Building excellence from the inside out: How IMP grew online reviews by 1,961% and became a “best doctor” in Google’s AI Overviews
1,961%
increase in patient reviews
20%
boost in Google listings clicks
Greater New York Metropolitan Area
Integrated Medical Professionals (IMP) is a leading multi-speciality group based in the greater New York Metropolitan area, committed to delivering exceptional medical care and a compassionate, patient-centered experience. Founded in 2006, when 31 physicians from 13 independent practices came together, IMP has since grown to include 100 physicians across nearly 50 locations, proudly serving communities throughout the region.
In 2023, IMP was recognized with rater8’s prestigious Practice Excellence Award. The following year, Advanced Urology Centers of New York, one of IMP’s leading practices, was honored with rater8’s Specialty Spotlight Award for urology.
While IMP has always prioritized high-quality, patient-first care, leadership saw a unique opportunity to better showcase this excellent care online.
The Problem
IMP’s providers and staff had built a strong foundation of compassionate care and loyal patients. But, as patient search behaviors evolved and online reviews and search results became more crucial to the decision-making process, IMP realized that their online reputation didn’t capture the caliber of care they delivered every day. Internally, leadership also sought clearer, more actionable insights into patient feedback to guide continuous improvement and better support both providers and staff.
The Solution
To close this gap in patient satisfaction and foster a culture of continuous improvement, IMP decided to partner with healthcare’s leading reputation management company, rater8. With the rater8 Visibility Engine (raVE) powering real-time feedback capabilities, IMP was able to effortlessly collect and analyze thousands of patient reviews, finally building structure around anecdotal insights. The data empowered IMP’s leadership to get granular and identify opportunities to further improve their operations and patient-centric culture to address operational and cultural changes across the organization.
One of the most impactful changes came from introducing transparency around provider performance. IMP began sharing individual doctor ratings internally, creating a transparent environment where providers could learn from patient feedback and be recognized for delivering an outstanding patient experience.
“rater8 has provided insights about what is most important to patients,” said IMP’s Director of Marketing, Randi Pincus. “The patient feedback from rater8 became a tool for professional growth,” continued Pincus. “Our providers started realizing, ‘Now I can use this information to really take the patient experience to the next level.’”
This new level of visibility encouraged physicians to engage more deeply in the patient experience and take ownership of their reviews.
To support these efforts, IMP also launched several employee engagement initiatives aimed at boosting morale and cultivating a more patient-focused environment. From massages and lunches to festive holiday decorations and monthly contests, these initiatives serve to remind staff they are valued and appreciated. The leadership team also provided fleece jackets and launched an internal newsletter to further build camaraderie and a sense of pride in the organization.
Most importantly, IMP used rater8’s feedback tools to identify areas for improvement. By actively addressing and engaging with the sentiment surfaced in reviews, the IMP team was able to show patients that their voices were heard and valued.
As Pincus explained, “We continued using the recipe of doing what we knew was right for the patients, and tweaked some of the ingredients to lead to the optimal results.”
“We continued using the recipe of doing what we knew was right for the patients, and tweaked some of the ingredients to lead to the optimal results.”
The Results
Within the first year, IMP generated thousands of new patient reviews — an increase of 1,961% — giving the organization a more substantial and favorable digital reflection of the patient experience. 
This balanced approach paid off, strengthening IMP’s reputation and expanding their visibility across all types of search. rater8’s Verified Reviews listings and testimonials widgets made it easy for Google’s AI Overviews to highlight IMP’s providers, while consistent ratings across Google and leading healthcare directories pushed them to the top of results in AI Mode.
Thanks to that increased visibility, IMP has continued to see steady growth. In their most recent 18 months with rater8, the group grew its online reviews by 251%, which translated into a 20% increase in clicks on their Google Business Profiles. This stronger online presence is helping more patients discover IMP and turn those searches into booked appointments.
As IMP’s visibility grew externally, they also stayed focused on strengthening their reputation from the inside out. Internally, the new initiatives fostered an even stronger sense of community and team pride, contributing to a highly positive and stable professional environment. Team members became more motivated and committed to delivering excellent care, knowing their efforts were being seen and appreciated. Provider retention improved, and the organization began to see a ripple effect of culture change across every department.
Patients also noticed the difference. Feedback began to highlight an even deeper sense of connection, praising not just the clinical care but also the warmth and attentiveness of the staff — exactly the kind of care patients seek out.
IMP transformed their patient experience and online reputation by strategically implementing rater8 and prioritizing patient and employee satisfaction. The shift allowed IMP to grow from the inside out, building a culture rooted in transparency, empathy, and accountability. Their story is proof that technology and strategy, when paired with internal buy-in and a commitment to continuous improvement, can drive meaningful growth. As Pincus summed it up, “I can look you in the eye and say we walk the walk and talk the talk, too.”
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