How to reply to a negative Google review as a dental clinic (with examples)
One unhappy review can sit at the top of your Google profile for months. You can't delete it, but you can turn it into proof that your clinic listens. Here is a simple method that works, plus replies you can adapt today.
Why your reply matters more than the review
People who are choosing a dentist read the bad reviews first, then read how the clinic responded. A short, kind, professional reply tells them: if something goes wrong here, they'll fix it. Silence or an angry reply tells them the opposite.
The 4-part reply
- Thank them for the feedback, even if it stings.
- Apologise for how they feel, without admitting details in public.
- Say one concrete thing you're doing (for example, reviewing how you schedule).
- Move it offline with a direct phone number or email for the manager.
The privacy trap
Never confirm that the reviewer is a patient, and never mention their treatment, even to defend yourself. "As we explained during your root canal" can break privacy rules such as GDPR and HIPAA. Keep it general: "For privacy reasons we can't discuss details here, but our manager would be glad to speak with you."
Example replies
Waiting time: "We're sorry for the wait. We know how frustrating that is. We're reviewing how we schedule appointments, and we'd welcome a call so we can hear more."
Price: "We're sorry for any confusion about costs. We always want prices to be clear before any work starts. Please call us at [phone] so we can go through it together."
Bad experience: "We're very sorry to read this. We take all feedback seriously and would like to understand what happened. Please contact our clinic manager at [phone/email]."
What not to do
- Don't argue or correct the reviewer in public.
- Don't copy-paste the same reply on every review.
- Don't offer discounts or gifts for changing a review.
- Don't wait weeks. Reply within 48 hours.
Want all 50 replies?
We've written 50 privacy-safe replies for every kind of review, from five-star thank-yous to the hardest complaints. Download them free below.