Hailey Rein, BA, VetMedux

Review platforms and social media sites allow people to share their experiences (whether good, bad, or indifferent); however, when clients take negative feedback too far, it can cause feelings of helplessness, isolation, and lack of safety in veterinary staff.

A Reputation on the Line

In August 2021, Lindsay Ruland, DVM, CEO and Chief of Medicine at Emergency Veterinary Hospital in Ann Arbor, Michigan, noticed a sudden and unusual influx of email alerts as hundreds of negative reviews began pouring in from multiple platforms. At the time, Dr. Ruland’s clinic was the highest-ranked emergency clinic in the state based on organic reviews.