Dental and medical practices depend on Google reviews more than most businesses, because patients compare clinics on their rating before they ever call. They also face a constraint most businesses don't: you can't publicly explain your side of the story without risking patient confidentiality. That changes how you should both report and reply.
Reviews that Google's policies may cover
These are the situations clinics bring to us most often that can fall inside Google's contribution policy.
- No record of the patient
A detailed complaint from someone with no appointment, enquiry or record at the practice. Google's policy requires reviews to reflect a genuine experience.
- Competitor or former staff reviews
Reviews from a rival practice or a former employee fall under Google's conflict-of-interest rules, but you'll need evidence beyond suspicion.
- Reviews meant for another clinic
Mentions of treatments you don't offer, staff who don't work there, or another branch's address.
- Abuse aimed at named staff
Personal attacks, threats or private information about a clinician or receptionist.
- A sudden wave of one-star reviews
Several in a short time from new accounts, especially if followed by a demand for payment, which is review extortion.
Reviews Google will usually leave up
A real patient describing a real experience, including pain, cost, waiting times or a treatment outcome they're unhappy with, is the content the policy protects, even if you believe it's unfair. These are handled through your complaints process and a careful reply, not through reporting.
Replying without breaching confidentiality
In the UK, the GDC's guidance on social media says dental professionals must not post information or comments about patients online, and warns that details which seem harmless can still identify someone. A review reply is public, so the same caution applies. Medical and other regulated professionals have equivalent duties.
- Don't confirm the person is a patient
Even "we're sorry your treatment last Tuesday..." confirms a patient relationship and a date.
- Don't mention clinical details
No treatments, notes, prices paid or outcomes, even to correct something inaccurate.
- Keep it general and move it offline
For example: "We're sorry to read this. We take all feedback seriously but can't discuss individual care online. Please contact our practice manager at [email] so we can look into your concerns."
- Check with your indemnity provider
If a review is serious, threatens a complaint or claim, or you're unsure how to reply, your dental or medical defence organisation can advise before you post anything.
How to report a review that breaks the policy
Report it from your Business Profile or Google's Reviews Management Tool, choosing the reason that matches the policy it breaks. Check its status after a few days. If Google finds no violation, you have one appeal covering up to 10 reviews, so prepare it carefully: say what your records show (for example, no appointment under that name in the period described) without disclosing anything about any patient. Our step-by-step guide to reporting a fake Google review covers each screen.
Protecting the rating over time
Removing one bad review moves a rating far less than steadily collecting genuine ones. Ask every patient at a natural point, such as after a successful appointment, with a simple link, and ask everyone rather than only happy patients. Google's policy prohibits selectively soliciting positive reviews and offering incentives for reviews.
If reviews are affecting your practice:
We assess each review on your practice's profile against Google's policies, tell you which look reportable and which don't, and prepare the evidence without exposing any patient information.