What to Do When a Review is Fake or From a Non-Patient

You open your Google Business Profile and see a brand-new 1-star review: *"Terrible service! They broke my tooth and refused a refund!"*

There's just one problem: you searched your practice management software top to bottom, and nobody by that name has ever stepped foot inside your office. It's a fake review.

Step-by-Step Fake Review Removal Protocol

• **Step 1: Database Verification:** Search PMS records by name, guarantor, and appointment logs.
• **Step 2: Flag in Google Manager:** Submit removal request selecting "Spam" or "Conflict of Interest."
• **Step 3: Write Public Non-Patient Notice:** Inform prospective patients politely that no patient record exists.
• **Step 4: Escalate to Support Tool:** Appeal automated denials with proof of database search.

**Recommended Non-Patient Response Template:**

*"Thank you for reaching out. We take all feedback seriously, but after thoroughly searching our patient records, we have no record of anyone by your name receiving care at our practice. We wonder if you might have intended this review for a different office. If you did visit us under a different name, please contact our office manager directly at [Phone] so we can look into this immediately."*

Tools like PatientStars help dental practices maintain high review volume while assisting with automated monitoring, ensuring fake or suspicious activity is spotted and addressed right away.