The Situation
A pan-India eye hospital network had strong clinical operations but a weak digital reputation. Despite operating across multiple locations, the network had only 3,300 Google reviews, limiting online credibility, discoverability, and patient trust.
There was no structured review collection process, no staff ownership, and inconsistent follow-up across centres.
Our Approach
Built a centralised digital review system across all locations
Introduced staff incentives to drive consistent participation
Deployed QR-based review collection, managed by a dedicated team
Standardised review workflows to ensure scale and consistency
The focus was on systematic review generation, not ad-hoc requests.
How did review volume scale so rapidly?
By implementing a structured digital system supported by QR codes, incentives, and a dedicated execution team.
Did incentives affect review authenticity?
No. Incentives encouraged participation, while reviews remained patient-driven and voluntary.
Is this model scalable for large hospital networks?
Yes. The system is designed to scale across regions while maintaining consistency and quality.
The Results
Google Reviews Growth
Increased from 3,300 to 55,000+ reviews
Network-Wide Adoption
Uniform review collection across centres
Brand Credibility
Stronger digital trust and local visibility
Long-Term Impact
Sustainable reputation system embedded into daily operations
Guide the Process and Solve Problems
A weekly, executive-level decision mechanism to guide the process and solve problems as they arise.
“We wouldn’t have gotten to where we are today without Finovate. The Finovate spent time with us to better understand our processes and where our bottlenecks were.”
