Treatment lasts two years and the ask never happens
Monthly adjustments come and go. Everyone assumes the request will happen at the end, and on the day the braces come off the patient is taking photos and the desk is scheduling retainer checks.
Orthodontic practicesReviews
Review requests on debond day, sent to the parent who has been driving to every appointment.
A text when the braces come off or the final aligner is checked, nothing about the case in it, and one inbox where the office replies.
Where it goes wrong today.
The patient is often a minor
The review needs to come from the parent or guardian, not a teenager with a phone. A request sent to the wrong number is either ignored or awkward.
Reviews about payment plans and broken brackets need careful answers
A parent frustrated by an emergency visit for a loose wire writes a review. The reply should not confirm the child is a patient or describe the appliance.
How it works for orthodontic practices.
The trigger is the milestone, not the visit
Set the request to fire at debond, at the final aligner check, or after the initial consult if you want a second moment. The CRM holds the treatment status, so monthly adjustment visits trigger nothing.
Sent to the responsible party, with nothing clinical in it
The text goes to the guardian on the account, thanks them for trusting your practice and links to your Google Business Profile. No appliance type, no treatment length, no case details. Every family that reaches the milestone gets the same message; Ottimo does not choose by how the case went.
Replies from one inbox, approved by the office manager
Reviews land with your reminder texts and new-patient forms. Replies thank the parent and never confirm a patient or discuss treatment. A complaint about a payment plan or an emergency visit gets a reply offering a call with the treatment coordinator. See how to ask for Google reviews.
Illustrative example
What a day looks like.
- MondayTwo patients have their braces removed. Their parents each get a thank-you text that evening with the review link.
- TuesdayA patient has a routine adjustment. The guardian gets a reminder for the next visit and no review request.
- WednesdayA parent’s review thanks the assistant who calmed a nervous kid at the bonding appointment. The office replies with thanks and no mention of treatment.
- ThursdayA review complains about an emergency visit fee for a broken bracket. The treatment coordinator replies from the inbox and offers a call.
- FridayAn adult patient finishes aligners and is fitted for retainers. The request goes to the patient directly, since there is no guardian on the account.
An illustrative example of how the system runs, not a measured result.
More for orthodontic practices.
Orthodontic practicesThe whole system for this work: pages, phones, follow-up and reviews.AI phone agentConsult and broken-bracket calls answered while the desk is seating patients.WebsitesA page for braces, for aligners, for the age-seven check, and for the consult.CRM and follow-upConsults that start, observation patients who come back, referrals you can see.
Questions orthodontic practices ask
Who gets the request when the patient is a minor?
The responsible party on the account, usually a parent or guardian. Adult patients receive it directly. The number comes from the intake form and the SMS consent recorded there.
Is the request HIPAA-safe?
It contains no case details, appliance type or treatment dates. Ask us what agreements are in place and how data is stored; we answer in writing before launch.
Can we ask after the consult as well as at debond?
Yes. Each milestone can carry its own trigger. Within a milestone, everyone gets the same message; Ottimo never sorts families by how likely they are to leave five stars.
Does Ottimo write reviews?
Never. Families write their own reviews on Google. Ottimo sends the request and helps you reply.