Build trust
Care Home Reputation Management
Families read your reviews before they read your website, and they read them differently from how they read a restaurant's. They are looking for patterns — does the same complaint appear repeatedly, does anyone respond, and what does the tone of the responses suggest about how this home handles being criticised.
Get My Free AuditSilence is the real risk
Most care homes have far fewer reviews than the quality of their care warrants, because nobody has ever systematically asked. A home with eleven reviews looks less established than a mediocre competitor with ninety.
And when a difficult review does arrive, the instinct is either to ignore it or to reply defensively. Both are read badly by the families who come afterwards.
A steady flow of genuine reviews, and a calm reply to every one, is quietly one of the highest-return activities available to a care home.
What's included
How we approach reputation management
A compliant review generation process
The right moments to ask, wording that invites honesty, and a process your team can actually sustain without it feeling like pressure.
Drafted responses to every review
Written for the next family reading it, not for the reviewer. Warm, specific, never disclosing anything about a resident.
Monitoring across platforms
Google, carehome.co.uk, Facebook and the review sites specific to the sector, so nothing sits unanswered for weeks.
Escalation protocol
A clear route for reviews that raise a safeguarding or regulatory concern, so those go to your quality team immediately rather than being handled as a marketing matter.
Surfacing reviews on your site
Bringing genuine reviews onto the pages where families are deciding, with the structured data that lets them show in search results.
Where we stop
Why this matters specifically in care
We will not write fake reviews, incentivise positive ones, suppress genuine criticism, or help present a home as something it is not. Beyond being against platform rules and the CMA guidance, in this sector it is a straightforward safeguarding problem: families make placement decisions for vulnerable people based on what they read. If a review reveals a genuine care issue, the answer is to fix the care.
Straight answers
Reputation Management — frequently asked questions
How many reviews should we be aiming for?
More useful than a target number is a steady rate — a small, consistent flow signals an active, confident home far better than fifty reviews all dated the same fortnight two years ago, which looks exactly like what it usually is.
Who writes the responses — us or you?
We draft, you approve. You know the resident and the circumstances; we know how the reply will read to a stranger. Anything touching a clinical or safeguarding matter always goes through your team before it is published.
Can you help after a poor CQC inspection?
Yes, though honestly. The right approach after a difficult rating is transparency about what is being done, not distraction. Families are more forgiving of a problem being addressed openly than of one they discover you concealed.
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