Every dental practice—no matter how exceptional—will eventually face a negative online review.

It could be from a patient who misunderstood their insurance, didn’t like their bill, had an off day, or even someone who wasn’t a patient at all. Regardless of how unfair or untrue the comment is, how you respond matters far more than the review itself.

And here’s the tricky part: You can’t just say whatever you want.
As a healthcare provider, your responses are legally limited by HIPAA, even if the patient discloses personal details in their review.

So how do you manage negative feedback gracefully, legally, and strategically?

Let’s break it down.

First: Understand What You Can’t Say (Thanks, HIPAA)

HIPAA (Health Insurance Portability and Accountability Act) prohibits you from disclosing any protected health information (PHI)—even in self-defense.

That means you cannot:

• Confirm the person is your patient

• Mention dates of service, treatment, insurance issues, or clinical decisions

• Post records or screenshots

• Say “You were late,” “You didn’t pay,” or “We offered alternatives”

Even if the patient openly shares this info in their review, you are still bound by privacy laws.

Rule of thumb: If your response confirms or implies a patient-provider relationship or discusses anything clinical or financial—it’s a HIPAA risk.

What You Can Say in Response

You can still respond professionally, protect your reputation, and even turn the situation around—without violating privacy.

Here’s how:

1. Keep It General and Gracious

Respond in a way that shows you're listening, but doesn’t confirm the reviewer’s identity.

Example:
“We’re sorry to hear you had a less-than-positive experience. At our office, we strive to provide exceptional care and service to every patient. We take all feedback seriously and would love the opportunity to speak with you directly to better understand your concerns.”

This shows prospective patients that you're calm, professional, and care about service—without revealing anything private.

2. Invite Them to Contact You Privately

Don’t argue publicly. Move the conversation offline.

Example:
“We’d appreciate the opportunity to speak with you directly so we can address your concerns in more detail. Please feel free to contact our office at [phone number] or email us at [email address].”

This shows responsiveness, while keeping sensitive details out of public view.

3. Never Take the Bait

Even if the review is exaggerated, false, or from someone who never visited your practice—don’t get defensive or emotional.

Avoid:

• “That’s not what happened.”

• “You’re lying.”

• “You never even showed up.”

• “We told you ahead of time about your bill.”

Instead, focus on tone and reputation, not the facts of the case.

Proactive Tips to Prevent and Dilute Bad Reviews

1. Ask Happy Patients to Leave Reviews

Often the best way to fight a bad review is to flood your profile with good ones. Ask satisfied patients to leave feedback immediately after a positive visit.

Use:

• QR codes at checkout

• Follow-up texts or emails with review links

• In-office signage that says: “Love your visit? Let us know with a quick Google review!”

2. Treat Every Complaint Seriously (Even Silent Ones)

Sometimes a patient won’t complain in person, but will online. Train your team to:

• Listen for hesitation during visits

• Address billing confusion right away

• Ask at checkout: “Were you happy with today’s visit?”

3. Claim and Monitor All Review Sites

Make sure your profiles on Google, Yelp, Facebook, and Healthgrades are claimed and monitored regularly. Set up alerts so you can respond quickly and stay in control of your reputation.

When to Remove or Report a Review

While you can’t remove most reviews, some platforms will delete them if they:

• Include profanity, hate speech, or threats

• Come from people who were never patients

• Violate content guidelines

You can flag or report reviews to Google or Yelp, but removal is never guaranteed—so your response is your best line of defense.

Final Thoughts

Yes, bad reviews sting—especially when they’re unfair. But handled correctly, they’re also an opportunity to show the world that you’re calm, ethical, and dedicated to great care.

Stay professional. Stay HIPAA-compliant. And let your excellent service and strong reputation speak louder than a single angry comment.

Benjamin Tuinei

Founder - Veritas Dental Resources, LLC
Phone: 888-808-4513

Services:
PPO Fee Negotiators | PPO Fee Negotiating | Insurance Fee Negotiating
Insurance Credentialing | Insurance Verifications

Websites:
www.VeritasDentalResources.com | www.VerusDental.com