Fake Reviews vs. Negative Reviews
Sometimes, a dentist might get a review that isn’t necessarily reflective of how they viewed the situation. Or they might get a negative review for a problem that the patient didn’t understand or couldn’t be helped. These types of reviews are just negative. They are not fake in Google’s eyes. Here’s why.
Google won’t remove it if the review content does not explicitly meet the criteria above. Let’s go over a few fairly common scenarios.
A new patient comes into your dental office for a routine cleaning, and you find that they have advancing periodontal disease. You let the patient know that they have a severe infection and that you recommend treatment. They agree to treatment. You perform the service. But when they get to your front desk, they’re confused, frustrated, and mad about the extra charges. Your front desk explains why it’s more expensive than expected, but they’re still angry and leave a negative review.
“Dr. So & So is a scam and runs an unethical practice. I went in for a routine cleaning, and they charged me up the yazoo for services I didn’t ask for. Don’t go here!!!”
Google won’t remove the above situation. Even though they agreed to treatment, the review is truthful from the patient’s point of view and won’t be removed. Here is another scenario.
An existing patient comes because their dental implant is loose after only a year. You examine the implant and find they have peri-implantitis. You let them know that their implant is infected and is being rejected by their body. The patient is mad, thinks it’s your fault because the implant is relatively new, and leaves a negative review.
“Dr. So & So is horrible, and I wouldn’t recommend them to anyone. They are incompetent with implant dentistry. Stay away!”
Google won’t remove this review either. You know that the patient simply does not understand or want to understand that they were likely the cause of their peri-implantitis, but that doesn’t mean it’s grounds for removal. Here is an example of a review that Google would remove.
“Dr. So & So charges people for services they don’t need. I know because I’m a hygienist and used to work there. Go to Jane Doe Dentistry instead!”
This is an example of a review that meets grounds for removal since it’s a conflict of interest in two ways. 1. It’s from a former team member. 2. It advertises for another dental office.