07/22/2026
A Negative Google Review From Someone You Can’t Identify—Now What?
An Audiology practice recently received a one-star Google review naming a provider as “rude and unprofessional.”
The problem?
The reviewer could not be connected to any known patient interaction, appointment, inquiry, phone call, email, or website submission.
Here is the safest way to handle it.
1. Start in Google Business Profile Manager
Report the review directly through the practice’s Google Business Profile.
Choose the policy category that best fits the issue. When the review does not appear to reflect a genuine interaction with the business, the most relevant category may be fake engagement or spam.
Document:
* The date the review was reported
* The category selected
* Google’s response
* Any case or reference number
If Google rejects the initial report, use the review management process to check the status and submit an appeal with additional context.
2. Preserve the external evidence
Save screenshots of:
* The review
* The reviewer’s public profile
* The reviewer’s visible review history
* Google’s response
* Any case or reference number
Internally, document which systems and records were checked, but do not screenshot or submit patient records, appointment data, call logs, or other protected information.
3. Complete a thorough internal search
Before concluding that the reviewer cannot be identified, check all reasonable sources:
* OMS or patient database
* Appointment history
* Call-tracking records
* Voicemail and phone logs
* Email inquiries
* Website forms
* Text messages
* Staff recollection
The appeal should focus on the absence of a verifiable interaction—not simply the fact that the review is negative.
4. Respond publicly—but carefully
Healthcare practices should not confirm or deny whether someone is a patient.
Avoid saying:
* “You were never a patient.”
* “We checked your medical record.”
* “This review is fraudulent.”
* Anything about the reviewer’s other reviews.
A safer response is:
“We take concerns about professionalism seriously. However, we have been unable to identify the interaction described based on the information provided. We would appreciate the opportunity to better understand the circumstances and determine whether this review was intended for our practice. Please contact our office directly so we can look into the matter appropriately.”
The goal is not to win an argument with the reviewer.
The goal is to show future patients that the practice responds professionally, protects privacy, documents concerns, and follows a clear escalation process.
Reputation management in healthcare requires both operational documentation and careful public communication.
