TOKYO: Approximately 60 doctors in Japan have accused Google Maps of ignoring vitriolic reviews of their clinics in a class-action lawsuit advertised as the first of its kind.
Seeking a total of 1.4 million yen in damages from Google, the medical professionals aim to hold the US tech giant accountable for its alleged inaction regarding these reviews. The doctors, constrained by patient confidentiality obligations, assert that they are unable to respond to or challenge detrimental reviews, leaving their reputations vulnerable.
Filed at the Tokyo District Court, the lawsuit is believed to be Japan’s inaugural class-action suit targeting a platform over negative online reviews. Yuichi Nakazawa, a lawyer representing the plaintiffs, emphasized the difficulty in having such reviews removed, which creates an atmosphere where doctors operate under the constant threat of receiving damaging feedback.
The doctors’ complaint highlights the discrepancy between patient expectations and medical professionalism, noting that while superficial diagnoses and easily prescribed medications may please patients, they may not align with best medical practices. Moreover, doctors may become targets of personal attacks from disgruntled patients, potentially compromising their ability to make medically sound decisions.
Nakazawa warned that if left unaddressed, this situation could lead to doctors feeling hesitant to refuse medically unnecessary requests from patients, ultimately harming society as a whole. Given Google Maps’ pervasive use in Japan, the plaintiffs argue that the platform should readily recognize the adverse impact of unfair reviews on medical practices.
While acknowledging that Google does remove some reviews based on its guidelines, the plaintiffs contend that the criteria for removal are opaque and that only a small number of reviews are deleted. In response, Google stated that it is actively working to mitigate inaccurate and misleading content on Google Maps through a combination of human review and automated systems.
