Can you set up a SAB for a virtual service?

[jeremyfharrison]

Google's guidelines for creating a GMB profile states that the business must make "in-person contact with customers during stated hours." Does this mean that an online-only business such as a virtual urgent care clinic is allowable as a SAB? This is where customers use an app or website to have a video visit with a doctor - which is person-to-person, real contact, nut not in-person. It doesn't feel like the right kind of business to be listed locally, especially if the service area is an entire region or state. Does anyone have a source of truth on this? Thanks for the assistance!

[MiriamEllis]

Just seconding Ira's excellent response here. Without in-person contact, the business is ineligible for a GMB listing. Very good topic!

[irapasternack]

Ya, no new listings just for the virtual service...  but you should make sure you are taking full advantage of all listings for current locations. I looked at the Multicare site at your urgent care location pages, and those could definitely be optimized better. I also did a few test searches, and from what I've seen you rank very well in cities where you are located. So based on this quick checkup, there is nothing urgent, but still some room for improvement. I don't want to hijack this thread too much, but let me know if you'd like to discuss how your local listings could be better tied into your website, along with other SEO ideas for those locations.

[jeremyfharrison]

Thanks so much, Ira. Your answer does help. The business consists of out-of-state doctors, doing video-only visits with patients in our state. We contract with that business to provide a service to our local customers, which we of course want to make visible in local search. They are licensed in our state, but that's their only tie to our community. Sounds to me like a SAB is inappropriate in this case.

[irapasternack]

Hi Jeremy,

Interesting question. My company has been working with urgent care clinics going all the way back to 1999, and over the last 5 years or so we have developed a fair amount of experience with telemedicine. In many cases, we have an individual clinic that already has business listings, and we are just adding on a new service. But I've also worked with a national telemed company that had ties to some local practices who had listings, but they themselves did not as they didn't have a base of operations in each state/city.

In addition , I've worked with some smaller practices  that are in between these extremes. These are primarily virtual clinics, but not 100%. They may see some patients in person (more of a concierge model mixed in with the urgent care), or they may just have a home base from which they network, and get a big chunk of their clients from one community where they live. In these cases, there is enough of a local tie to justify a local listing. Also, these are generally newer startups.

So in general, if you are dealing with a business that has a system with docs who are licensed in multiple states, and don't have some real presence in the localities, then listings are not appropriate. But if the doctor has a legitimate tie to and base in a particular community, then a local listing makes sense.

If you have more details about your specific situation, I may be able to give you some additional ideas.

Ira