How to Respond to Negative Reviews

Understanding the Impact of Negative Reviews  

Online reviews influence the decisions of potential dental patients. Positive reviews build trust and credibility. They can demonstrate quality, care, and patient satisfaction, serving as social proof—reassuring new patients about the practice’s expertise and service. Online reviews enhance a practice’s visibility in search engine results, attracting more traffic. Negative reviews can highlight areas for improvement and provide opportunities to address patient concerns, leading to better patient experiences and stronger relationships. Managing online reviews effectively is a must for the growth and reputation of a dental practice. 

Reviews directly impact local search rankings. Google uses reviews as a factor in determining a business’s relevance and authority in local search results. A high volume of positive reviews signals that the business is trusted and well-regarded, leading to higher placement in local search rankings. Recent and frequent reviews can boost visibility, indicating active engagement and ongoing customer satisfaction. So, maintaining a steady stream of positive reviews is pretty important for improving local search rankings and attracting more local traffic to your practice. 

Assessing the Content and Tone of the Review  

Negative reviews can generally be categorized into three types: emotional, factual, and mixed. Emotional reviews are driven by the reviewer’s feelings, often focusing on their frustration or dissatisfaction without much detail, making them highly subjective. Factual reviews, on the other hand, provide specific, objective details about the experience, such as long wait times or billing errors, and are typically more constructive. Mixed reviews combine emotional reactions and factual complaints, offering subjective feelings and concrete issues. 

When dealing with a negative review it’s important to understand where the reviewer is coming from.  

• Start by reading the review thoroughly without getting defensive. Focus on understanding the core issues the reviewer is raising. 
• Determine the specific problems mentioned and look for patterns or recurring themes if there are multiple negative reviews. 
• Assess the situation from the reviewer’s perspective. Consider factors like the tone of the review, the reviewer’s expectations, and any specific details they provide. This helps you understand their emotional state and why they might have been dissatisfied. 

If possible, compare the review with internal records or staff recollections of the incident. This can help verify the legitimacy of the complaint and provide context for any misunderstandings. 

Even with negative reviews, there may be constructive suggestions that can help improve your services. Focus on actionable insights that can lead to better patient experiences. Put yourself in the reviewer’s shoes to understand their frustration or disappointment. Acknowledge their feelings and address their concerns in a response that’s empathetic and solution-oriented. 

By evaluating negative reviews, you might discover insights into your practice’s weaknesses and areas for improvement while showing patients that their feedback is taken seriously. 

Evaluating the Legitimacy and Relevance to Services Provided  

Fake or misleading reviews may be difficult to identify and require careful analysis to uncover. But it’s important that you do so to protect your online integrity. Here are ways to root them out: 

• Look at the number of reviews they’ve written, their location, and whether their profile appears credible. Profiles with no history or generic names might be fake. 
• Fake reviews often use vague or overly enthusiastic language without providing specific details about the experience. Phrases like “best service ever” or “terrible place” without context can be giveaways. 
• Multiple reviews using similar wording, phrases, or structure across different platforms could indicate they were generated by the same person or bot. 
• If several reviews are posted within a short period of time, especially if they are all highly positive or negative, might suggest a coordinated effort. 
• Reviews that include unusual or improbable details that don’t align with your business’s typical operations or offerings might be fabricated. 
• Extremely positive or negative reviews that seem out of character for your typical feedback could be suspect, particularly if they lack specific examples or context. 
• Fake reviews might use overly formal or unnatural language, or they may lack the tone that a typical customer would use. 

So, what do you do about these reviews that violate platform policies? Start by reporting them to the platform where they were posted, providing evidence if possible. Politely respond to the review publicly, saying that you believe it may be inauthentic, and invite the reviewer to contact your office directly to resolve any issues. This will demonstrate transparency and professionalism to others reading the reviews. Meanwhile, continue to encourage genuine reviews from satisfied patients to dilute the impact of any fake ones. Be sure to monitor your reviews regularly to catch and address any additional fake reviews right away. 

You’ll want to verify patient records to ensure that your dental practice is providing accurate, personalized care, and to resolve any disputes that may arise from reviews or complaints. By verifying records, you can confirm the details of a patient’s visit, which will help address concerns or misunderstandings.  

But remember, it’s very important to maintain HIPAA compliance by ensuring that any information shared, especially in responses to reviews, does not reveal private health details. This protects patient privacy and maintains trust, while also allowing your practice to address issues accurately and professionally. 

Crafting a Professional Response Strategy: 7 Best Practices  

A well-crafted response will make all the difference when responding to reviews. To help simplify the process, here are 7 best practices to keep in mind. 

• Address the reviewer 
• Say thank you 
• Apologize and sympathize 
• Take responsibility 
• Make things right 
• Take the issue offline 
• Ask for a second chance  

Best Practice 1: Address the Reviewer  

Personalization in review responses is important because it shows the reviewer that their feedback is valued and that your practice is attentive to individual concerns. Address reviewers by their first name if it’s available. Reference specific details from their review without revealing any private health information. This approach maintains a balance between personalization and privacy, ensuring the response feels genuine while adhering to HIPAA regulations. 

If the reviewer’s name is available, use it. For example, “Dear Silvia, thank you for your feedback…” If their name is unavailable, address them as “Dear Valued Patient” or just start in with “Hello, thank you…”  Another option for a general but personal approach might look something like this, “Dear Reviewer, your experience is important to us, and we’d like to discuss it further…” 

These approaches personalize the response while maintaining professionalism and patient privacy. 

Best Practice 2: Say Thank You  

Expressing gratitude in response to negative situations can be a powerful tool for diffusing tension and turning a potentially damaging interaction into a positive one. When you thank a patient for their feedback, even if it’s critical, you acknowledge their effort to share their experience and show that you value their input. This simple act of appreciation can soften the emotional intensity of the situation, making the patient feel heard and respected. It shifts the focus from conflict to constructive dialogue, paving the way for resolution and improvement. 

Incorporating gratitude into your practice’s responses can have a lasting effect on your dental practice’s image. Patients and potential clients who see you handling criticism with grace and thankfulness are more likely to perceive your practice as professional, caring, and committed to continuous improvement.  

This approach not only helps to retain dissatisfied patients by showing them that their concerns are taken seriously, but it also builds trust and loyalty among the wider patient community. Over time, consistently expressing gratitude during challenging situations can establish your practice as one that values patient relationships, strengthening your reputation and attracting new patients.  

Best Practice 3: Apologize and Sympathize  

A sincere apology demonstrates accountability, empathy, and a genuine commitment to resolving the issue at hand. When a dental practice offers a heartfelt apology, it shows patients that their feelings and experiences are taken seriously, which can help to rebuild trust and mend relationships.  

A sincere apology also humanizes your practice, acknowledging that mistakes can happen but that the team is dedicated to making things right. This approach not only helps diffuse negative emotions but also reinforces the practice’s reputation for caring and ethical patient care, which promotes long-term success and patient loyalty. 

If possible, apologize without admitting fault or liability. Try expressing regret for the patient’s experience and showing empathy, without directly taking responsibility for the issue. You can do this by focusing on the patient’s feelings rather than the specifics of the situation. 

 For example, saying, “We’re sorry to hear about your experience and understand how frustrating that must have been,” acknowledges the patient’s distress without admitting any wrongdoing. You can also offer to discuss the matter privately to resolve their concerns, which shows your commitment to finding a solution while maintaining a neutral stance on fault. This approach allows you to address the patient’s dissatisfaction empathetically, while protecting your practice from potential legal implications. 

Best Practice 4: Take Responsibility  

Taking ownership when resolving issues demonstrates your interest in a proactive and responsible approach to addressing patient concerns. When a dental practice takes ownership, it shows that it is committed to understanding and solving the problem, which can improve patient trust and satisfaction.  

By acknowledging an issue and actively working to resolve it, the practice communicates that it values a patient’s experience and is dedicated to continuous improvement. 

This approach can transform negative experiences into positive outcomes by turning a dissatisfied patient into a loyal one. When patients see that their concerns are taken seriously and that the practice is willing to go the extra mile to address them, they often feel more respected and valued, leading to improved patient relationships, positive word-of-mouth, and a stronger overall reputation. Effectively managing and resolving complaints can also provide valuable insights for preventing future issues, contributing to better service and patient care. 

Best Practice 5: Make Things Right  

To make things right, you’ll have to employ a resolution strategy. For the best chance that the reviewer is receptive, follow these guidelines: 

• Begin by listening to the patient’s concerns without interrupting. Show empathy and understanding to make them feel heard and valued. 
• Recognize the patient’s feelings and validate their experience. An empathetic response like, “I understand why you’re upset,” can help diffuse tension and build rapport. 
• Gather all relevant information about the complaint, including speaking with involved staff and reviewing records. This can help you understand the root cause of the issue. 
• Provide a clear and honest explanation of what happened and how it will be addressed. Transparency helps build trust and demonstrates a commitment to resolving the issue. 
• Propose a practical resolution or compensation if appropriate. Ensure that the solution aligns with the patient’s expectations and is feasible for the practice. 
• After implementing a solution, follow up with the patient to ensure that they are satisfied with the outcome and to reaffirm their importance to the practice. 
• Use any feedback to identify areas for improvement in your processes or services. This proactive approach can prevent similar issues in the future and enhance overall patient satisfaction. 

Follow through on your promises. This is the only way to build and maintain trust. When promises are made, whether regarding appointments, treatment plans, or resolutions to complaints, patients rely on these commitments to be fulfilled.  

Failing to follow through can lead to dissatisfaction, erode trust, and damage the practice’s reputation. However, consistently honoring promises demonstrates reliability and integrity, reinforcing patient confidence and loyalty. It also helps foster a positive patient experience, leading to long-term success and patient retention. Ensuring that all commitments are met reinforces the practice’s credibility and supports a strong, trusting relationship with patients. 

Best Practice 6: Take the Issue Offline  

Moving a conversation offline may be appropriate when addressing sensitive issues, personal matters, or when HIPPA compliance is a concern and requires more detailed discussion or confidentiality. This transition should be made when a conversation involves specific patient information, complex issues that are difficult to resolve in public forums, or when the discussion needs a more personalized approach. 

To move a conversation offline, respond publicly with a brief acknowledgment of the issue and express a desire to resolve it further. For example, you might say, “Thank you for your feedback. We take your concerns seriously and would like to discuss this matter with you in more detail. Please contact us so we can address your concerns directly.” This approach shows that you’re taking the issue seriously while maintaining privacy and allowing for a more in-depth resolution. 

Best Practice 7: Ask for A Second Chance  

Inviting patients back and asking for another opportunity should ultimately be where your negative review response arrives. It demonstrates that your practice values their feedback and is committed to rectifying any issues. Offering to address their concerns and provide a better experience shows that you are dedicated to improving and that their opinions matter to you. 

This proactive approach not only helps rebuild the patient’s trust but also provides an opportunity to transform their negative experience into a positive one. If the patient’s subsequent visit meets or exceeds their expectations, they are more likely to update their review to reflect their improved experience.  

Positive reviews resulting from these follow-ups help to repair your practice’s reputation, attract new patients, and contribute to a stronger overall online presence. By demonstrating responsiveness and a willingness to improve, you can turn dissatisfied patients into loyal advocates for your practice. 

Implementing Preventative Measures for Future Complaints  

Using feedback for practice improvement is a proactive strategy that involves analyzing patient comments and complaints to enhance overall service quality. By systematically addressing feedback, a dental practice can identify and rectify recurring issues, refine processes, and better meet patient needs. This approach not only resolves immediate concerns but also contributes to long-term improvements in patient care and operational efficiency. 

Addressing the root causes of complaints provides long-term benefits. It helps prevent similar issues from arising in the future, leading to increased patient satisfaction and loyalty. By consistently improving based on feedback, your practice can enhance its reputation, reduce the likelihood of negative reviews, and attract new patients. Over time, this continuous improvement fosters a culture of excellence and responsiveness, solidifying the practice’s standing as a trusted and reliable dental care provider. 

Analyzing Feedback for Operational Improvements  

Beyond simply addressing feedback, it’s important to analyze trends for further action. You’ve got to have a strategy in place for collecting and organizing all this data.  

Follow these steps for reviewing and categorizing received feedback: 

• Gather feedback from online reviews, patient surveys, social media, and direct communications. Ensure all feedback is collected in a central location for consistency. 
• Categorize the feedback by type (e.g., service quality, wait times, staff behavior) and source (e.g., online reviews, in-office comments). This will help with managing and analyzing the data. 
• Review the categorized feedback to identify common themes or recurring issues. Look for patterns in the complaints and suggestions to determine areas needing improvement. 
• Assess the impact and frequency of the issues. Prioritize them based on their significance to patient satisfaction and the feasibility of addressing them. 
• Create specific action plans to address prioritized issues. Assign responsibilities, set deadlines, and outline steps for implementing improvements. 
• Track the implementation of action plans and monitor the effectiveness of changes. Regularly review new feedback to ensure that the issues are being resolved and that no new problems are emerging. 
• Share findings and improvements with the team to foster a culture of transparency and continuous improvement. Communicate changes to patients when appropriate to show responsiveness. 

Identifying patterns in negative reviews involves analyzing multiple reviews to detect recurring issues or themes. Here’s how to do it effectively: 

• Collect all negative reviews from various platforms and compile them into a single dataset. This can be done manually or through review management tools that aggregate feedback. 
• Sort the reviews into categories based on the type of issue mentioned. This helps with organizing the data and making patterns more apparent. 
• Look for common phrases, keywords, or specific complaints across reviews. Note if certain issues are frequently mentioned or if there are recurring themes related to the same aspect of the practice. 
• Count how often each type of issue or theme appears. This helps you identify which problems are most prevalent and need urgent attention. 
• Evaluate the impact of these patterns on overall patient satisfaction. Consider how frequently issues are mentioned and how they might affect patient perception and experience. 
• Compare the identified patterns with internal records or staff feedback to validate if the issues are genuinely occurring and to understand the context better. 

By systematically identifying and analyzing patterns in negative reviews, you can pinpoint key areas for improvement, address persistent problems, and enhance overall patient satisfaction. 

Training Staff on Enhanced Patient Communication Techniques  

Well-trained staff can deliver high-quality service, communicate effectively with patients, and handle challenging situations with professionalism. With a team that’s knowledgeable, courteous, and responsive, patients are more likely to have positive experiences, reducing the likelihood of dissatisfaction and negative feedback. Training ensures that all staff members are aligned with the practice’s standards and are equipped to provide exceptional care, which directly impacts patient satisfaction and retention. 

To create a patient-centric culture in the office you can try to encourage staff to take ownership of the patient experience by involving them in discussions about patient care, feedback, and improvements. Empower them to make decisions that enhance patient satisfaction. 

Train staff to actively listen to patients, address their concerns empathetically, and provide clear explanations about procedures, treatments, and costs. Good communication is key to building trust and ensuring patients feel valued. 

Create a welcoming and comfortable environment in the office. Ensure that staff are attentive to patient needs, from minimizing wait times to offering amenities that make the visit more pleasant. 

Regularly gather and review patient feedback and use it to make informed improvements in the practice. Encourage staff to participate in ongoing training and development to keep skills sharp and stay updated on best practices. 

Leadership should model a patient-centric approach, demonstrating a commitment to patient care in every interaction. When leaders prioritize patient satisfaction, it sets the tone for the entire practice. 

By focusing on staff training and fostering a patient-centric culture, a dental office can create positive experiences that not only prevent negative reviews but also build a strong and loyal patient base. 

Engaging With Positive Feedback to Balance Perspectives  

There’s no better way to suppress the impact of negative reviews than to shift the balance by outnumbering them with positive ones. Positive reviews provide a perspective that showcases the strengths of a dental practice. When potential patients see a mix of reviews, a higher volume of positive feedback can reassure them that the negative experiences are exceptions rather than the norm. Positive reviews highlight the quality of care, professionalism, and patient satisfaction, which can mitigate the impact of a few negative comments. 

A strong collection of positive reviews enhances the overall rating of the practice, making the negative reviews less influential. They also contribute to the practice’s credibility and online presence, improving search engine rankings and attracting more patients. By consistently encouraging satisfied patients to leave reviews, your practice can create a buffer against the occasional negative feedback, ensuring that the overall perception remains favorable. 

Highlighting Positive Testimonials on Platforms  

Showcasing positive reviews through testimonials and marketing materials can boost a dental practice’s credibility and appeal to potential patients. One effective strategy is to create a dedicated testimonials page on your website. You can feature a curated selection of glowing reviews from satisfied patients, including their first names (with permission) and specific details that highlight what they appreciated most about their experience.  

Personal stories and detailed accounts help build trust and make the testimonials more relatable to prospective patients. Additionally, consider embedding these testimonials throughout your website, such as on the homepage or service-specific pages, to reinforce positive patient experiences at every touchpoint. 

Another powerful way to showcase positive reviews is through social media and email marketing. Regularly sharing patient testimonials on social media platforms like Facebook, Instagram, or LinkedIn can engage your audience and increase your practice’s visibility. Create visually appealing posts by pairing review snippets with patient photos (with consent) or attractive graphics to capture attention. Similarly, including a “Patient Spotlight” or “Review of the Month” section in your email newsletters can keep your patient base informed about the positive experiences others are having at your practice. 

 In-office displays, such as digital screens in the waiting area, can also feature rotating reviews, reinforcing confidence in your services while patients wait. Integrating positive reviews into printed marketing materials like brochures or direct mail campaigns can extend your practice’s reach and strengthen your reputation in the community. 

Encouraging Satisfied Patients to Share Their Experiences Online  

Encouraging reviews from happy patients in an ethical manner helps to maintain the integrity of your dental practice’s reputation. Start by asking for reviews at appropriate moments, such as after a successful treatment or when a patient expresses satisfaction with their care. A simple, genuine request like, “We’re glad you had a positive experience. If you don’t mind, we’d appreciate it if you could share your thoughts in a review,” is both respectful and effective. 

Providing patients with an easy way to leave a review is another ethical strategy. You can send a follow-up email or text message with a direct link to your preferred review platform, such as Google or Yelp. This makes the process convenient for the patient, increasing the likelihood that they will follow through. Also, consider placing review request cards in your office with QR codes that direct patients to your review page. 

Avoid offering incentives or rewards in exchange for positive reviews, as this can be seen as manipulative and may violate the terms of service of many review platforms. Instead, focus on creating an environment where patients feel genuinely motivated to share their experiences. Remind them that their feedback helps you improve and allows others to make informed decisions about their dental care. 

Finally, make sure to respect patient privacy and confidentiality in all interactions related to reviews. If a patient agrees to leave a review, ensure that no personal health information is disclosed in your online responses or in how the review is presented. By encouraging reviews ethically, your practice can build a trustworthy online presence that accurately reflects the quality of care you provide. 

Leveraging Negative Reviews to Improve Practice Reputation  

Turning negatives into positives is a powerful approach where challenges or setbacks, such as negative reviews, are used as opportunities for growth and improvement. Handling negative reviews effectively can enhance your reputation. When a practice responds to criticism with professionalism, empathy, and a commitment to resolving the issue, it not only addresses the immediate concern but also demonstrates a high level of care and accountability to current and prospective patients. 

By publicly acknowledging the feedback and showing a willingness to make things right, you can transform a potentially damaging situation into a positive one. This approach not only helps to rebuild trust with a dissatisfied patient but also signals to others that your practice values patient experiences and is dedicated to continuous improvement. Over time, consistently managing negative reviews in this manner can strengthen your practice’s reputation, highlighting your commitment to excellence and patient satisfaction. 

Turning Criticism into Opportunities for Public Improvement Announcements  

Publicly announcing improvements based on patient feedback is one way you can show that your practice values patient input and is committed to continuous improvement. You can communicate through your website, social media platforms, email newsletters, and even in-office communications. 

• Create a dedicated section on your website, such as a “What’s New” or “Patient Feedback” page, where you regularly share updates on improvements made based on patient suggestions. Detail specific changes, such as new equipment, enhanced services, or streamlined processes, and explain how these changes address patient concerns. 
• Use your social media channels to post about the improvements. Share before-and-after scenarios or stories highlighting how patient feedback led to positive changes. Engaging visuals, such as photos or videos, can help convey the message more effectively and encourage patient interaction. 
• In your regular email newsletters, include a section dedicated to “Improvements Inspired by You.” This can feature a brief summary of the feedback received and the steps your practice has taken to address it. Personalizing the message with a thank-you note to patients who provided feedback can further enhance engagement. 
• Use posters, digital screens, or brochures in your waiting area to inform patients about recent improvements. This not only keeps current patients informed but also shows new patients that your practice is responsive and dedicated to excellence. 
• If a specific patient’s feedback led to a significant change, consider sending them a personalized thank-you note or email to acknowledge their contribution. This personal touch can strengthen patient loyalty and encourage further positive interactions. 

By publicly announcing improvements based on patient feedback, you demonstrate transparency, responsiveness, and a genuine commitment to enhancing patient care. This approach not only builds trust but also encourages ongoing feedback, fostering a culture of continuous improvement within your practice. 

Showcasing Commitment to Continuous Improvement Through Actions Taken  

After promising improvements, you must follow throughto maintain trust and credibility with patients. When your practice commits to making improvements based on patient feedback, it sets an expectation that those changes will be implemented. If these promises are not fulfilled, it can lead to disappointment, erode patient trust, and potentially result in further negative feedback. Conversely, when a practice consistently delivers on its promises, it strengthens patient relationships and demonstrates reliability. This not only enhances patient satisfaction but also solidifies the practice’s reputation as a trustworthy and responsive provider. 

Here are a few ways you can document and share improvements: 

• Create before-and-after comparisons showcasing a new process, upgraded equipment, or an improved patient experience. Share these visuals or detailed descriptions on your website, in newsletters, or on social media to clearly illustrate the improvements made. 
• Develop case studies that detail specific instances where patient feedback led to significant changes. For example, if patients expressed concerns about long wait times, you could create a case study showing how you streamlined scheduling processes to reduce these times. Share the stories in blog posts, on social media, or in print materials. 
• Create short videos featuring staff or patients discussing the improvements made. This could include interviews with staff explaining how changes have improved their workflow or patient testimonials about their enhanced experiences. Videos can be shared on your website, YouTube, and social media channels. 
• Issue a formal announcement in a newsletter or a press release, detailing the changes made and the impact these improvements have had on patient care. This is particularly effective for significant upgrades, such as new technology or expanded services. 
• Use posters, brochures, or digital screens within your practice to highlight recent improvements.  

Monitoring Online Presence Regularly for Swift Response  

Responding to reviews right away helps maintain a strong online reputation and demonstrates that your dental practice values patient feedback. When you respond promptly, especially to negative reviews, it shows that you are attentive, caring, and committed to resolving any issues. This quick action can help mitigate the impact of a negative review by addressing the concerns before they escalate, potentially turning a dissatisfied patient into a loyal one. 

Timely responses to positive reviews also reinforce a sense of appreciation and engagement. Acknowledging a patient’s positive experience shortly after they post a review strengthens their connection to your practice and encourages others to share their feedback as well. In today’s digital age, where patients expect rapid communication, a prompt response can go a long way to enhance your practice’s reputation and foster trust among current and potential patients. 

There are a variety of tools that can help you monitor online reviews across multiple platforms. Here are a few: 

• BirdEye – A comprehensive review management tool that allows you to monitor and respond to reviews from various platforms like Google, Yelp, and Facebook in one place. 
• Podium – This tool helps businesses gather, manage, and respond to online reviews from multiple platforms, while also offering features for messaging and customer interaction. 
• Reputation.com – A robust platform that provides tools for monitoring, managing, and improving online reviews and overall online reputation across numerous review sites. 
• Hootsuite – Primarily a social media management tool, Hootsuite can also track mentions and reviews on social platforms like Facebook and Instagram, allowing for quick responses. 
• Google Business – Specifically for managing and monitoring reviews on Google, which is critical for local businesses like dental practices. 

Conclusion  

Managing online reviews takes time, which isn’t always in abundance for a busy practice. But ProSites can help. Our  

Our Reputation Management solution can ensure that important responses aren’t overlooked.  

It’s a cost-effective way to manage your reputation and build patient trust and confidence.  

Find out more about why 15+ dental associations trust us to help practices thrive.  
Contact us today to request a free consultation.