Kroon M, Park J S. Negative reviews online: an exploratory analysis of patient complaints about dental services in Western Australia. Aust Dent J 2021; DOI: 10.1111/adj.12893.

Another stressor for GDPs

Negative Google reviews and low star ratings have been shown to negatively impact consumers and result in a decrease in patient willingness to use particular services.

An exploratory study of a random sample of 100 dental clinics in Perth, Australia, revealed 413 negative (1 or 2 star) Google reviews between 2013 and 2020. Five themes were identified:

  • Treatment issues - 'Had orthodontists here clown around with my teeth for over 6 years'

  • Staffing - 'Staff at front desk are very rude and unhelpful'

  • Communication and professionalism - 'I left in tears … because of the rude comments made about the condition of my teeth'

  • Finance - '... (they) charge like wounded bulls'

  • Premises - 'worst dental practice I have been to - worn out equipment'.

An understanding of the causes of negative reviews may help overcome gaps in understanding between practitioners and patients. Negative reviews may be devastating and research is needed on their emotional impact on practitioners.