- Local Listings
- Local Reviews
Tidewater Physicians Multispecialty Group (TPMG) was formed in 1992 with four primary care medical groups in Newport News, Hampton, and Yorktown, Virginia. Today, TPMG includes over 220 primary care, specialty physicians, and advanced practice clinicians who provide care to patients throughout southeastern Virginia. Their mission is to provide superior healthcare that is responsible, physician-directed, and dedicated to keeping their patient’s best interests foremost.
TPMG’s team of expert physicians, nurse practitioners, physician assistants, nurses, medical assistants, diagnostic staff, and non-clinical staff all work together to provide consistent, compassionate, high-quality medical care. They pride themselves on being patient-friendly and dedicated to helping patients maintain optimal health.
The managers and marketing staff at TPMG faced several critical listings and reputation management challenges that led to our partnership:
Managing online communications at scale
TPMG’s biggest challenge was finding online reputation management tools that allowed the company to monitor and respond to all patients in one place. TPMG operates over 75 offices with 220 healthcare providers throughout southeastern Virginia, so having one tool to manage its reputation management was crucial to responding to every patient need online.
TPMG also recognized the value in analyzing the data aggregated in digital surveys and reviews, as well as the ability to benchmark statistics to demonstrate growth and evaluate against competitor performance.
However, the sheer number of online review sites makes it virtually impossible to effectively harness and analyze all available intelligence as well as consistently respond to all user input, both positive and negative. To systematically manage patient feedback, proactively react to market trends and boost its brand reputation, TPMG needed a single, centralized data capture and analysis solution.
A massive volume of service provider-specific listings and reviews under one brand
TPMG had difficulty in scaling updates to their Google Business Profile and other directory listings while keeping in time with multiple changes in operating hours, staffing and other elements that would affect those listings.
The breadth of online directories made it virtually impossible to effectively maintain their listings and consistently respond to all user input, both positive and negative. TPMG needed one platform that would allow them to more effectively and efficiently manage listings and customer feedback.
Competing local listings under the same brand eroding search engine trust
Several physicians under TPMG’s umbrella occupied the same physical address while maintaining separate offices, so their listings were flagged as duplicates or listed incorrectly.
Additionally, TPMG understood that, despite receiving recognition regionally, the communities they were located in were often being dominated by competitors. TPMG’s online presence and local SEO strategy needed to be overhauled to increase community engagement and address local concerns.
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