The Review Lifecycle
| Step | Who | Timing |
|---|---|---|
| Submit review | Patient via profile page form | 60 seconds |
| Queue for moderation | System | Instant |
| Policy check | Moderation team | 1-3 business days |
| Publish or reject | Moderation team | Same as above |
| Doctor response (optional) | Verified doctor via /my-listing | Any time after publish |
| Dispute (if warranted) | Anyone via admin@thedoctordirectory.com | 3 business days to review |
What We Publish and What We Reject
Published
- Real experiences of the doctor, the practice, or the care received
- Constructive negative feedback (long wait, poor communication, unresolved issue)
- Positive reviews from real patients including anonymous ones
- Reviews that reference dates and locations verifiable against the profile
Rejected
- Fake reviews from accounts with no verification
- Reviews from competing practices attempting to sabotage a listing
- Reviews containing PHI (patient health information about a third party)
- Defamatory statements of fact (accusations of crime, malpractice, or fraud not supported by evidence)
- Reviews containing personal contact information of staff
- Reviews written in exchange for compensation or discount
- Non-substantive one-word ratings without any content
Doctor Response Rules
Doctors who have claimed their listing may publicly respond to any approved review. Responses appear directly below the review labeled "Response from this doctor." Rules:
- Responses may not include HIPAA-protected patient information (specifics of care, diagnosis, dates of visit)
- Responses may not attack or threaten the reviewer
- Responses may correct factual inaccuracies at the practice-policy level
- Responses may invite offline dialogue with a contact method
- Responses that violate the rules are removed and the doctor is notified with a chance to rewrite
How We Handle Disputes
Email admin@thedoctordirectory.com with:
- The URL of the doctor profile
- The specific review text or date submitted
- The reason for dispute (choose one or more: fake account, competitor sabotage, contains PHI, defamatory statement of fact, review of a different doctor, other)
- Any supporting evidence you can share without violating patient privacy
Our moderation team investigates within 3 business days. Reviews found in violation are removed and a note is added to the moderation log. Reviews found to be legitimate stay live; we respond to the disputer with the reasoning.
Frequently Asked Questions
Are patient reviews on The Doctor Directory real?
Yes. Every review is submitted by a real user through the review form on the doctor profile page. Every review is human-moderated by our team before publication. Reviews flagged as fake, defamatory, non-substantive, or in violation of our policy are rejected before they appear on the profile.
How long does it take for a review to appear?
Reviews are queued in a moderation inbox and reviewed within 3 business days. Simple, policy-compliant reviews are published within 1 business day. Reviews requiring investigation (potentially fake, potentially defamatory, potentially from a competing practice) may take up to 5 business days.
Can a doctor respond to a review?
Yes. After claiming their listing, a doctor logs into /my-listing, opens the Reviews tab, and posts a public response under any approved review. The response appears directly below the review labeled "Response from this doctor." Responses may not include patient-identifying information per HIPAA.
How do I dispute a review I believe is fake or defamatory?
Email admin@thedoctordirectory.com with the URL of the doctor profile, the specific review text or date, and the reason for the dispute (fake account, competitor smear, contains PHI, defamatory statement of fact). Our moderation team reviews disputes within 3 business days. Reviews found in violation of policy are removed.