Healthcare business leaders have come to realize that local targeted search is the key to bringing in more patients. Google Business Profiles (formerly Google My Business) are essential for competing locally and providing accurate business information quickly – both current and future patients, respectively.
There may come a day when your medical practice may receive a listing suspension notice, which can be unsettling to healthcare professionals who are bound by high standards and protocols. Know that any business is at risk of having a Google Business Profile suspended. Search Engine Journal notes that many businesses will face suspension at some point.
Understanding the Types of Google Business Profile Suspensions
Understanding the nuances between the types of suspensions—hard and soft—prepares you to proactively address and resolve the issue. With these insights, you can turn this challenge into an opportunity to further optimize and enhance your online presence.
What Happens with a Hard Suspension?
A Google Business Profile suspended at this level is more severe in comparison. Should a business face a hard suspension, its GBP listing is entirely removed from Google Search and Maps. If by chance a medical practice’s GBP is hit with a hard suspension, potential patients searching for services will not find that practice listed, removing a significant factor in local online visibility. Businesses also lose their Google reviews that are instrumental in attracting new patrons through the influence of online reputation.
What Happens with a Soft Suspension?
A soft suspension is less severe but still comes with consequences. In this scenario, the listing remains visible on Google Search and Maps, but the verified status is lost admins of the account are no longer in control of updates. During this time, the public can suggest edits and once those changes are posted, the listing owner cannot correct the information when erroneous. Addressing a soft suspension involves going through Google’s verification processes again to regain control of the listing.
In both cases, the best way to handle a Google Business Profile suspended at this tier is to be watchful of any alerts about suspension actions and respond promptly. By taking swift action to submit a thorough appeal for a hard suspension or initiate re-verification for a soft suspension, the goal is to restore your GBP listing and maintain good standing with Google.
Why Is My Google Business Listing Suspended?
Understanding the most common reasons accounts are penalized helps you to avert the setbacks of a Google business profile becoming suspended. Google is very sensitive to any signs of dubious activity. This helps protect consumers and maintain the integrity of the platform. Keep these risk factors in mind and use them to train anyone who touches the account.
Reason 1: Making Multiple Updates to the Listing at Once
One common trigger for suspension is the submission of numerous changes to your GBP listing in a short period. Google’s algorithms may interpret this flurry of activity as suspicious, potentially leading to a suspension of your listing. To mitigate this risk, spread out updates over time and only make changes that are necessary, such as adjusting your hours of operation or adding new services. This approach can help maintain the integrity of your listing without raising red flags.
Reason 2: Providing Misleading Information or Keyword Stuffing
Google places a high value on the accuracy and reliability of the information presented in GBP listings. Providing misleading information, whether through embellished claims, irrelevant keywords, or false specialties, is a violation of Google’s policies. Such actions can not only result in a Google Business Profile being suspended, but also compromises trust with the public.
Reason 3: Violating Google’s Guidelines
Many actions can fall under the umbrella of guideline violations, from creating duplicate listings for the same business location to using a virtual office as your business address or engaging in practices perceived as “spammy” by Google. Innocent mistakes that can result in suspension can be avoided by building a set of best practices from a complete understanding of GBP terms of use and guidelines.
Here are more potential factors resulting in Google Business Profile (GBP) suspended listings:
- Using a P.O. Box or a UPS store address.
- Listing using the address of a virtual office or co-working space address.
- Displaying a physical address for a Service Area Business (SAB).
- Internet-based business exclusively.
- Business classified in a more vulnerable business category, such as lawyers, plumbers, HVAC services, locksmiths, rehab centers, etc.
- Sharing an address with another business, particularly if more than one business is tied to a residential address.
- Adding a URL to your GBP profile that redirects to another website or links to a social media page.
- Changing your listing from a storefront to a service area business (SAB) or vice versa.
- Having multiple GBPs in an area with overlapping service areas.
- Having an address or hours that do not match what is listed on your website or other online directories.
- Listing your business hours as 24/7.
- Having a manager on your listing who had their account suspended, leading to your listing being suspended as well.
- Creating multiple listings for the same business at the same address.
- Violating the terms of service of another Google tool or service.
Help! I Got a Notice of Suspension Activity on My Medical Practice Google Business Profile. What Do I Do?
The absolute best thing to do in the event that a Google Business Profile is suspended is to not take any hasty actions. While it may seem like the simplest solution is to create a new profile, that is counterproductive as that new account is likely to be detected for violations as well. Instead, put an action plan together, and wait until you have everything together before initiating an appeal. Once the “evidence form” is opened, you have only one hour to get all your evidence attached, so it’s best to have everything you need to support your case before moving through the steps.
Take the time to plan the best course of action for the best chance of restoring your privileges and good standing on the first attempt. The steps below provide practical tips on how to reinstate a suspended Google Business Profile.
- Base your action plan on quantity of listings: For businesses that own more than 10 profiles, you would attach a spreadsheet listing the evidence for each account.
- Ensure compliance with Google’s guidelines: Review your business listing carefully, comparing it against Google’s published guidelines. If you have the means to make corrections, make the necessary adjustments to ensure full compliance. Remove any misleading information, keyword stuffing, or duplicate listings that may have contributed to the suspension.
- Gather evidence to support the appeal: Thoughtfully put together any evidence that would defend why your profile should be reinstated. For example, if your listing was flagged for not being a legitimate business, provide multiple documents and endorsements that confirm your business is not fraudulent.
- Submit an appeal for the suspended or disabled profile: Use Google’s official appeals tool within the GBP dashboard to request reinstatement of the suspended or disabled medical practice listing. Accurately fill out the appeal form, detailing the situation and the specific actions taken to address the issues leading up to the suspension.
- Wait for your appeal to be reviewed: After submitting your appeal, it will undergo a manual review by Google’s support team, including an assessment of the evidence and other compliance actions that have been taken.
If your appeal is denied, take the feedback into consideration, gather more substantial evidence if possible, and submit a request for an additional review to reinforce your case.
Summary: Google Business Profile Suspended: How to Unsuspend Google My Business
When healthcare businesses that rely on the Google Business Profile (GBP) to attract and inform patients, getting a suspension notice instantly raises such questions as “Why was my Google Business Profile suspended?” or “How long to reinstate Google My Business?” Before taking any hasty actions in response to a suspended Google Business Profile like making a new account, or starting the appeal process, it is best to be sure you have everything together to make your case and refrain from making a new account.
Google Business Profile suspensions may come as a shock, but keep in mind that this can happen to any business, even legitimate ones. Being proactive consists of being knowledgeable about Google’s guidelines, remaining cognizant of common mistakes that lead to suspensions, and having a protocol in place if Google suspends the listing. When multiple people are managing the account, it’s important that each one knows the protocol for avoiding violations and response to suspension activity.
Identify the Suspension Reason:
- Check the email from Google for specific details for why the profile was suspended.
- Common reasons include guideline violations, inaccuracies in business information, or having created multiple accounts for the same location.
Understand the Cause:
- Review Google’s guidelines to pinpoint the exact issue.
- Potential issues could be keyword stuffing, misleading content, or incorrect business name and address.
Rectify Issues:
- Remove any misleading content or keyword stuffing.
- Ensure business category, name, and address are accurate and compliant.
- Gather necessary documents such as utility bills or business licenses for verification.
Submit Reinstatement Request:
- Fill out Google’s specified form detailing the changes made.
- Include supporting documentation to prove compliance and legitimacy.
Await Review:
- The review process duration can vary; patience is essential.
- Google will review your updated profile and evidence to ensure guideline compliance.
- If successful, your Google Business Profile will be reinstated, restoring visibility on Google Maps and Search.
Being proactive to stay apprised of so many Google guidelines and following best practices for a successful appeal often takes up time that most healthcare businesses do not have. Rather than face Google suspension actions alone, many are turning to digital marketing services to take over this responsibility. This option helps you maintain a healthy online presence by leaving this work in the hands of experienced professionals
Concerned About Your Google Business Profile Getting Suspended? iHealthSpot Can Help!
We can help ensure your business listing information is accurate and your practice aligns with Google’s standards, so you never have to worry about having your business profile suspension lifted, restoring your online presence, or connectivity with your patients. Contact us to learn more about our listings management services and full suite of digital practice marketing solutions.
