Potomac Urology

Potomac Urology is the leading urology treatment provider with multiple offices in Virginia. Combining expertise and innovation, their signature treatments include treatment for kidney stones, prostate cancer, erectile dysfunction, and minimally invasive surgery.

Potomac Urology, a trusted name in urological care, faced an unexpected challenger. Despite a reputation for exceptional patient care, their online presence was muted. A 4.3-star rating, while seemingly respectable, fell short of the expectation with the number of patients appearing. It’s found that 83% of patients require a minimum rating of 4 stars to even consider an online review, highlighting the importance of maintaining a very high average star rating, a 4+ is mandatory in this competition.

Potomac Urology's 1,057 reviews, distributed across 39 providers, were insufficient to attract patients. With many patients checking multiple review sites, Potomac Urology risked being overlooked due to its limited online presence. This was especially problematic given that 86% of patients consult at least two review sites when researching healthcare providers.

Potomac Urology knew it was time to elevate their digital presence from a mere whisper to a powerful proclamation of their expertise.

1. Simplified Review Management: Potomac Urology partnered with RepuGen to streamline their review management process. RepuGen's automated review management process enabled the practice to automatically send patient satisfaction surveys post-patient visits and gather more patient feedback. 
2. Balanced Online Reputation: With the help of review request campaigns, the practice asked happy patients to leave reviews across Google, WebMD, and other review sites.
3. Monitoring Reviews and Alerts: With timely alerts, the team was able to respond immediately to new reviews as they came in.
4. Improved patient satisfaction and loyalty: By leveraging RepuGen's service recovery feature to effectively address negative feedback and resolve patient concerns, Potomac Urology demonstrated their commitment to providing high-quality care and building trust with their patients.

From October 8, 2021, to November 30, 2024, Potomac Urology saw a major transformation in its online reputation with RepuGen. Patient reviews surged by 601%, growing from 1,057 to 3,016 across multiple platforms. At the same time, the practice’s average star rating improved by 4.6%, rising from 4.3 to 4.5 stars.

This success was both immediate in the first year and sustained over time, underscoring the long-term benefits of proactive reputation management.

Year-One Impact at a Glance

The first year with RepuGen brought noticeable improvements in both review quantity and quality.

1. Online reviews increased from 309 to 614, nearly doubling.
2. The share of 5-star reviews rose from 78.6% to 86.5%, showing higher patient satisfaction.
3. 1-star reviews declined from 13.9% to 7.0%, reflecting improved issue resolution.
4. Average star rating improved from 4.3 to 4.6, enhancing trust and credibility.

These changes helped Potomac Urology quickly strengthen its online presence and patient confidence.

Sustained Long-Term Growth

Over the following years, Potomac Urology continued to build momentum with consistent growth.

1. Reviews grew steadily from 958 in 2021 (pre-RepuGen) to 3,016 by 2025.
2. Average ratings improved from 3.3 in 2018 to 4.5 from 2022 onward, maintaining stability.
3. The practice secured a reliable online reputation, ensuring ongoing visibility and trust among patients.