How to Remove a Negative Google Patient Review
Can You Remove a Negative Google Review?

It is important to understand that removing a negative Google review is not guaranteed. Only certain reviews that violate specific guidelines from Google’s strict policies can be removed. There are many misconceptions about removing reviews, and businesses can be misled by services that guarantee results.
The most straightforward method to address a negative review is to reach out directly to the reviewer and ask them to remove or revise the review. The reviewer might be open to modifying their feedback if their issue can be resolved.
When contacting a reviewer, remember to maintain a polite and professional tone. Acknowledge their concerns, show empathy, and offer to address the issue further if necessary. This method can help resolve the issue and demonstrate your commitment to customer service.
Three Ways to Address a Negative Google Review
1. Respond Professionally to Their Review
Many reviewers might not be open to erasing a negative review, and asking them directly might only worsen the situation. Instead of asking to erase or modify their review, you can respond professionally and with empathy.
It is important to recognize their concerns but avoid getting into specifics about their case to stay HIPAA compliant. Show that you understand by thanking them for feedback and discussing their experience privately. This will demonstrate your commitment to customer service and genuine value from patient feedback.
2. Flag the Review as Inappropriate or Fake
If the review violates Google’s strict policies, such as being inappropriate, fake, or even containing hate speech, you can flag it for removal. Google allows business owners to report reviews that break its policies.
Here’s how to flag a review:
1. Click the three vertical dots next to the review.
2. Select “Flag as inappropriate.”
3. Follow the prompts to submit your request.
Certain types of reviews that qualify for removal are those that contain offensive language, fake reviews, or anything that violates Google’s content guidelines. Remember that the review process may take time, and removal is not guaranteed. Here is the list of prohibited and restricted content:
1. Spam and Fake Content
○ Reviews that are fabricated or intended to manipulate ratings.
○ Duplicated content or irrelevant reviews.
2. Offensive Language and Hate Speech
○ Use of profanity, vulgarity, or hate speech.
○ Content targeting individuals or groups based on race, religion, gender, or other attributes.
3. Personal and Confidential Information
○ Sharing sensitive information such as addresses, phone numbers, or medical records without consent.
4. Illegal Content
○ Posts that promote illegal activities or content that violates the law.
5. Sexually Explicit Content
○ Pornography or inappropriate sexual content.
6. Violence and Threats
○ Threatening or inciting violence.
○ Graphic descriptions or promotion of violent acts.
7. Conflict of Interest
○ Reviews from individuals with a financial or personal stake in the business.
3. Encourage Positive Reviews from Satisfied Customers
One effective way to offset the impact of a negative Google review is by increasing the number of positive reviews from happy customers. A strong overall rating can help minimize the effect of an occasional negative review and improve your practice’s online reputation.
Here’s how to encourage positive feedback:
1. Ask for Reviews: Politely request satisfied patients to leave a review. This can be done in person, through follow-up emails, or via text messages.
2. Make It Easy: Provide a direct link to your Google review page to simplify the process for your customers.
3. Offer Incentives Responsibly: While offering incentives for reviews can be tempting, ensure they comply with Google’s policies, as providing incentives in exchange for reviews can lead to penalties.
Consistently encouraging feedback from happy patients will create a more balanced and authentic online reputation, showcasing the quality of your services and your commitment to customer satisfaction.
Appeal the Decision if Necessary
If Google doesn’t initially remove the review, you can escalate the matter by filing an appeal.
● Steps to Appeal:
○ Wait for Google’s initial decision (can take several weeks).
○ If denied, submit additional evidence to support your claim.
💡 Pro Tip: Provide as much factual evidence as possible, like proof the reviewer was not a patient or screenshots of violations.
Use Non-Disparagement Agreements (If Applicable)
If the negative review involves a real patient and you’ve resolved their concerns, you may request they remove or update their review.
● For refunds or settlements, have them sign a Non-Disparagement Agreement (NDA).
○ Consult with legal professionals to ensure the agreement complies with your local laws.
Long-Term Reputation Management Tips
● Monitor Regularly: Check reviews frequently to address issues promptly.
● Craft Thoughtful Responses: Thank patients for positive reviews and address concerns respectfully in negative ones.
● Enhance Your Service: Feedback, even negative, can highlight areas for improvement.
Final Thoughts
Handling fake or malicious reviews on Google requires patience, professionalism, and persistence. While it’s tempting to feel disheartened by negative reviews, remember that your responses and actions can significantly influence public perception. Demonstrating a commitment to resolving issues builds trust and strengthens your practice’s reputation in the long run.
For more guidance on managing reviews or improving your practice, visit StraightSmile Solutions.