Handling Fake or Unfair Google Reviews in Healthcare
What to Do When a Review Feels Unfounded and How to Protect Your Online Reputation
Spotting Fake or Unfair Reviews
Fake reviews often follow patterns. Watch for these red flags:
- Vague or overly dramatic language (“Worst ever!!” or “Perfect 10/10”)
- No details about services, dates, or people involved
- Reviewer profile has no history or only leaves 1-star ratings
- Spikes in negative reviews with similar tone or phrasing
- Review posted long after discharge with no record of patient interaction
While not all of these guarantee a review is fake, they are strong indicators to look closer.
Escalating Review Removal Requests
If you suspect a review violates policy:
Flag it from your Google Business Profile.
- Click the 3-dot menu next to the review.
- Choose “Report review” and select the applicable violation.
If no action after 3–7 business days, escalate.
- Log into your Google Business Profile dashboard.
- Contact Google Support and reference the review.
- Include supporting details (e.g., screenshots, why it violates policy).
Keep a record.
- Document each step taken.
- Save correspondence for future reference or legal use if necessary.
How to Respond to Reviews That Stay Up
Stay professional—even if the review feels completely unfair. Your response will be read by future families, staff, regulators, and referral partners.
Suggested Template for Suspected Fake Reviews:
“We’re sorry to hear this. We have no record matching your experience. Please contact us directly so we can better understand and address your concern.”
General Best Practices:
- Be courteous and neutral
- Avoid sharing private health or identity information
- Offer an offline resolution path (phone or administrator email)
- Keep it short — your audience is reading, not debating
When Legal Action Is a Last Resort
In rare cases where a review is clearly false, harmful, and persistent:
- Consult legal counsel about potential defamation
- Consider a cease-and-desist letter or legal notice
- File a “John Doe” defamation claim if the reviewer is anonymous and malicious
This should always be a last step — reputation management is almost always better handled proactively and publicly.
Ongoing Monitoring and Alerts
Even one bad review can linger if unnoticed. The best systems:
- Send real-time alerts when new feedback is collected or a review is posted
- Generate location-specific reports to catch trends (e.g., staffing gaps, policy issues)
- Help facilities take corrective action before an issue becomes a public or regulatory complaint
Handling Fake or Unfair Google Reviews in Healthcare
Even when reviews feel unfounded or damaging, removal isn’t always an option. That’s why protecting your reputation requires a proactive approach that includes consistent feedback collection, compliant review practices, and a strategy to build trust over time
REVIEWLocal.org helps:
- Generate direct, actionable feedback
From residents and their loved ones - Automate the Review Generation Process
Promoting a consistent, unbiased, and uniform across your organization - Promote compliance with recent FTC review rules
Reduce and even eliminate gating, incentives, and insider bias - Increase review volume
Dilute the impact of fake and unfair reviews - Stay ahead of complaints and other issues
Monitor locations with real-time alerts and reporting and identify problems before they escalate
By following best practices like these, healthcare providers can build trust with families and referral partners while reducing costly penalties and reputational damage.
Disclaimer: The information provided on this page is for general guidance only and does not constitute legal advice. Healthcare providers should consult legal counsel when evaluating how review practices or individual review responses may be affected by federal, state, or platform-specific regulations.