FTC’s New Guidelines on Online Reviews for Healthcare Practices: What You Need to Know

FTC’s New Guidelines on Online Reviews for Healthcare Practices: What You Need to Know

As a healthcare provider, your reputation matters more than ever. Patients rely on online reviews to make informed decisions, and the transparency of these reviews plays a crucial role in building trust. In October 2024, the Federal Trade Commission (FTC) implemented new guidelines to ensure that online reviews are genuine, honest, and accessible for all consumers—including patients. Here’s what these changes mean for your practice and how you can maintain a positive online presence while staying compliant.

Displaying All Reviews Matters

If your website includes a review section, it’s essential to display both positive and negative feedback. Under the new rule, selectively hiding or “suppressing” certain reviews, particularly negative ones, is no longer allowed. This level of transparency helps patients trust that the feedback they see is a fair reflection of actual experiences and shows that your practice values patient voices, even when it means addressing areas for improvement.

Pro Tip: Consider this an opportunity to showcase your commitment to listening and adapting based on real feedback, further strengthening patient trust.

No Fake Reviews—Real Patients Only

The FTC’s rule specifically prohibits reviews from family, friends, employees, or anyone directly connected to the practice. It’s now more critical than ever to ensure that reviews on platforms like Google, Healthgrades, and your own website come from real patients. This transparency reassures potential patients that they’re getting an honest view of others’ experiences, helping them feel confident in their decision to choose your practice.

Avoid Offering Incentives for Reviews

While it may be tempting to encourage reviews with a discount or reward, the new rule clarifies that incentivizing reviews is not allowed. Reviews should come solely from genuine patient experiences, without any external influence. By keeping reviews unbiased, patients feel reassured that the testimonials they’re reading are honest and reflect actual experiences.

Best Practices for Your Website’s Review Section

If your website includes a review or testimonial section, it’s important to ensure it aligns with these new guidelines. Here are a few best practices to follow:

• Display All Reviews: Allow patients to see both positive and negative feedback for a balanced perspective.
• Encourage Genuine Feedback: Politely ask satisfied patients to share their experience online but avoid offering incentives.
• Monitor for Compliance: Regularly review your website and other review platforms to ensure that no prohibited practices, such as suppressed reviews or incentivized feedback, are in place.

Why Following the New Rules Matters

Adhering to the FTC’s guidelines helps your practice avoid penalties (which can be up to $51,744 per violation) and reinforces the trust that patients place in your care. Honest reviews, even if they include constructive criticism, can highlight your willingness to improve and demonstrate your commitment to patient satisfaction.

In today’s digital landscape, authentic reviews are a vital part of reputation management. By providing patients with genuine, transparent feedback, you help them feel confident in choosing you as their healthcare provider.

If you have questions or need assistance in managing online reviews to meet these new requirements, feel free to reach out! We’re here to help you maintain compliance and build a trustworthy online reputation.