Yelped: Psychotherapy in the time of online consumer reviews.

Abstract

Consumer review sites have been an ongoing thorn in the side of mental health practitioners, because unlike other businesses, psychotherapists cannot ethically respond to online reviews. Over the past decade, the authors have observed an increasing concern about the impact of online reviews in their ethical and risk management consultations to psychotherapists. Although professional ethics codes prohibit soliciting testimonials from current clients or those vulnerable to undue influence, this does not prevent clients from choosing to leave their own, unbidden reviews. This study involved a survey of psychotherapy clients who had either left or discovered an online review about a current or former psychotherapist. Our questionnaire sought to understand the nature of the review, whether it was discussed in treatment, and if and how online reviews affected the client’s overall feelings, beliefs and attitudes regarding their psychotherapy. About a quarter of our participants found reviews and about sixteen percent left them. Most didn’t believe reviews had an impact on their feelings about psychotherapy, but those who did felt more validated in their feelings about their treatment. Reviews left by clients were more generally positive. We also offer suggestions about how psychotherapists can address online reviews in treatment.