A Simple 3 Step Process to Handling Negative Online Reviews for a Private Practice Dentist

Maxillo Team
Sep 25
4 min read

Online reviews influence how new patients choose a dentist and how current patients perceive your brand. A negative review is not the end of the story. With the right approach, it can become evidence of responsiveness, professionalism, and patient care. The framework below is designed for private practices and aligns with HIPAA and platform policies.

Handling negative online reviews for dentists can be easy with this three step process.

Handling Negative Online Reviews for Dentists - 3 Simple Steps

1) Acknowledge the review to show responsiveness

A fast, calm acknowledgement signals that you listen and care. Public responses should be brief, appreciative, and neutral. Avoid debating clinical details or inviting a back-and-forth online. Patients are more forgiving when providers respond thoughtfully and promptly, and a measured response can shift sentiment for bystanders considering your practice [1][2].

Public response goals

Thank the reviewer for sharing feedback.
Show commitment to patient experience without confirming any treatment details.
Offer a private path to resolution.

Example public response to handling negative online reviews for dentists

“Thank you for your feedback. We take patient experience seriously and would like to learn more. Please contact our office at [phone/email] so we can address your concerns.”

This language is neutral, expresses empathy, and steers the conversation to a private channel, which protects privacy and reduces the chance of escalation [1][2].

2) Move the conversation offline and protect patient privacy

When healthcare entities respond online, HIPAA still applies. Even confirming that someone is your patient can disclose protected health information. The Office for Civil Rights has settled multiple HIPAA cases where dental practices revealed PHI while responding to reviews. Penalties included monetary settlements and corrective action plans [3][4]. The American Dental Association similarly advises keeping responses simple and anonymous, never referencing a specific person or incident, and avoiding any hint of a patient’s identity. Instead, speak in general terms about policies and invite an offline conversation [5][6].

HIPAA-safe response principles

Do not confirm the reviewer is a patient.
Do not mention dates, procedures, payments, insurance, photos, or any identifying details.
Refer only to general policies and your commitment to high standards of care.
Provide a direct line for follow-up, then resolve privately by phone or secure message [7].

Example HIPAA-aware public reply

“We strive to deliver excellent care and service. We would like to learn more to help. Please call our office at [phone] so we can discuss privately.”

Example private follow-up

Empathize, clarify the issue, and document the conversation.
Offer a remedy when appropriate, such as a recheck, billing review, or service recovery step.
Close the loop and, if the patient volunteers, invite them to update their review after resolution. Do not ask them to change or remove it; simply ask for an honest update.

3) Embrace a few negative reviews and systematize your process

Perfect 5.0 review profiles can look suspicious. Large-scale research from Northwestern University’s Spiegel Research Center found that purchase likelihood typically peaks when average ratings are between 4.2 and 4.5 stars, with trust declining as ratings approach a perfect 5.0. Negative reviews can increase credibility because they make the overall review set feel authentic [8][9]. Local consumer surveys also show that people read responses, not just star ratings, and use them to judge trustworthiness and quality of service [10].

What this means for your practice

Do not fear the occasional negative review. It humanizes your practice and can increase trust when handled well [8][9].
Build a review acquisition engine so your profile reflects the broad experience of satisfied patients.
Pair that engine with a clear response protocol so every negative review gets a timely, compliant reply.

NOTE: You can use AI-enabled review platforms to automate compliant Google review requests by text or email after visits. Ensure these tools follow Google’s policies against incentivized or biased reviews and use your official “share review form” link from Google Business Profile. [10][11][12].

System checklist

Policy: Document a HIPAA-safe response policy and train the team on what not to say online [6][11].
Ownership: Assign a staff member or agency to monitor and respond within one business day.
Templates: Pre-approve public response templates for common scenarios, all HIPAA-safe.
Escalation: Define when to involve the dentist, office manager, or compliance lead.
Acquisition: Ask for reviews consistently after visits through automated, compliant requests by SMS or email. Avoid incentives that violate platform or professional guidelines.
Tracking: Use a dashboard to monitor rating trends, response times, and resolution outcomes.
Learning loop: Categorize issues, fix root causes, and update scripts or workflows accordingly.
Platform policy: Know how to flag reviews that include hate speech, threats, or private medical information in violation of platform rules [12].

Example review request script

“Thanks for visiting today. Your feedback helps others find care. If you are willing, please share an honest review here: [link].”

Response tone tips

Be concise, respectful, and consistent with your brand voice.
Avoid defensiveness or clinical debate in public.
Show you are reachable and committed to improvement.

Bringing it all together

Acknowledge quickly, move the details offline, resolve the concern, and continue inviting balanced, honest reviews from satisfied patients. Over time, you will build a credible profile where the occasional critical comment is surrounded by authentic praise and visible professionalism.

Access The Definitive Guide to Google Reviews for Private Practice Dentists and other resources in our library.