Is Your Dental Practice Being Badmouthed Online? Proposed FTC Rule Cracking Down On Dishonest Reviews Could Provide Some Help.
Dentistry may be a unique profession with a proud history, but online, a dental practice is no different than a dry cleaner, restaurant, mechanic, or liquor store. That is because dental patients are just as likely to post a review of their experience on Yelp! or other online review sites as are customers of other businesses. And, as is the case for all businesses and professions, many of those reviews – especially the negative ones – may be dishonest, deceptive, and unfair. In fact, some negative online reviews of dental practices may come from individuals who were never patients or had no interaction with the practice at all.
Recently, the Federal Trade Commission (FTC) announced that it was exploring new rules to combat deceptive or unfair online reviews. The FTC’s Advance Notice of Proposed Rulemaking (ANPR) asked for public comment on potential harms stemming from deceptive or unfair review and endorsement practices and whether a rule would help consumers and level the playing field for honest marketers.
In response to the FTC’s request for comment, the American Dental Association (ADA) submitted a letter to the agency supporting a crackdown on such reviews, stating that it was “a critical step towards ensuring that the online reviews of dental practices are fair and honest.” But it also noted the specific challenge faced by dentists and other health care providers in countering bogus reviews:
“A common problem that dental offices face with these deceptive or unfair reviews is that, unlike businesses that can respond specifically to negative reviews, dentists, as health care providers, may be constrained by federal and state privacy laws from disclosing patient information even if the review is deceptive or misleading and even if the reviewer discloses their patient information in the review.”
While a dry cleaner may counter a review that accuses them of ruining a customer’s shirt by setting forth facts to the contrary, a dentist who does the same may inadvertently reveal confidential patient information in their attempts to refute allegations of poor or substandard care. Such HIPAA and related violations can have catastrophic licensing and regulatory consequences.
But a practice’s inability to respond to false or negative reviews can have catastrophic business consequences as well. As the ADA notes:
“The constraints on responding to these reviews cause injury to the business, to competition, and to consumers. Dishonest negative reviews are unfair to the dental practice, which could lose business to a competitor for false or misleading reasons. It can also be very upsetting to the dentist to see incorrect information about their hard work posted online for anyone to find. These types of dishonest and misleading negative reviews can even affect the valuation of a practice that is currently in the process of being sold. Such reviews are also unfair to potential patients of the practice who may decide to go elsewhere (or delay care) due to the review.”
To address this dilemma, the ADA proposed that the FTC:
- Create an exception to enforcement and regulations under the FTC Act that would permit health care providers, including dentists, to disclose patient information in response to a review without violating the prohibition against unreasonable and deceptive trade practices, provided the disclosure is limited to the scope of the topics addressed in the review.
- Encourage social media review sites to revise their Terms of Use to remove blanket prohibitions on responding to posts with health information, such as where the reviewer has already shared that information.
- Include in its rulemaking a requirement that the reviewer self-identify, as well as a requirement for the social media site to verify that identity. If the reviewer does not self-identify in the review, then the dental practice should have an avenue to request that identification from the social media site.
The FTC is in the earliest stages of rulemaking on this issue, and it remains to be seen what further action they take to address this perennial problem. But, as noted, dentists need to tread lightly when a disgruntled patient posts a false, misleading, or negative review online. However, there are ways to blunt the impact of negative reviews without the risks involved in responding directly to a negative review.
Most of your current and former patients undoubtedly have wonderful things to say about you because you are undoubtedly a fantastic dentist. Do not hesitate to ask your patients to share their thoughts with the world by requesting that they share their positive feedback in a brief review. Provide them with the instructions and links to make it as easy for them as possible.
If you have any questions or concerns about how to deal with false or negative reviews of your practice, please give us a call. At Grogan, Hesse & Uditsky, P.C., we focus a substantial part of our practice on providing exceptional legal services for dentists and dental practices, as well as orthodontists, periodontists, endodontists, pediatric dentists, and oral surgeons. We bring unique insights and deep commitment to protecting the interests of dental professionals and their practices and welcome the opportunity to work with you.
Please call us at (630) 833-5533 or contact us online to arrange for your free initial consultation.
Jordan Uditsky, an accomplished businessman and seasoned attorney, combines his experience as a legal counselor and successful entrepreneur to advise dentists and other business owners in the Chicago area. Jordan grew up in a dental family, with his father, grandfather, and sister each owning their own dental practices, and this blend of legal, business, and personal experience provides Jordan with unique insight into his clients’ needs, concerns, and goals.
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