No matter how hard you work to give great care, every dental practice gets the occasional negative review. In the age of digital connectivity, reviews are often the first thing potential patients see about you. Sometimes, those reviews aren’t fair, but they still affect how new patients think about your practice. That’s why it’s so important to know how to respond in a way that protects your reputation and shows you care about improving the patient experience. Think about it: if you respond with grace and professionalism, those bad reviews can actually help your practice. In this post, we’ll talk about how to take negative feedback and use it as a chance to grow, showing patients that you’re committed to listening and improving.
Why Online Reviews Matter
Online reviews have a huge impact on how potential patients perceive your practice. According to research, 90% of dental patients read online reviews before making an appointment, 70% consider online reviews as important as a dentist’s credentials, and 42% of people avoid practices with a rating lower than three stars.
Additionally, a survey found that 38% of customers leave a negative review when they have a poor experience with a local business. This means that negative feedback is not just inevitable but also relatively common. Therefore, managing reviews effectively can help you protect and even enhance your online reputation.
Why It’s Important to Respond to Negative Reviews
Negative reviews may sting, but how you respond can make all the difference. Here’s why responding is essential:
- Build Trust: Addressing complaints publicly shows that you care about your patients’ experiences. A well-crafted response can demonstrate your commitment to resolving issues, helping to build trust with future patients.
- Reputation Management: Responding to negative reviews in a calm and professional manner can help mitigate damage and even convert an unhappy patient into a satisfied one.
- Improve SEO: Google favors businesses that respond to reviews, which can boost your practice’s visibility in local searches. Active engagement with reviews signals to Google that you are maintaining an open dialogue with your patients
Common Complaints in Dental Practice Reviews
Negative reviews for dental practices often focus on the overall patient experience rather than the technical skills of the dentist. Here are some of the most common complaints patients tend to mention:
- Long Waiting Times
- Unpleasant Encounters with Staff
- Difficulty Managing Appointments
- High Fees
- Lack of Communication or Patient Education
Responding to Negative Reviews: The Art of Storytelling
Handling negative reviews can be complex, but each scenario offers an opportunity to show your commitment to excellent patient care. Here’s a step-by-step approach for responding to negative feedback, complete with examples from real dental professionals.
Personalize the Response
Avoid using generic responses that could apply to anyone. Personalize your reply to show that you’ve taken the time to read and understand the patient’s concerns. For example, instead of saying, “We’re sorry you had a bad experience,” say something specific, like, “We’re sorry to hear you were disappointed with the waiting time during your last visit. We strive to ensure that all patients are seen promptly and will work on improving this.” Try to mention the person’s name. Personalizing your response shows that you genuinely care about each individual’s experience.
This is a real example of this kind of response:
Acknowledge and Apologize
Start by acknowledging the reviewer’s concerns and offering a general apology. Even if you believe the review is unfair, showing empathy helps de-escalate the situation. For example:
“We’re sorry to hear that your experience didn’t meet your expectations. We value your feedback and take your concerns seriously.”
If you indeed made a mistake, being humble is a good option. For instance, if a patient is upset about the tardiness at every appointment, you can respond with humility, offering a sincere apology: “I understand how frustrating this must have been, and I apologize for the delays. We’re working on improving our scheduling process to ensure a smoother experience for our patients.” Being humble, especially in cases where you can admit a flaw, shows that you’re open to improvement. This shows that you are willing to listen and that you value patient input.
Respond Professionally
Always maintain a professional tone, regardless of the nature of the review. This means being respectful, calm, and empathetic, even if the feedback feels unfair. Remember that your response is public, and future patients will judge your professionalism based on how you handle criticism.
For example, if a patient leaves a review criticizing your high prices, avoid a direct rebuttal. Instead of diving into a heated debate, acknowledge the patient’s opinion, calmly stating, “We strive to create a comfortable environment for all of our patients. We understand that opinions on our pricing vary, but we believe it reflects the quality of care we provide.” A candid response is ideal when the criticism is more about opinions than facts.
Offer a Solution
When possible, offer a solution or invite the patient to discuss their concerns further offline. Moving the conversation away from a public forum can help resolve the issue more privately and effectively. For example: “Please give our office a call at [phone number] so we can better understand your concerns and work to make things right.”
In this case, the practice owner or the main dentist can respond in a free-spoken way, inviting the patient to resolve the issue in person: “I’m very sorry to hear this and genuinely want to make it right. Please come to the office so we can discuss how to address your concerns.”
You can also mention the solution if that’s not related to any sensitive information:
Stay HIPAA-Compliant
In the healthcare field, patient information is sensitive. When responding to reviews, be sure to avoid revealing any personal information about the reviewer, such as details of their treatment or confirming whether they were a patient at your practice. Keep your responses general to avoid violating HIPAA regulations. For example, instead of saying, “We treated your root canal last month,” say, “We strive to provide excellent care to all patients. We’d appreciate the chance to discuss your concerns further.”
Thank the Reviewer
Although it may seem counterintuitive, thanking the reviewer for their feedback demonstrates professionalism and a willingness to learn from the experience. This can reflect positively on your practice. You can thank the patient and show how you worked to improve the main issue. “Thank you for taking the time to share your experience with us. Your feedback helps us improve and provide better care. From now on all of our appointments will be confirmed 2 days in advance. ”
How Not to Respond to Negative Reviews
While responding to reviews can improve your reputation, there are some approaches that can do more harm than good. Here’s what not to do:
- Do Not Divulge Private Information
As we mentioned before, always avoid sharing any details about the patient or their treatment, as this could violate HIPAA regulations. Keep your responses general and avoid confirming whether the person was a patient. - Don’t Be Aggressive
Even if the review feels unfair or misleading, never respond defensively or aggressively. This can reflect poorly on your practice. Instead, remain calm and professional to show that you’re willing to listen. - Don’t Ignore Negative Reviews
Ignoring negative reviews can signal to potential patients that you don’t care about feedback. Address concerns promptly and professionally to show that you value patient input.
Building a Better Practice One Review at a Time
Negative reviews, while inevitable, offer an opportunity to demonstrate professionalism and a commitment to patient satisfaction. Whether you respond with humility, professionalism, or sincerity, each review should be addressed thoughtfully to turn a potentially harmful situation into a positive experience for your practice. By staying calm, maintaining privacy, and using the appropriate tone for each scenario, you can strengthen your practice’s reputation and improve patient trust. If you’re looking for more insights on how to effectively manage your dental practice—whether it’s improving patient satisfaction, managing finances, mastering marketing strategies, or optimizing accounting—be sure to check out our blog. Stay tuned for valuable content tailored to help your business thrive!