Review response guide

How to respond to a negative review for a Dental Practice

Healthcare replies must protect privacy — never confirm someone was a patient or mention any treatment, even if they did.

A negative review is public, and it's read by far more people than the one who wrote it. Your reply isn't really for the upset customer — it's for the next hundred people deciding whether to trust you. Handle it well and a bad review can actually win you business.

Use four beats: acknowledge the specific problem, apologize without making excuses, say what you're doing about it, and invite them to continue offline. Keep it to a few sentences, stay warm, and never get defensive.

Example

The review

“Felt rushed and the front desk was rude about my bill.”

A reply that works

I'm sorry your visit left you feeling that way — that's not the experience we want for anyone who comes in. I'd genuinely like to understand what happened; please call the office and ask for me so we can make it right.

Tip: Stay generic on purpose: never confirm they were a patient or reference any treatment. Move specifics to a private call.

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