Free templates · Dental & Medical Clinics

How to respond to a negative review for a dental practice.

Patients weigh reviews heavily when choosing a practice — a professional, reassuring reply matters as much as the clinical care itself.

"Waited almost an hour past my appointment time."

Wait time complaint

Hi [Name], thank you for your patience that day, and I'm sorry for the wait — that's longer than we ever want a patient sitting. We're looking at our scheduling to avoid this going forward. If you'd like to discuss this further, please contact us at [contact]. — [Practice Name]

"Treatment was fine but the billing was confusing and no one explained the costs upfront."

Billing/communication complaint

Thank you for the feedback, [Name] — clear costs upfront matter to us, and I'm sorry that wasn't your experience. Please get in touch at [contact] so we can go through your bill together and make sure everything's clear. — [Practice Name]

"Reception was difficult to get through to on the phone."

Communication/access complaint

Hi [Name], sorry you had trouble reaching us — that's frustrating when you need an appointment sorted. We're reviewing our phone coverage to make sure patients get through more easily. Please try [contact] and we'll get you seen to. — [Practice Name]

The playbook

The 4-part structure behind every good reply.

1. Thank them

Even a critical review is feedback — thank them for taking the time, without sounding sarcastic or defensive.

2. Acknowledge specifically

Reference the actual issue they raised. Generic replies read as dismissive, even when well-intentioned.

3. Take it private

Invite them to continue by phone or email for anything detailed — the public reply stays short and calm.

Questions

Everything you might be wondering.

How do I respond to a negative review for my dental practice? +

Thank the reviewer, acknowledge the specific issue they raised without being defensive, briefly note what you're doing about it, and invite them to continue privately. Keep the public reply short and calm.

Should every dental practice respond to negative reviews? +

Yes — a prompt, professional reply shows future customers the business takes feedback seriously, which matters as much as the original review itself.

Or skip picking a template entirely

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Last updated: 1 August 2026