15 September 2025
Negative reviews on Google!
It seems that when a business offers the option of placing reviews on social media, it is almost inevitable that at some time a negative review will be received. A lot of the time these are not factual and cause enormous distress to the clinic and practitioner involved!
What should I do?
Unfortunately, in most cases Google reviews can only be removed by the author.
In general, there are two main courses of action available for the practitioner: do nothing OR post a reply to the review.
DO NOTHING
If the negative review is just one among many positive reviews, then often the best option is to do nothing. We have all read reviews for other services such as accommodation or restaurants that are negative. If there is just one negative review among many positive reviews, then it is often considered by us to be an anomaly and it is unlikely significant damage will occur. This is the same when considering dental reviews. I mean, we can’t make everyone like us!
POST A REPLY TO THE REVIEW
If you decide to post a reply, then a calm professional response is recommended. A suggested response is:
“We are sorry to hear of your experience. Please contact us so we can discuss your experience with you directly” OR
“We are sorry to hear of your experience. What you have described does not accord with our recollection of events and we would be happy to discuss this matter with you directly so that we may understand your situation.” Remember no private details regarding the reviewer should be disclosed in any online response.
THE OTHER OPTION
If the review is particularly outrageous and the practitioner feels that the review is causing significant emotional distress and potentially economic loss to their business, then a well drafted letter from a solicitor can often result in the review being removed. Meridan Lawyers can assist ADAVB members with this type of letter, however there is usually a fee associated with this service.
THE LAST RESORT
Usually, taking legal action for defamation should be the strategy of last resort. To win an action the professional must be able to prove serious harm and reputational damage; this generally requires there to be not just one bad review or complaint but a string of malicious and vexatious comments.
The ADAVB Dental Consultants are available to discuss with you the best approach to take for your situation. They can be contacted on 8825 4600.
Written by Dr Ann Monteith BDSc(Melb) FICD FAID
