A negative review feels personal—but it's also an opportunity. How you respond matters more than the review itself. Potential patients read your responses to judge how you handle problems.
Why Respond to Negative Reviews
Prospective patients expect to see some negative reviews—it actually increases trust (nobody believes a profile with only 5-star reviews). What they're really evaluating is how you respond.
A thoughtful response demonstrates:
- You care about patient experience
- You're professional under pressure
- You take feedback seriously
- You're willing to make things right
They're reading your responses. Make them count.
HIPAA Considerations
Even if the reviewer shares details, you cannot confirm or deny they're a patient without violating HIPAA. Your response must be general.
What You CANNOT Do
- Confirm they're a patient
- Reference their appointment or treatment
- Share any details about their care
- Defend yourself with specifics from their visit
What You CAN Do
- Respond generally about your practice policies
- Express concern about the described experience
- Invite them to contact you offline
- Describe your general standards
The Response Framework
Use this 4-step framework for every negative review:
1. Acknowledge & Empathize
Show you heard them and care. Don't dismiss their feelings.
- "I'm sorry to hear about your experience..."
- "Thank you for sharing your feedback..."
- "We take concerns like this seriously..."
2. Take Responsibility (Where Appropriate)
Don't make excuses. If something went wrong, own it generally.
- "We clearly fell short of your expectations..."
- "This isn't the experience we aim to provide..."
3. Offer Resolution
Move the conversation offline to protect privacy and resolve the issue.
- "Please call us at [phone] so we can discuss this directly..."
- "I'd like to make this right. Can you email me at..."
4. Show Your Standards
Briefly describe how you normally operate (for other readers).
- "We pride ourselves on [value]..."
- "Our goal is always to [standard]..."
Response Templates
General Negative Experience
Thank you for taking the time to share your feedback. I'm sorry to hear your experience didn't meet expectations—that's never what we aim for.
We take all feedback seriously and would appreciate the opportunity to learn more about what happened. Please contact our office at [phone] or email [address] so we can discuss this directly.
We strive to provide excellent care to every patient, and your input helps us improve.
— [Name], [Practice Name]
Wait Time Complaint
Thank you for your feedback. I apologize that your visit involved a longer wait than expected. We understand your time is valuable.
While we always try to stay on schedule, sometimes dental emergencies require immediate attention, which can cause delays. We're continuously working to improve our scheduling to minimize wait times.
If you'd like to discuss your experience further, please don't hesitate to reach out to our office directly.
— [Name], [Practice Name]
Billing/Cost Complaint
Thank you for sharing your concerns about pricing. We understand that dental costs can be a significant consideration, and we strive to be transparent about treatment costs.
We always provide estimates before treatment and work with patients to understand their insurance benefits and payment options.
I'd like to review your account personally. Please contact our billing coordinator at [phone] so we can address your specific concerns.
— [Name], [Practice Name]
Staff Behavior Complaint
I'm truly sorry to hear about this experience. The behavior you describe doesn't reflect our standards or the care we want to provide.
We take these concerns very seriously and will be reviewing this internally. Please contact me directly at [email/phone] so I can learn more and ensure this doesn't happen again.
Thank you for bringing this to our attention.
— [Name], [Practice Name]
When Not to Respond
Fake or Spam Reviews
If you're certain someone was never a patient:
- Flag the review as fake on the platform
- Document your evidence
- Don't engage publicly—it often makes things worse
Competitor Attacks
Sometimes competitors post fake negative reviews. Flag and ignore.
Extremely Vulgar/Abusive
Report to the platform. Most will remove reviews with profanity or threats.
Follow-Up Actions
When They Contact You
- Listen fully before responding
- Acknowledge their frustration
- Offer concrete resolution
- Document the conversation
After Resolving
Once resolved, you can politely ask if they'd consider updating their review. Never pressure—just ask once.
Respond to negative reviews within 24-48 hours. Fast responses show you're attentive; slow responses look like you don't care.
DentGPT drafts HIPAA-compliant review responses in seconds, tailored to the specific complaint. Get started free →
The Bottom Line
Negative reviews are inevitable—how you respond defines you. Acknowledge, empathize, take offline, and show your standards. Future patients are watching how you handle adversity. Do it well, and a negative review becomes evidence that you care.
