In the past The Wealthy Dentist has written about negative online reviews in such articles as “Appeals Court Says Yes to Dentist Lawsuit Against Patient for Online Review“ and “When a Dentist’s Relationship Goes Bad on the Internet“ — both stories about harmful dental critiques posted on review sites like Yelp and Angie’s List.
But in August of this year, Chris Cook of Bakersfield, CA, pushed negative online reviews to a new level.
It was reported in dental news site DrBicuspid.com that Mr. Cook took his 5-year-old son to see Bakersfield pediatric dentist Edward Dove, DDS, for a tooth extraction. Mr. Cook claims Dr. Dove mistreated his son during that visit by extracting a tooth before the child was adequately sedated.
According to DrBiCuspid.com, Cook stated that his son vomited up most of the sedative, screamed, and urinated on himself while allegedly being held down by three dental assistants during the procedure. Allegations Dr. Dove vehemently denies.
Chris Cook decided to take matters into his own hands and created the “I Hate Dr. Dove of Bakersfield” page on Facebook, attracting more than 200 members in its first 48 hours.
Luckily for Dr. Dove, Facebook does have a policy for pages with the word “hate” and considers them in strict violation of their terms of service. They swiftly moved to shut down the dental hate page.
Cook was undaunted by the Facebook boot, turned around and created a second Facebook group page, “Bakersfield dentist DOES NOT ROCK!!!!!!!!!” which is still up and active.
Dr. Dove has handled the situation by defending his treatment in the press and pointing to his 23 years in practice without a single disciplinary action. He has chosen not to engage with Chris Cook on his Facebook page, and was quoted in Dr Bicuspid as saying, “I think my reputation will be hurt a little bit, but right now I just want to calm down,” Dr. Dove said, “This guy is going ballistic, he’s trying to smear me, and I’m getting bullied.”
But should Dr. Dove be more concerned?
Just how significant are bad reviews for the future of your dental practice?
A new survey by market analysis firm Cone, Inc., found that four out of five consumers have reversed purchase decisions based on negative reviews found on the Internet. Another survey by Ratepoint found that 40 percent of consumers indicated they are more likely to consider a local business when they respond to a negative online review.
In the case of a Facebook page being dedicated to hating a dental practice, a dentist has little recourse since the unhappy page creator would have to allow the dentist to join the group page in order to issue a response.
Dentists have had little luck in defamation lawsuits when it comes to negative online reviews since the courts tend to look upon unhappy reviews as free speech. In a recent defamation case in California, a dentist has been ordered to pay $80,000 in attorney fees to the parents who posted a negative online review.
So how do you combat something like a negative Facebook page?
By making sure your dental practice has more than one website that appears on the top pages of Google when your business (and personal) name is searched online. Also have your own Facebook page, or pages for each type of treatment you offer. Have a Twitter page and make sure your practice is listed in as many dental directories as you can find. The idea is to control what appears on the first page of Google about your dental practice. Regular press releases help with this too.
For solutions to multiple name search and directory listing go to: www.InternetDentalAlliance.com.
For more on this story see: Facebook Pulls Plug on Angry Dad’s Antidentist Page
