There's a dental practice in your city with 47 reviews and a 4.5-star rating. There's another with 523 reviews and a 4.8-star rating. Which one gets the call?
You already know the answer. And so does every potential patient searching "dentist near me" at 10 PM on a Tuesday.
The practice with 523 reviews isn't necessarily better at dentistry. They might not have newer equipment or more experienced doctors. But they've built something that the 47-review practice hasn't: overwhelming social proof.
Here's what most practice owners get wrong about reviews: they treat it as a passive activity. They put a sign at the front desk ("Leave us a review on Google!"), maybe hand out a business card with a QR code, and hope for the best. Then they wonder why they've been stuck at 50-80 reviews for three years while the practice down the street seems to get five new reviews every week.
The difference isn't luck. It's a system. And in this guide, we're going to give you the exact system that takes a practice from 50 reviews to 500+ reviews — with timelines, scripts, templates, and the team accountability structure to make it stick.
Why 500 Reviews Changes Everything
Let's start with the numbers, because this isn't about vanity metrics. Review count directly impacts how many patients find you, trust you, and call you.
The Google Algorithm Effect
Google's local search algorithm considers three factors when ranking practices in the Maps 3-pack and local results: relevance, distance, and prominence. Review count and quality are major signals for prominence.
Here's what happens at different review thresholds:
| Review Count | Google Visibility | Patient Perception | Competitive Impact |
|---|---|---|---|
| Under 50 | Rarely appears in 3-pack | "New or unproven practice" | Invisible against established competitors |
| 50-100 | Occasionally appears for less competitive queries | "Seems okay, but let me keep looking" | Competitive for low-demand searches |
| 100-250 | Regular 3-pack appearances | "Established practice, good social proof" | Competitive in most markets |
| 250-500 | Frequent 3-pack appearances, often top position | "Popular, trusted, this must be good" | Dominant in most suburban/mid-size markets |
| 500+ | Dominant local presence | "This is THE dentist in this area" | Nearly unassailable in most markets |
The Trust Tipping Point
Interestingly, a 5.0-star rating with 50 reviews generates less trust than a 4.8-star rating with 500 reviews. Why? Because consumers are sophisticated enough to know that a perfect score with few reviews might be curated or fake, while a near-perfect score with hundreds of reviews is statistically meaningful.
The research consistently shows that the trust tipping point is around 4.7 stars with high volume. At this point, patients perceive the practice as both excellent and authentic — the occasional 3 or 4-star review actually increases credibility because it demonstrates the reviews are real.
The Financial Impact
Let's put real numbers to this. The average dental practice acquires new patients at a cost of $150-300 per patient through paid advertising. Reviews generate new patients at effectively zero marginal cost. If moving from 50 to 500 reviews generates just 5 additional new patient calls per month (a conservative estimate), that's:
- 5 new patients/month x $200 average acquisition cost saved = $1,000/month in equivalent marketing value
- 5 new patients/month x $800 average first-year patient value = $4,000/month in new revenue
- Annual impact: $48,000+ in new patient revenue from reviews alone
This doesn't even account for the compounding effect: more reviews lead to better rankings, which lead to more visibility, which leads to more patients, which leads to more reviews.
The Review Psychology
To build a review system that works, you need to understand why patients do and don't leave reviews. The psychology is more nuanced than "people are lazy."
Why Patients Leave Reviews (Without Being Asked)
Natural, unprompted reviews tend to come from extreme experiences:
- Exceptional positive experiences. The patient had dental anxiety, and your team made them feel completely safe. Or they'd been told by another dentist they needed extensive work, and you found a simpler solution. These emotional peaks drive spontaneous reviews.
- Terrible negative experiences. Pain that wasn't managed properly. A billing surprise. Rude staff. These experiences generate reviews because the patient needs to warn others.
- Relief or gratitude. Patients who were in pain and got same-day relief. Emergency patients. People who'd avoided the dentist for years and finally had a positive experience.
Notice the pattern: it's the extremes that generate organic reviews. The vast majority of your patients — the ones who had a perfectly fine cleaning, chatted with the hygienist, and went home — have no natural motivation to write a review.
Why Most Patients Don't Leave Reviews
- They don't think of it. They left your office, got in their car, and their brain moved on to the next thing. The dental visit was fine. There's nothing to process.
- They don't know how. Especially older patients. They'd be willing to leave a review, but finding your Google listing, logging in, and typing a review feels like a lot of steps.
- They intend to but forget. "I'll do it when I get home" turns into "I'll do it this weekend" turns into never.
- They think someone else will. Bystander effect applied to reviews. "They already have plenty of reviews, they don't need mine."
- They don't feel strongly enough. The experience was good but not remarkable enough to overcome the activation energy of writing a review.
The 24-Hour Window
Research on consumer behavior shows that the likelihood of a patient leaving a review drops dramatically after 24 hours. By 72 hours, it's nearly zero (unless the experience was negative — those have a longer shelf life).
This means your review system must reach patients within the first 24 hours after their visit, ideally within the first 2-4 hours when the experience is freshest.
Psychologists have found that people judge an experience primarily by its peak (the most emotionally intense moment) and its end (the final moments). For dental visits, this means two things matter most for review generation: the most positive moment during the visit (a compliment, a relief from anxiety, a surprisingly painless procedure) and the checkout experience. Train your team to make both of these moments exceptional, and reviews will follow.
The Systematic Ask
The most effective review generation method is also the simplest: ask every patient, every time, in a standardized way.
"But won't patients find it annoying?" No. Research consistently shows that patients who had a positive experience are flattered to be asked for a review. They want to help. They just need the prompt.
The Front Desk Script
Your checkout team needs a script. Not a rigid, robotic script — a framework that feels natural:
After the patient's visit is complete and they're at checkout:
"Mrs. Johnson, Dr. [Name] mentioned everything went great today. We're so glad. If you have a minute when you get home, we'd really appreciate a Google review — it helps other families find us. I'll text you the link right now so it's easy."
Key elements of this script:
- References the doctor by name. Creates personal connection and implies the doctor cares about reviews.
- Positive framing. "Everything went great" reinforces the positive experience before asking.
- "If you have a minute" — low pressure, no obligation.
- "When you get home" — gives them permission not to do it right this second.
- "I'll text you the link right now" — removes friction. They don't have to find you on Google.
The Timing Matrix
Not every patient should get the same ask at the same time:
| Visit Type | When to Ask | Why |
|---|---|---|
| Routine cleaning | At checkout + follow-up text within 2 hours | Low emotional intensity — need the prompt while it's fresh |
| Cosmetic procedure (completed) | At the reveal moment + follow-up at 48 hours | High emotional peak at reveal; 48-hour follow-up catches the "showing friends" phase |
| Emergency/same-day | Follow-up text next morning | Don't ask when they're in pain; ask when they wake up feeling better |
| Anxious patient first visit | At checkout (verbal only) + text at 24 hours | Verbal ask validates their courage; text gives them time to process |
| Treatment plan completion | At final visit checkout + text within 1 hour | Highest satisfaction moment — they're done with a long journey |
The QR Code System
QR codes should be everywhere, but strategically placed:
- Checkout counter. A small acrylic stand with your Google review QR code and the text: "Loved your visit? Scan to leave a quick review."
- Treatment rooms. A subtle card near the patient's seat. Patients waiting for the numbing to kick in have 5 minutes of downtime — some will pull out their phones.
- Post-visit handouts. Any paper you give patients (post-op instructions, appointment reminders) should include a QR code in the footer.
- Business cards. The back of your practice's business card should have a review QR code.
To get your direct Google review link: search for your practice on Google, click "Write a review," and copy the URL. Or go to your Google Business Profile dashboard and find "Get more reviews" which generates a short link. Use any free QR code generator to create the code from this link. Test it on multiple phones before printing. Pro tip: use a branded link shortener so you can track scan-to-review conversion rates.
The Multi-Channel Approach
Relying on a single review collection method is like marketing through only one channel — you'll reach some patients but miss the majority. The practices with 500+ reviews use multiple channels simultaneously.
Channel Conversion Rates
| Channel | Average Conversion Rate | Best For | Cost |
|---|---|---|---|
| In-person ask (verbal) | 15-25% | All patients; highest conversion but requires staff consistency | Free (staff time) |
| SMS/text message | 10-18% | Younger patients (25-45); immediate delivery | $0.01-0.05 per message |
| 5-10% | All ages; good for detailed follow-ups | Minimal (existing email tool) | |
| QR code (in-office) | 3-8% | Tech-savvy patients; passive collection | $5-20 for printed materials |
| Automated post-visit survey | 8-15% | All patients; captures feedback AND reviews | $50-200/month for survey tool |
| Post-visit phone call | 20-30% | High-value procedures; personal touch | Staff time (5 min per call) |
The Multi-Touch Sequence
The most effective approach uses a multi-touch sequence that reaches patients through different channels over 48 hours:
Touch 1 (at checkout): Verbal ask from front desk. Mention that a text with the link is coming.
Touch 2 (1-2 hours post-visit): SMS text message with direct Google review link. Keep it short:
"Hi [Name]! Thanks for visiting [Practice Name] today. If you have a moment, we'd love your feedback on Google: [short link]. It means a lot to our team! 😊"
Touch 3 (24 hours post-visit): Email with a slightly more detailed ask, including a "we value your feedback" message and the review link prominently displayed.
Important: If the patient leaves a review after Touch 1 or 2, do NOT send the remaining touches. Your system should track whether a review was received and suppress follow-ups automatically.
The Automated Survey Funnel
Some practices use a smart routing approach that maximizes both positive reviews and internal feedback:
- Send post-visit survey: "How was your visit today?" with a 1-5 star rating.
- If the patient rates 4-5 stars: "Thank you! Would you share this feedback on Google?" with a direct link.
- If the patient rates 1-3 stars: "We're sorry to hear that. Tell us more so we can make it right." with an internal feedback form.
Google explicitly prohibits "review gating" — the practice of only directing satisfied customers to leave reviews while funneling unhappy customers elsewhere. While the survey funnel described above is common, be aware that if Google determines you're selectively soliciting only positive reviews, they can remove reviews or penalize your listing. The safest approach is to ask ALL patients for Google reviews and handle negative feedback through your response strategy. We recommend the survey approach only for internal quality improvement, with the Google review link available to all respondents regardless of their rating.
Responding to Every Review
Getting reviews is only half the equation. Responding to every single review — positive and negative — is equally important for three reasons:
- SEO impact. Google has confirmed that responding to reviews is a ranking signal. Practices that respond to reviews consistently rank higher in local search results.
- Patient perception. Potential patients read your responses. A thoughtful response to a positive review shows you care. A professional response to a negative review shows maturity and accountability.
- Encouraging more reviews. When patients see that every review gets a personal response, they're more likely to leave their own. It signals that reviews are valued and read.
Response Templates by Rating
5-Star Review Response Framework:
"Thank you so much, [Name]! We're thrilled to hear [reference specific detail from their review]. [Dr. Name/Our team] truly enjoys working with patients like you. We look forward to seeing you at your next visit!"
Key: Always reference something specific from their review. If they mentioned the hygienist by name, include that. If they mentioned how painless a procedure was, acknowledge it. This proves you actually read the review.
4-Star Review Response Framework:
"Thank you for your feedback, [Name]! We're glad [positive aspect they mentioned]. We always strive for a 5-star experience, so if there's anything we could do better, we'd love to hear from you. Feel free to reach out to us directly at [phone number]."
Key: Acknowledge the positive, gently address that it wasn't a 5-star experience, and open the door for direct communication.
3-Star Review Response Framework:
"Thank you for sharing your experience, [Name]. We appreciate your honesty and take this feedback seriously. We'd love the opportunity to discuss your visit and how we can improve. Please reach out to [name] at [phone number] — we want to make sure your next visit exceeds your expectations."
1-2 Star Review Response Framework:
"[Name], we're sorry to hear about your experience. This doesn't reflect the standard of care we strive to provide. We take this feedback very seriously and would like to understand what happened. Please contact [office manager name] directly at [phone number] so we can address your concerns. Your satisfaction matters deeply to us."
For detailed response templates and strategies, see our complete dental review response template guide.
DentGPT generates personalized, HIPAA-compliant review responses in seconds. It reads the specific details in each patient's review and creates a response that feels genuinely personal — not a cookie-cutter template. Every response is checked against HIPAA guidelines to ensure no protected health information is disclosed, even inadvertently. A response that would take 3-5 minutes to write manually takes about 30 seconds to generate, review, and post.
Response Timing
The ideal response time varies by review type:
- Positive reviews (4-5 stars): Within 24-48 hours. Prompt enough to show you care, but doesn't need to be immediate.
- Negative reviews (1-2 stars): Within 4-8 hours during business hours. Fast responses to negative reviews demonstrate that you take concerns seriously and can prevent the narrative from solidifying.
- Mixed reviews (3 stars): Within 24 hours. These are recoverable situations — a prompt, caring response can sometimes lead the patient to update their review.
Handling Negative Reviews
Every practice gets negative reviews. Even the best practice in the world will occasionally encounter a patient whose expectations weren't met, who had a bad day, or who experienced a genuine service failure. How you handle these reviews often matters more than the reviews themselves.
The HEARD Framework
Use the HEARD framework for responding to negative reviews:
- H — Hear. Acknowledge their specific complaint. "We understand you were frustrated by [specific issue]." This shows you actually read and processed their concern.
- E — Empathize. Validate their feelings without admitting fault. "We can understand how that would be disappointing." This is not an admission of wrongdoing — it's basic human empathy.
- A — Apologize. A genuine, non-defensive apology. "We're sorry your experience didn't meet the standard we set for ourselves." Note: apologize for the experience, not necessarily for the specific clinical decision.
- R — Resolve. Offer a clear path to resolution. "We'd like to make this right. Please contact [name] at [number/email] so we can discuss this personally." Always move the conversation offline.
- D — Diagnose. Internally, investigate what actually happened. Use the feedback to improve systems, training, or communication. This step is internal — the patient doesn't need to see it.
Never argue publicly. Even if the patient is wrong, arguing in a public forum makes you look defensive and unprofessional. Other potential patients are watching.
Never reveal health information. HIPAA applies to review responses. You cannot confirm or deny that someone is a patient, discuss their treatment, or reference their health status — even if they brought it up first. Stick to generic language: "We take all patient feedback seriously."
Never offer compensation publicly. "Please come back for a free visit" in a public response invites every unhappy patient to leave a negative review to get free treatment.
Never delete or hide negative reviews. You can flag reviews that violate Google's policies (fake reviews, spam, offensive content), but attempting to suppress legitimate criticism backfires spectacularly if discovered.
HIPAA-Compliant Response Examples
The biggest legal risk in review responses is inadvertent HIPAA violations. Here are examples of compliant vs. non-compliant responses:
| Non-Compliant (Dangerous) | Compliant (Safe) |
|---|---|
| "The root canal went exactly as planned and we discussed the recovery timeline with you." | "We always strive to provide thorough communication about treatment plans and recovery." |
| "Our records show you missed two appointments before this visit." | "We understand scheduling can be challenging and we work to accommodate all patients." |
| "The X-ray showed the crown was placed correctly." | "We hold ourselves to the highest clinical standards and take all concerns seriously." |
| "You signed a consent form agreeing to the treatment cost." | "We're committed to transparent pricing and would love to discuss any billing questions directly." |
When to Flag Fraudulent Reviews
You can report reviews to Google for removal if they:
- Are from someone who was never a patient (and you can demonstrate this)
- Contain threats, hate speech, or profanity
- Are clearly from a competitor or their associate
- Review the wrong business (surprisingly common)
- Contain promotional content or spam links
To flag a review: go to your Google Business Profile, find the review, click the three-dot menu, and select "Report review." Google reviews the report and removes violations, though this process can take 1-4 weeks.
The Review Velocity Calendar
Getting from 50 to 500 reviews requires consistent effort over time. Here's the math and the calendar to get there.
The Numbers
You need 450 more reviews. Here are the timelines based on different monthly velocities:
| Monthly Review Target | Time to 500 Reviews | Daily Patient Volume Needed | Assumed Conversion Rate |
|---|---|---|---|
| 10 reviews/month | 45 months (3.75 years) | ~3 patients asked/day | 15% |
| 15 reviews/month | 30 months (2.5 years) | ~5 patients asked/day | 15% |
| 20 reviews/month | 22.5 months (~2 years) | ~7 patients asked/day | 15% |
| 30 reviews/month | 15 months (1.25 years) | ~10 patients asked/day | 15% |
For most practices seeing 15-25 patients per day, a target of 20 reviews per month is aggressive but achievable with a systematic approach. That gets you from 50 to 500 in about 22 months.
The 90-Day Acceleration Phase
The first 90 days are critical. This is when you build the habits, systems, and team accountability that sustain long-term review velocity.
Month 1: Foundation
- Week 1: Set up your review link, QR codes, and SMS system. Print materials. Train the team on the verbal ask script.
- Week 2: Launch. Every patient gets the verbal ask + SMS follow-up. Track daily.
- Week 3: Review what's working. Which team members are getting the most reviews? What's the SMS conversion rate? Adjust.
- Week 4: Add the email follow-up as Touch 3. Start responding to all reviews within 24 hours.
- Month 1 target: 15 new reviews
Month 2: Optimization
- Week 5-6: Analyze conversion rates by channel. Double down on what's working.
- Week 7-8: Introduce team incentives (see Advanced Strategies). Share weekly review counts in team meetings.
- Month 2 target: 20 new reviews
Month 3: Scaling
- Week 9-10: The system should be running smoothly. Most team members are asking naturally. Focus on consistency.
- Week 11-12: Launch the "catch up" initiative — contact recent patients (last 90 days) who haven't been asked for a review yet. Send a batch email campaign.
- Month 3 target: 25 new reviews
If you hit these targets, you'll have 110 reviews after 3 months — well ahead of the 22-month pace to 500.
Team Accountability
The single biggest reason review systems fail is lack of accountability. Someone needs to own this metric. Here's the structure that works:
- Review Champion. Designate one person (usually a front desk coordinator or office manager) as the Review Champion. They track daily numbers, follow up on missed asks, and report weekly.
- Daily dashboard. A simple whiteboard or digital display showing today's review asks vs. goal. Make it visible to the whole team.
- Weekly team huddle. 5 minutes every Monday morning: how many reviews did we get last week? Who had the best conversion? Any great reviews to celebrate?
- Monthly report. Review count, star average, response time, and notable reviews (good and bad). Share with the entire team.
Advanced Strategies
Once your foundation is solid and you're consistently getting 15-20 reviews per month, these advanced strategies can accelerate your trajectory.
Video Testimonials
Video testimonials are the premium tier of social proof. A 30-second video of a real patient sharing their experience is worth 50 written reviews in terms of emotional impact. Here's how to collect them:
- Identify candidates. Look for patients who had significant transformations (cosmetic cases), overcame dental anxiety, or expressed exceptional gratitude during their visit.
- Ask in the moment. Right after a cosmetic reveal or a "this was my first pain-free dental visit" moment, ask: "Would you be willing to share a quick video about your experience? It really helps other patients who might be nervous."
- Make it easy. Have a designated spot in your office with good lighting. Use a smartphone on a tripod. Offer to record it for them — most patients feel awkward recording themselves but are fine being recorded.
- Keep it short. 30-60 seconds. Three questions: What brought you in? What was your experience like? What would you tell someone considering this practice?
- Get written consent. Always have patients sign a release form before recording. This protects both parties.
The Review Link Shortener Strategy
Using a branded link shortener (like Bit.ly with a custom domain) for your review link provides two benefits:
- Better tracking. You can see exactly how many people clicked the link, when they clicked, and from which channel (SMS, email, QR code if you use separate links).
- Professional appearance. "review.drsmithfamilydental.com" looks more trustworthy than a long Google URL.
Review Diversification
While Google reviews are the highest priority, don't ignore other platforms:
- Yelp. Important in some markets, especially urban areas with younger demographics.
- Healthgrades. Patients specifically searching for healthcare providers often check here.
- Facebook. Recommendations on Facebook are visible to the reviewer's friends — powerful word-of-mouth at scale.
- Your website. Embed Google reviews on your website. This builds trust AND sends positive SEO signals.
For a comprehensive approach to managing your Google Business Profile alongside reviews, see our complete GBP optimization guide.
"Best Review of the Month" Program
Create a monthly tradition of highlighting the best patient review:
- Select one standout review each month.
- Share it (with patient permission) on social media, in your office, and in your email newsletter.
- Thank the reviewer personally — a handwritten note or a small gift (a branded tumbler, a coffee gift card) goes a long way.
- This encourages other patients to write thoughtful, detailed reviews — hoping theirs will be featured.
Dentplicity's Practice Grader analyzes your current review profile — total count, star rating, review velocity, and response rate — and benchmarks it against competitors in your area. You'll see exactly where you stand and what reaching 500 reviews would mean for your competitive positioning. Our dashboard tracks your review metrics over time so you can measure the impact of your review system month over month.
Team Incentive Programs
Incentivizing your team to prioritize reviews can dramatically accelerate your velocity. Some approaches that work:
- Team lunch. If the practice hits the monthly review target, the whole team gets a catered lunch. Simple, effective, builds camaraderie.
- Individual recognition. When a patient mentions a team member by name in a review, recognize them publicly (team meeting, Slack channel, break room bulletin board).
- Monthly bonus. Some practices tie a small monthly bonus ($50-100) to the team hitting the review target. Make it a team goal, not individual, to avoid perverse incentives.
- Quarterly celebration. When you hit a milestone (100, 200, 300, 400, 500), celebrate. Make it visible. This keeps momentum through the long 22-month journey.
Never incentivize patients to leave reviews. Google's terms of service prohibit offering compensation (discounts, gifts, entries into drawings) in exchange for reviews. This applies to both explicit exchanges ("Leave a review, get 10% off") and implicit ones ("All patients who leave a review this month are entered to win..."). Incentivize your team for asking consistently, not your patients for writing.
The "Catch Up" Campaign
If you're starting at 50 reviews, you have a backlog of happy patients who were never asked. Running a one-time "catch up" campaign can generate a burst of reviews:
- Pull your patient list from the last 6 months. Anyone who visited and wasn't asked for a review.
- Filter for likely promoters. Patients who completed treatment, had no complaints documented, and returned for follow-ups.
- Send a personal email batch. Not a mass blast — personalized emails referencing their last visit type and date. "Hi [Name], we hope you've been well since your [visit type] in [month]! We're working to build our online presence and would be grateful if you could share your experience on Google."
- Follow up via SMS for non-responders one week later.
A well-executed catch-up campaign can generate 20-40 reviews in a single month, providing a significant jumpstart to your velocity.
Building Your Long-Term Reputation
Getting to 500 reviews is a milestone, not a destination. The practices that dominate their markets year after year treat reputation management as an ongoing operational priority — like scheduling, billing, or inventory management.
Once you reach 500, your focus shifts from volume to maintaining velocity and quality. Keep your system running, keep responding to every review, keep celebrating milestones, and keep your team engaged. The compound effect of consistent review generation over years creates a competitive moat that's nearly impossible for competitors to cross.
For more strategies on building your online reputation, explore our guides on getting more dental reviews and crafting perfect review responses.
Frequently Asked Questions
Is it okay to ask every patient for a Google review?
Yes, absolutely. Google encourages businesses to ask customers for reviews — their guidelines only prohibit fake reviews, review gating (selectively asking only happy customers), and incentivizing reviews. Asking every patient is actually the safest approach because it's non-discriminatory. The key is how you ask: make it a natural part of your checkout process, not a high-pressure demand. Most patients who had a positive experience are genuinely happy to help when asked politely. For the small percentage who had a negative experience, their review gives you valuable feedback and an opportunity to demonstrate great customer service through your public response.
What if asking for reviews brings in more negative reviews?
This is the most common fear, and the data doesn't support it. Practices that systematically ask for reviews see their average rating stay the same or improve. Why? Because the vast majority of your patients have positive experiences — they're just not leaving reviews because no one asked. When you implement a system, you're activating the "silent majority" of happy patients who dramatically outnumber the unhappy ones. In our experience, a practice with a genuine quality of care will see their rating improve when they start asking systematically, because the flood of positive reviews dilutes the occasional negative one.
How do I handle a competitor leaving fake negative reviews?
First, document everything. Take screenshots with timestamps. Then report each suspicious review to Google through your Business Profile — click the three dots on the review and select "Report review." In your report, explain why you believe it's fake (the person is not in your patient records, the review describes experiences that don't match your practice, the reviewer has a pattern of leaving negative reviews for dental practices, etc.). Google's review team typically responds within 1-4 weeks. If Google doesn't remove the review, respond publicly and professionally: "We take all feedback seriously. We're unable to find a record matching your description — if you could contact our office directly, we'd like to resolve this." This signals to potential patients that the review may not be legitimate without making accusations.
Can I respond to a negative review that mentions specific treatment details?
You must be extremely careful. Even though the patient may have disclosed their own health information in their review, HIPAA still restricts what YOU can say. You cannot confirm or deny that someone is a patient, discuss any treatment details, or reference their health status in any way. Your response should be entirely generic: "We value all patient feedback and take concerns seriously. We invite you to contact our office at [number] so we can address your experience directly." Some dental attorneys recommend not even saying "we're sorry about YOUR experience" — instead use "we're sorry to learn about THIS experience" to avoid confirming the patient relationship. When in doubt, have a HIPAA-compliant template reviewed by your compliance officer or dental attorney.
How long does it realistically take to go from 50 to 500 reviews?
With a well-implemented system, most practices can achieve this in 18-24 months. The math: you need 450 more reviews. At 20 new reviews per month (achievable for a practice seeing 15+ patients per day with a 15% ask-to-review conversion rate), that's 22.5 months. Some practices accelerate this with a "catch up" campaign in the first month, generating 20-40 reviews from recent patients who were never asked, which can shave 1-2 months off the timeline. The biggest variable is team consistency — practices where every team member asks every patient every day hit their targets. Practices where only one person remembers to ask fall short. That's why the accountability structure (Review Champion, daily tracking, weekly huddles) is as important as the review request system itself.
