The Santa Clara County Dental Society has recently become aware of an increase in reports of suspicious one-star online reviews affecting dental practices. In several cases, these reviews appear to have been posted by individuals who were never patients of the practice, making them difficult to address while still having the potential to impact a practice’s reputation.
Because many prospective patients rely on online reviews when choosing a dentist, even a single fraudulent review can be concerning. Unfortunately, review platforms do not always remove false reviews, particularly when they do not clearly violate the platform’s published guidelines.
We encourage all SCCDS members to routinely monitor their online business profiles and keep records of any activity that appears unusual or suspicious. If you believe your practice has received a fraudulent review, consider the following best practices:
- Report the review directly through the platform’s reporting process, providing any supporting information available.
- Save screenshots of the review and document the date it was posted in case additional action becomes necessary.
- If you choose to respond publicly, remain professional and avoid disclosing any patient information or confirming whether the reviewer is or is not a patient. A courteous, general response that reflects your commitment to quality care is often the most appropriate approach.
The following resources may also be helpful:
- Responding to Online Reviews: Best Practices
- State-Specific Anti-SLAPP
- Privacy Violations in the Dental Practice
- Your Practice Online: Mitigating Defamatory Dental Patient Reviews
At SCCDS, we’re committed to supporting our members through the challenges of practice ownership and management. We hope the above resources will be helpful to you in mitigating a difficult and frustrating situation. Members seeking additional guidance are encouraged to contact TDIC Risk Management at (877) 269-8844.
The SCCDS Team