitoring | — | — | — | ✓ |
| Support channel | WhatsApp + email | Priority WhatsApp | 24×7 incident line | |
| Contract minimum | 90 days | 90 days | 90 days | 12 months |
| Monthly fee (GST included) | ₹9,999 | ₹34,999 | ₹99,999 | ₹2,00,000+ |
How it works. Four steps from contract to live monitoring.
Discovery call · 45 min
A Co-Founder or Head of Reputation walks through your current listings, brand-SERP, review velocity and any active crisis. Free. No obligation. Tier recommendation at the end of the call.
Contract + access · 48 hours
One-page contract signed digitally. GBP Manager access provisioned. Monitoring stack deployed. Response library loaded with your specialty, tone and doctor names. Dashboard credentials issued.
First 30-day baseline
We answer the negative backlog, flag policy-violating reviews, seed authentic new reviews at the correct service moments, and map your brand-SERP. Baseline report delivered on day 30 — six numbers, one recommendation.
Steady state · monthly rhythm
Monthly report, strategy call at the tier cadence, ongoing response coverage, and crisis-ready escalation. Rating movement inside 60 days. Brand-SERP shift inside 120 days.
Every response, every review request, every Reddit reply runs inside the rules that govern Indian healthcare marketing.
This is the part most agencies get wrong. Not maliciously — just because they do not know. ICG has been the healthcare compliance authority for reputation work since 2018, which is why 143 managed listings carry zero suspensions.
NMC Code of Ethics Section 6
No solicited testimonials that imply cure, superiority or endorsement. No before/after in review requests. No incentivisation. Every request we trigger uses neutral copy: "If you found the service helpful, please leave an honest review."
DPDP Act 2023
No patient identifier — name, procedure, date, clinical detail — appears in any public response. Ever. This is why our response library has 400+ NMC-clean frames — so we never need to reference specifics to answer well.
ASCI Chapter III
Cosmetic and aesthetic claims are restricted. "Best derm in Delhi" cannot appear in review response wording. Superlative language routed out at the template level for aesthetic and dermatology clients.
ARC 2021 (IVF)
Success-rate claims are restricted for ART clinics. Review responses cannot cite live-birth rates, cycle counts or pregnancy outcomes. Separate response library for IVF and ART clients with ARC-clean phrasing.
DCI Regulation 3.6.1
Dental Council of India rules on advertising testimonials. Applies to dental clients. Response library carries a DCI-clean variant that avoids solicited-comparison phrasing.
UCPMP 2024 (Pharma)
Pharma and OTC brands cannot make promotional claims in public responses. No patient testimonials, no efficacy language. Enterprise-tier pharma monitoring runs a separate UCPMP-clean template set.
The four numbers that decide whether a reputation agency is worth its retainer.
Healthcare GBPs currently under management on the Angryturtle workflow.
Portfolio-wide average rating across all managed listings.
Suspensions across the entire portfolio since 2018.
Genuine, unincentivised patient reviews on the managed portfolio.
Who ReputationShield is for — and who it is not for.
ReputationShield fits
- Solo doctors with a public reputation to protect and a low-double-digit review count that needs discipline.
- Clinics running 3–5-star drift because responses are inconsistent or absent.
- Hospital chains with 6+ listings where nobody owns cross-location reputation oversight.
- Practices that just got hit by a review-bomb, a viral thread or a media incident.
- IVF, aesthetic, dermatology and dental practices where compliance is the gating constraint.
- Pharma brands that need UCPMP-clean forum and Reddit monitoring.
ReputationShield does not fit
- Buyers who want fake reviews bought at scale — we will not do it, ever, at any price.
- Buyers who want negative reviewers named, threatened or defamed in public responses.
- Businesses outside healthcare — the compliance layer we run is over-specified for a restaurant, real-estate broker or fitness studio.
- Buyers who want a one-week trial. Reputation compounds quarterly; 90-day minimum is non-negotiable.
- Practices that will not give GBP Manager access — we cannot manage a listing we cannot log into.
ReputationShield · pricing and scope FAQ.
What is ReputationShield and how is it different from a generic ORM retainer?
ReputationShield is ICG's productised healthcare reputation subscription. It bundles Google Business Profile review management, negative-review response, Reddit and YouTube monitoring, and Google Maps crisis response into four fixed monthly tiers with published pricing. A generic ORM retainer sells hours; ReputationShield sells outcomes with a compliance floor built for NMC Section 6, ASCI Chapter III, ARC 2021 and DPDP 2023.
How much does ReputationShield cost per month?
Starter is ₹9,999. Growth is ₹34,999. Scale is ₹99,999. Enterprise is ₹2,00,000 or higher depending on portfolio size. A one-time Crisis Engagement is ₹1,50,000 for 30 days of intensive response. All prices are inclusive of GST at 18 per cent and fixed for the length of the contract.
Can ICG guarantee removal of fake or defamatory Google reviews?
No agency in India can guarantee review removal — Google is the arbiter and the flagging process is not deterministic. What ReputationShield does guarantee is a documented removal attempt within 24 hours of a flagged review, following Google's Business Redressal Complaint Form with device-fingerprint evidence, contradicting-review timestamps and (where available) written patient records. Historical success rate on genuinely policy-violating reviews across our managed portfolio sits between 55 and 70 per cent.
Is soliciting Google reviews from patients allowed under NMC?
Neutral solicitation is allowed; incentivised or scripted solicitation is not. NMC Code of Ethics Section 6 prohibits testimonials that imply cure, superiority or endorsement, and Google's own review policy prohibits paid or incentivised reviews. ReputationShield triggers a review request only after a genuine service moment (discharge, follow-up, closure) with plain unincentivised copy — the reason our 143-listing portfolio carries zero suspensions since 2018.
What does ReputationShield do about Reddit and YouTube reputation?
The Scale tier monitors r/india, r/AskDocs, r/IndiaSpeaks, city subreddits and specialty communities plus YouTube comment sections on relevant videos. Where a sub allows disclosed engagement we respond as the practice; where it does not, we build competing authority content — long-form articles, doctor interviews, patient-education explainers — that outranks the negative thread inside Google's core web results.
Does ReputationShield handle Google Business Profile suspensions?
Reinstatement is included in Growth, Scale and Enterprise tiers. The process requires NMC registration proof, clinic premises evidence and a written appeal. We assemble the pack, file it, and follow through until the listing returns. Portfolio average reinstatement time for inherited suspended profiles at onboarding is 11 days.
How is a negative review response written under NMC and DPDP?
No patient identifier — name, procedure, date or clinical detail — can appear, because DPDP 2023 treats it as personal data disclosure without consent. No claim, defence or counter-claim that contradicts NMC Section 6 can appear. Legal threats are moved to private channels. ReputationShield uses a library of NMC-clean response frames refined across 5,200-plus negative reviews handled since 2018.
What happens in a Crisis Engagement?
A Crisis Engagement is a 30-day intensive triggered by a review-bomb, viral social post, media incident or coordinated defamation cluster. Day one: audit and evidence assembly. Days two to five: flagging campaign, response layer, authentic-review seeding, brand-SERP takeover plan. Days six to fifteen: Reddit, YouTube and forum containment. Days sixteen to thirty: recovery reporting, GBP appeal follow-through, dedicated crisis manager on standby. Fee ₹1,50,000. Rolls into Scale or Enterprise if the practice continues.
Which specialties does ReputationShield work best for?
Every clinical vertical, with special tuning for IVF (ARC 2021 restrictions), aesthetics and dermatology (ASCI Chapter III cosmetic-claim restrictions), dentistry (DCI Regulation 3.6.1), and pharma / OTC (UCPMP 2024). Hospital-chain portfolios get multi-location routing per department. Doctor personal brands get individual-listing plus LinkedIn signal shaping.
How quickly can ReputationShield start?
Starter and Growth activate within 72 hours of contract sign — GBP access verification, monitoring stack deployment, first response window opened. Scale takes 5 to 7 working days because it involves platform onboarding for Reddit, YouTube and forum monitoring plus a dedicated reputation manager assignment. Crisis Engagement is live within 24 hours of the deposit clearing.
Is ReputationShield billed monthly or annually?
Monthly by default, with a 90-day minimum commitment because reputation change compounds over quarters, not weeks. Six-month prepay unlocks 8 per cent discount, annual prepay unlocks 15 per cent. Enterprise contracts are usually 12-month. Crisis Engagement is a single one-time fee and does not create a subscription.
How do you measure whether ReputationShield is working?
Six numbers, reported monthly. GBP star rating (30-day moving average). Review volume (genuine, unincentivised). Response coverage (percentage responded within 24 hours). Brand-SERP first-page composition (how many of the top 10 results are positive, neutral or negative). Reddit / YouTube sentiment (Scale tier). And review-flagging success rate. A green quarter is a rating improvement or hold, 100 per cent response coverage, and brand-SERP first page at least 8 out of 10 positive or neutral.
The 8 reference articles that back up how ReputationShield works.
Pick a tier. Sign one page. Live inside 72 hours.
The Discovery call is 45 minutes with a Co-Founder or the Head of Reputation, free of charge, no obligation. You leave the call with a tier recommendation, a baseline reputation audit, and a written scope you can compare against anything else in the market.
