Google and the FTC have changed review policies. Here’s what’s changing, why it matters, and how mConsent keeps your practice compliant while building authentic reputation.
What’s Changing?
Google and regulatory bodies have introduced stricter policies to ensure fairness, transparency, and authenticity in online reviews. Healthcare practices, including dental clinics, must ensure they do not manipulate or bias patient feedback in any way.
“Businesses must not discourage or prohibit negative reviews or selectively solicit positive reviews. All patients must be given an equal opportunity to share their feedback.”
— Google Review Policy Guidelines
This ensures that online reviews reflect a genuine and unbiased representation of patient experiences. The days of cherry-picking who gets to leave reviews are over.
What is Review Gating?
Review gating refers to the practice of filtering patients based on their feedback before allowing them to leave a public review. Here’s how it typically works:
Asking patients to rate their experience before sending a review link
Only sending review links to patients who select high ratings
Redirecting unhappy patients to internal forms instead of public platforms
This practice, while common, is now explicitly prohibited. Practices using review gating risk penalties from Google and potential legal exposure under FTC regulations.
What the FTC Prohibits
Review Gating
Only sending satisfied customers to public review sites while directing others elsewhere
Conditional Incentives
Offering discounts or rewards specifically for positive reviews
Review Suppression
Using threats, intimidation, or false claims to prevent negative reviews (Section 465.7)
Fake Reviews
Writing or purchasing fake reviews from people who haven’t used your services
The Risks of Non-Compliance
Google penalties and review removal
Reduced search visibility
FTC fines and legal exposure
Loss of patient trust
Damage to brand reputation
Negative impact on acquisition
How mConsent Keeps You Compliant
mConsent’s Reputation Management system is designed from the ground up to be fully compliant while still helping you build a strong online reputation. Here’s how it works:
Automated SMS Sent
After appointment, ALL patients receive an SMS with a single feedback link
Patient Clicks Link
Patient opens the link and sees a simple choice page
Two Clear Options
Google Review as primary action, internal feedback as secondary option
The Key Difference
ALL patients receive the same link. When clicked, they see both options – Google Review prominently displayed as the primary action, with internal feedback as a secondary choice. No filtering, no gating.
See It In Action
Here’s exactly what patients receive – simple, compliant, and effective:
Recommended Best Practices
Send review requests consistently to all patients after their visit
Allow patients to provide honest and unbiased feedback
Respond to both positive and negative reviews professionally
Maintain transparency in all communication
Use patient feedback to improve operations and service quality
Avoid any tactics that attempt to manipulate outcomes
“Research shows that authentic review collection increases overall trust and credibility. Patients are more likely to choose providers with a balanced mix of reviews and active engagement.”
Responding to negative reviews professionally can actually improve patient perception and demonstrate accountability.
