How to protect my reputation on social media?

[Groupthink]

I work for a small (~4000 student) university as a Clinical Psychologist and I am struggling with a situation.

A client came to me due to academic difficulty which he believed was due to anxiety. This is his third college after being dismissed from the first two. In assessing him across several sessions, it became quite clear that he was not prepared for college and, given a history of poor grades throughout all primary schooling, there was a clear need to refer him for testing to rule out ADHD/learning disorders. I expressed that I am happy to work with him to teach him coping skills for the anxiety (which was prevalent, albeit mild), and I provided a referral for testing.

Apparently this was the most offensive thing ever. He no-showed and then a few days later I was called in by my boss who asked me about this case.

Turned out the student went on Twitter and has absolutely blasted me and my organization, making ludicrous statements that therapists here call their clients "******ed" among other things. He specifically mentions my name, calling for the removal of Dr. Groupthink from the university, etc.

This has resulted in a reactionary backlash against me. I've had several clients drop out due to this, numerous clients asking me if I really called him these names, and new clients coming to the office specifically requesting that they do not get paired with me. My private practice is listed on Google and I have received numerous 1 star reviews mentioning similar criticisms.

Obviously, clinically I missed some level of disordered behavior (PD?) that would lead to this dramatic overreaction, which would also be a major contributor to the student's difficulties throughout his academics.

But I am feeling helpless on how to protect myself. The university is so small that everyone seems to know. If you Google my name, these awful reviews show up. I feel like so much damage has been done to me and I have no recourse or way of protecting myself.

This has been a real nightmare. I've been thinking extreme thoughts like quitting my job or changing my name. I just don't know what to do or if there's even a way to email Google or Twitter to get them to take down these false messages.

Does anyone have any advice? It would be greatly appreciated.

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[jdawg2017]

Really sorry to hear about this. I don’t have any specific advice (I’m a trainee), but I’m tagging this post to see what others suggest.

My only thought is if, as a training clinic, there were any recordings of the sessions or your interactions, could these be used. I assume not since you are running your own PP. Not sure if there is basis or evidence for a cease and desist order against them...?

 

[deleted106747]

I presume the other reviews with one star are fake - like friends of the patient or something - ? In that case I think Google has a procedure where you can get rid of fake reviews:

How to spot and remove fake google reviews

www.evoluted.net

I'm sorry this happened to you. I suppose the other option would be to fight fire with fire - e.g. put up some positive reviews or stars. Since it's all fake. But I guess that depends on comfort level with that sort of thing. I knew someone who created alternate online identities for her name to disguise something unflattering online.
I would hope the counseling center would have some sort of structured response to this as well, supporting their employee.

 

[Sanman]

I'm sorry to hear about this happening. It certainly sounds like a nightmare. How is your boss and the University reacting? The first thing I would do is consult an employment lawyer and double check your malpractice policy. Not sure how this will pan out for you, but I would be prepared for the worst. After that, take a breath and take a little care of yourself for starters. Beyond that, I will let others chime in. Good luck.

 

[AcronymAllergy]

Complete shot in the dark, but maybe consider meeting with a defamation lawyer?

 

[erg923]

First, this may not be a good thread to have here, as it could be found by the person and reasonably inferred to be about them. You identified a small school, a social media storm, and the patient's specific symptoms and statements/reaction. In this day and age....pretty discoverable?

Second, I knew someone on internship who's patient made a defaming, although somewhat humorous song on YouTube (al-la Phoebe from Friends) about their therapist. I really don't know how you fight that? I think "social media" is largely..."not good" for society. I, strangely, grew up in a time and culture where people edited their thoughts before saying them to others and thought twice about "airing their dirty laundry" to the world. And I'm really not that old, promise.

Third, I would assume this is long past the point of trying to reestablish things and see what the issue/disconnect is, even for just the sake of PR and/or learning/feedback? That might just add fuel to the fire, right?

Lastly, further assessment of the presenting issue (based on what you described) seems warranted in order to guide treatment...or even know what issue even is? Although I would actually just start with a very thorough/lengthy structured interview and history (collateral contacts too) and go from there. It may get flushed out without much more than that. That said, did they actually agree to the suggestion for a referral for further evaluation? Or did you just tell them that was the plan and what you had to do? I learned a long time ago that most people hate doing psych testing and that you really have to get their "permission" to make these referrals. Otherwise, they don't understand and drop-out of services...or in this case, hate you and think you suck.

 

[cara susanna]

First, that really sucks and I'm sorry you're going through it.

Second, shouldn't the university be issuing a statement or something if this is causing such a social media firestorm? Or at least the counseling center director?

 

[StellaB]

What a crappy situation, I am so sorry. Do you have access to group legal services? Because my gut reaction, like Acronym Allergy, would be to seek legal counsel. This is a relatively new problem, but you aren't the first person to have it.

 

[AbnormalPsych]

This is awful. Second most of this. Seek out legal expertise from the University. They have tons of these legal folks available or know how to get a hold of them. I think you talking with your malpractice agency is also an important step as well. Be cautious about any actions you or your center take (or your private practice takes). Something could end up violating confidentiality or getting close to it down the road and this person may overreact to that as well.

Please keep us updated.

 

[DynamicDidactic]

Maybe this is a useful article

One-star therapy?

What do do if you have received negative reviews on customer websites.

www.apa.org

I would definitely call a lawyer through your liability insurance to chat with someone that is much more familiar with this situation.

If you are able to delete the fake ratings and you have support of the university, this may all blow over. Really crappy now but may not affect you in the long term.

 

[deleted836592]

This post is my worst nightmare. I'm so sorry this happened to you.

 

[PsyDr]

1) Get rid of your guilt. Get therapy for it, spend hours in silence working through what you did WITH THE INFORMATION YOU HAD AT THE TIME. The more guilt you feel, the more people will pick up on it and assume you're actually guilty. Remember, our stock in trade is upset people. This is countertransference. This person feels awful and what you're feeling is their feelings.

2) DO NOT RESPOND TO ANY REVIEWS. This is a huge HIPPA thing, and it's likely this person is baiting you.

3) Consult with an attorney, preferably through the trust at first. It's an almost nil chance you can get sued, let alone chance you will get sued. But the trust consult is free, and why not?

4) It is unlikely you can remove reviews. Consult something like reputation defender, but I doubt it.

5) Accept that you're scared. Here's some reassurance. Online reviews are a good thing. For the clinician. Patients need a good fit. Often what they perceive to be a good fit has nothing to do with getting well. That's a good thing. Patients who make their own choices can be much better patients for you. I would bet that you don't want to be known as a "chronic lyme disease woke clinician", because of the characteristics of that patient group. In the end, these reviews will likely have a negligible effect on your career and earnings.


NOW DELETE THE DETAILS OF YOUR POST.

 

[deleted106747]

1) Get rid of your guilt. Get therapy for it, spend hours in silence working through what you did WITH THE INFORMATION YOU HAD AT THE TIME. The more guilt you feel, the more people will pick up on it and assume you're actually guilty. Remember, our stock in trade is upset people. This is countertransference. This person feels awful and what you're feeling is their feelings.

2) DO NOT RESPOND TO ANY REVIEWS. This is a huge HIPPA thing, and it's likely this person is baiting you.

3) Consult with an attorney, preferably through the trust at first. It's an almost nil chance you can get sued, let alone chance you will get sued. But the trust consult is free, and why not?

4) It is unlikely you can remove reviews. Consult something like reputation defender, but I doubt it.

5) Accept that you're scared. Here's some reassurance. Online reviews are a good thing. For the clinician. Patients need a good fit. Often what they perceive to be a good fit has nothing to do with getting well. That's a good thing. Patients who make their own choices can be much better patients for you. I would bet that you don't want to be known as a "chronic lyme disease woke clinician", because of the characteristics of that patient group. In the end, these reviews will likely have a negligible effect on your career and earnings.


NOW DELETE THE DETAILS OF YOUR POST.

Overall, agreed. But Google may delete fake reviews, these companies are getting more serious about wanting to get rid of fake reviews so that people can trust the info they are getting. I knew someone selling her book online, and friends put up reviews, and Amazon went through and deleted them because they were obviously fake (put up too quickly, people who never otherwise reviewed).

I also hope most people wouldn't take Google reviews very seriously, especially an onslaught. I would totally think this is a wacko with a vendetta if I were to read them about a doctor I was considering.

 

[PsyDr]

Overall, agreed. But Google may delete fake reviews, these companies are getting more serious about wanting to get rid of fake reviews so that people can trust the info they are getting. I knew someone selling her book online, and friends put up reviews, and Amazon went through and deleted them because they were obviously fake (put up too quickly, people who never otherwise reviewed).

I also hope most people wouldn't take Google reviews very seriously, especially an onslaught. I would totally think this is a wacko with a vendetta if I were to read them about a doctor I was considering.

The problem is that you cannot report the reviews of medical providers to google, as that violates confidentiality stuff. It's very different than other industries. One Canadian physician was recently successful in suing, but that's not the ole USA...

 

[deleted106747]

The problem is that you cannot report the reviews of medical providers to google, as that violates confidentiality stuff. It's very different than other industries. One Canadian physician was recently successful in suing, but that's not the ole USA...

But you can report the fake ones without violating confidentiality. One bad review from a patient is what it is and probably a lot of us will get one. I usually think a therapist has challenged her/his patients when I see a bad review. But an onslaught of negative reviews from patients who were never seen and/or come from invented personas ought to be removable.

 

[psychRA]

How long ago did this happen?

If not much time has passed: Most people (not all) who engage in this type of public anger will simmer down and move on if they don't get any kind of discernible response. Any further interaction will add fuel to the fire and prolong anger. Luckily you're bound by HIPAA not to comment on this person's care, so responding to social media posts isn't even on the table. Ditto to any patient who comes into your office asking about it. By all means, talk with your internal resources (employer, legal, etc.) But do not contact this person in any way, directly or indirectly. Once they move on to something else, start working on building a positive web presence that will drown out the negative results on google.

FWIW: maybe 15 years ago, someone with way too much time on their hands posted photocopied fliers about their former therapist all around one are of the city where I lived. I don't remember the exact content, but something to the effect of "Jane Therapist LCSW, license #123456, is an abuser of people with mental illness." I still remember those fliers to this day. Not because I saw them and thought "Oh, that therapist must be really bad" but because I thought "Dang, that person must have some serious issues if this is how they've chosen to deal with disliking their therapist." Once this dies down, know that most people will know to take this patient's opinion with a heading spoonful of salt.

 

[erg923]

simmer down

 

[futureapppsy2]

FWIW: maybe 15 years ago, someone with way too much time on their hands posted photocopied fliers about their former therapist all around one are of the city where I lived. I don't remember the exact content, but something to the effect of "Jane Therapist LCSW, license #123456, is an abuser of people with mental illness." I still remember those fliers to this day. Not because I saw them and thought "Oh, that therapist must be really bad" but because I thought "Dang, that person must have some serious issues if this is how they've chosen to deal with disliking their therapist." Once this dies down, know that most people will know to take this patient's opinion with a heading spoonful of salt.

Is this so true in the MeToo era, though? A lot of big, substantiated accusations against powerful people occurred via Twitter.

 

[DokterMom]

There are professional "reputation management" firms that might be able to help you with the technical aspects of having those posts removed or burying them with other 'pops up first' content. Do confer with your legal department first to make sure you stay on the right side of HIPAA