Holistically Rx is an integrative medicine telehealth platform that blends conventional medical practices with holistic therapies to deliver personalized, patient-centered care. Patients receive secure, virtual consultations with licensed medical professionals, from primary care providers to specialists, all the way to holistic nutritionists and practitioners. To ensure the quality of services and build trust online, it uses Trustmary. 

Results with Trustmary

Since adopting Trustmary, HRx has achieved:

  • Significantly higher response rates compared to Trustpilot (from 5% to over 10%!)
  • Automated feedback and review collection integrated with HubSpot CRM.
  • Frictionless patient feedback flow, leading to more authentic customer insights.
  • Better quality control across a remote provider network.
  • Increased patient trust and transparency, essential in healthcare.

Dr. Erick Kaufman, founder and medical director of Holistically Rx (HRx), began his career in traditional medicine, first in ophthalmology and internal medicine, later teaching at a university with a focus on quality and safety.

During his years in academia, he saw how valuable feedback loops and accountability systems were in improving care. Inspired by this, Dr. Kaufman stepped into entrepreneurship, aiming to make healthcare more accessible, patient-centered, and trustworthy.

HRx was born to bridge the gap between patients’ needs and an often slow, paternalistic healthcare system. Today, HRx provides patients across 35 states with access to licensed providers via telemedicine. 

– We want to meet people where they are, when they are motivated. Patients shouldn’t have to wait weeks for a doctor’s appointment only to lose momentum in improving their health, Erick explains.

Why Trust Matters in Healthcare

For HRx, patient trust is not optional but essential. Patients share some of the most sensitive personal and health information. 

They must feel confident that the provider they’re speaking to is qualified, secure, and respectful.

Dr. Kaufman explains the importance of having customer feedback surveys as a quality control tool:

– Our patients are vulnerable. Inviting them to share their health journey without feedback mechanisms in place for me to control the quality of service would be frightening. We need to give everyone a megaphone to call out if something didn’t go well, and then fix it right away.

That’s why HRx invests in trust signals: systems and platforms that demonstrate transparency, accountability, and care.

– We operate differently than others in our industry. We aim to be as transparent as possible, because we don’t have a need to hide anything. On the contrary, we want every customer to share their honest experience, and display those unfiltered to the world as trust signals, he continues.

Switching from Trustpilot to Trustmary

HRx had previously used Trustpilot, but found the results underwhelming. The response rates were low and the process for giving feedback was too complicated.

Switching to Trustmary changed everything:

  • Frictionless feedback process: Patients can leave reviews quickly and easily.
  • Automation through HubSpot: Every completed transaction triggers an automatic feedback and review request, ensuring consistent feedback without manual work.
  • Slack integration: Reviews flow directly into HRx’s internal channels, enabling leaders to act on feedback immediately.

– Compared to Trustpilot, the response rate with Trustmary is many times higher. The user experience is frictionless, and that makes all the difference, Erick says.

Frictionless responding is crucial for ensuring everyone’s voices are heard. By making responding as easy as possible, Dr. Kaufman has noticed a surge in the number of feedback and reviews.

– A certain percentage of people are happy to provide you feedback if you just make it easy for them. The frictionless process is one of the best things about Trustmary, he continues.

Trustmary Is a Set-and-Forget System

HRx has integrated Trustmary with HubSpot and Slack.

With the integrations in place, the feedback and review collection process became fully automated:

  1. A patient completes a purchase → HubSpot marks the deal as “Closed/Won.”
  2. That event automatically triggers Trustmary to send a review request (by email or SMS).
  3. Patients get an easy, one-click review flow, no logins, no extra steps.
  4. Reviews come in without the HRx team lifting a finger.
  5. Dr. Kaufman and the team get instant notifications, so they’re always in the loop.

– It’s a set it and forget it process. Patients automatically get invited to leave feedback, I get notified right away, and everything just works without glitches. That’s rare in healthcare tech, Erick states.

trustmary is a set-and-forget-process

Onboarding Took an Hour

For HRx, onboarding to Trustmary felt less like adopting a tool and more like partnering with a like-minded organization. It was smooth, validating, and empowering, setting the foundation for better patient trust and stronger quality control.

– The onboarding felt authentic, supportive, validating. There was no big ask, no upselling, just dependable performance. That continues today: the product works, the service is reliable, and the price is right. That’s what we all hope for in life, Erick describes and smiles.

This confidence translates to patients, who see HRx not only as a provider of medical services but also as a trustworthy partner in their healthcare journey.

– Businesses can promise you the world, but they don’t always deliver on their promises. Trustmary showed me through action that they were capable and dependable. Everything worked, the price was right, and there were no gimmicks. That gave me comfort and confidence, Erick says.

“99% of the time I can turn unhappy customers to very happy”

With a fully remote team of contracted providers across the U.S., maintaining consistent quality of care can be challenging. 

Trustmary provides HRx with the visibility it needs:

  • Categorized feedback by provider helps identify performance patterns.
  • Immediate alerts enable quick intervention if a patient has a negative experience.
  • Positive reviews highlight providers who consistently exceed expectations.
  • Smart automatic reports of overall customer happiness help know that everything is running smoothly

While not every contractor is eager to check their own feedback, Dr. Kaufman sees the bigger picture:

– As a medical director, seeing what patients think and feel is critical for me. A negative feedback or review raises a huge red flag internally. If there’s a problem, I want to know right away so I can come to the rescue.

When Dr. Kaufman has the chance to react to any issues promptly, he can turn a bad experience into a positive one.

– I can go to them right away and understand and validate their concerns. That's very reassuring for them that they feel they are being listened to. Once the person feels validated, I can solve the problem. 99% of the time I can turn unhappy customers to very happy, Erick explains.

Even though HRx mostly gets positive feedback and raving reviews, Dr. Kaufman is not scared of getting negative feedback.

– Getting negative feedback and fixing the issues raised is a great opportunity to create more evangelists because it’s a chance to show how much we care, he concludes.

Business Growth Through Trust

HRx continues to expand its services, with a mission to make holistic, accessible healthcare available to anyone who needs it. By pairing secure telemedicine with real, authentic patient voices through Trustmary, Dr. Kaufman ensures that trust remains at the heart of everything they do.

– We’re real people who really support our patients with the highest principles in mind. Trustmary helps us prove that every day and show it to the world, Erick explains.

Overall, Dr. Kaufman has been happy with Trustmary and its functionalities from integrations to the reliability of the system.

–  We’re offering a new service, and there’s always some healthy suspicion towards that. The only way for us to grow is to get people to trust us. There’s no better way to convince people that we’re a trustworthy operator than by using Trustmary, as we can both collect and showcase what customers think about us, he concludes.