1) Quick, glowing 5 star review (short & sweet)

Public reply (copyable):

Hi [First name], thank you so much for the kind words! We’re thrilled you and your family had a great visit. We’ll pass this on to [Dr. LastName] and the team. See you at the next checkup! [Practice Name] Team

Private follow-up (optional):

Hi [First name], thanks again for leaving a review, would you be willing to add a photo or short video for our page? Totally optional, but it helps parents. If yes, here’s a secure upload link: [secure link].

Note: No PHI, no specifics. Perfect for quick public praise.

2) Long, detailed positive review (mentions staff by name)

Public reply:

Wow thanks, [First name]. Hearing that [Staff member] made the appointment easier for your child means a lot. We’ll share this with the team. If there’s anything we can do next time to make visits even smoother, let us know. [Practice Name]

Private follow-up:

Hi [First name], we’re so glad [Staff member] helped would you mind if we highlight your quote on our website (first name only)? If yes reply “OK” and we’ll handle the rest.

Note: If the reviewer describes very specific treatments (e.g., “root canal last Tuesday”), still avoid confirming treatment publicly, your reply above stays generic.

3) 3 star neutral review (mentions long wait time)

Public reply:

Hi [First name], thanks for sharing this we appreciate the feedback. We’re sorry you experienced a long wait. That’s not the experience we aim to provide. Would you mind calling our office at [phone] so we can review the visit and make it right? [Practice Name]

Private follow-up (phone script):

Hi [First name], this is [Your name] from [Practice]. I saw your review and I’m really sorry about the wait. Can you tell me the date/time you came in? We want to understand what happened and prevent it next time. Also, can we schedule a follow-up so we can make it up to your family?

Note: Transfers to phone preserve privacy, let you collect PHI securely.

4) Negative review about clinical care (patient says “dentist did X wrong”)

Public reply (HIPAA-safe):

Hi [First name], we’re sorry to hear about your experience and we take concerns like this seriously. To protect your privacy, please contact our office manager at [phone] or email [secure email] so we can review your visit and address it properly. We want to help. [Practice Name]

Private follow-up (script + documentation):

Hello [First name], this is [Compliance Officer]/[Office Manager]. We received your review and would like to speak about the clinical details so we can investigate. If you prefer, we can schedule a secure telehealth/phone call. May I confirm your full name and date of visit?

Escalation note: If the review alleges malpractice, immediately notify your risk manager and legal counsel before substantial public replies.

5) Review that includes PHI in the reviewer’s comment (e.g., “They told me my child has gingivitis”)

Public reply:

Hi [First name], thanks for sharing. We want to respect your privacy, please call us at [phone] or email [secure email] so we can address your concerns securely and privately. [Practice Name]

Private follow-up:

Hi [First name], this is [Office Manager]. We received your message and your comment referenced medical details. We’ll need to speak privately to review your child’s chart and discuss options. When is a good time to call?

Note: Don’t repeat PHI publicly; moving to private channel is required.

6) Billing or insurance dispute review

Public reply:

Hi [First name], thank you for letting us know. We’re sorry for the billing confusion, please call our billing team at [billing phone] or email [billing email] and we’ll look into your account and clarify everything. [Practice Name] Billing

Private follow-up (script):

Hi [First name], I’m [Billing Rep]. I have your account pulled up may I confirm the date of service and insurance details so I can explain the charges and check for errors?

Note: Public reply keeps it non-specific, then you confirm PHI in private.

7) Angry reviewer threatening to sue / claims of negligence

Public reply:

Hi [First name], we’re very sorry you feel this way. This matter sounds serious and we’d like to address it directly. Please contact our office manager at [phone] or email [secure email] to discuss offline. We’ll do our best to help. [Practice Name]

Private follow-up:

Contact legal counsel and risk management immediately. Don’t alter or delete records. Follow your legal team’s instructions for communication and documentation.

Escalation note: Never admit fault in public. Direct to private channel and notify legal.

8) Review that’s clearly fake / reviewer is anonymous and seems spammy

Public reply:

Hi, we’re sorry to hear you had an issue. We can’t find any record of a visit with that name. Please contact us at [phone] or [secure email] so we can investigate. [Practice Name]

Internal steps:

• Check the practice management system for matching names/dates.

• If it’s spam or violates platform policy, flag it to the platform (e.g., Google or Yelp). Google has a process to report fake reviews via the Google Business Profile dashboard.

9) Review praising a specific clinician (doctor or hygienist)

Public reply:

Thank you so much, [First name]. We’ll pass this on to [Dr. LastName] the whole team will be thrilled. We appreciate you taking the time to share this. [Practice Name]

Private follow-up:

Consider sending a thank you note to the clinician mentioned and maybe highlight the review in your internal newsletter.

Note: No PHI, great PR. Ask for permission if you want to feature the reviewer’s quote on your site.

10) Review that contacts you about removing PHI accidentally shared in a review (e.g., patient left very specific health info)

Public reply:

Hi [First name], thanks for reaching out, we’re sorry this happened. To protect your privacy, please call us at [phone] or email [secure email] so we can confirm details and advise on next steps. [Practice Name]

Private follow-up (recommended steps):

1. Ask the reviewer to remove sensitive details or request the platform remove the review if it contains PHI.

2. If you need to provide instructions, do so in private and document everything.

3. If there’s an alleged HIPAA breach from your side, follow your breach response plan and notify the compliance officer.

Reference: HHS breach notification guidance for internal policy.

11) Review complaining about appointment scheduling / cancellation policy

Public reply:

Hi [First name], we’re sorry scheduling didn’t go smoothly. We value your time, please call [phone] so our team can help find a better appointment time and review our cancellation policy with you. [Practice Name]

Private follow-up:

When you call, have your appointment date/time handy so we can quickly pull the record and help.

Note: Keep public reply supportive and offer a direct phone solution.

12) One line negative review with zero detail (worst experience)

Public reply:

Hi [First name], we’re sorry you had a poor experience. We’d like to learn more so we can improve, please call our office at [phone] or email [secure email] with details and we’ll follow up promptly. [Practice Name]

Private follow-up:

If no contact is made within a week, follow up with a private outreach, sometimes people forget to reply, or the issue was unintentional.

13) Review alleging staff rudeness

Public reply:

Hi [First name], thank you for letting us know. We take patient experience seriously and we’re sorry your visit wasn’t welcoming. Please call [phone] or email [secure email] so we can address this directly and take appropriate steps. [Practice Name]

Private follow-up:

If verified, follow your HR/staff coaching procedures. Document the complaint, interview relevant staff, and make corrective actions as needed.

14) Review asking for a refund or financial adjustment (threatening negative post)

Public reply:

Hi [First name], we’re sorry for the frustration. Our billing team would like to review your account with you, please contact [billing phone] or [billing email] and reference your review so we can help resolve it. [Practice Name]

Private follow-up (script):

Hi [First name], we’d like to review your charges and any possible adjustment. Can you confirm date of service and your name so we can pull the record?

Note: Keep public reply non committal and move to private.

15) Thank-you response to a 5-star review where reviewer also tagged the team on social media

Public reply:

Thank you, [First name]! We loved seeing your post and we’re so glad your child had a great visit. We appreciate you tagging us it helps other parents find care. [Practice Name]

Private follow-up:

Consider sending a tiny thank you gift or discount to show appreciation, if your policies allow.

16) Long-time patient leaves a sweet “been coming here for years” review

Public reply:

Hi [First name], wow thank you for trusting us for so many years! We’re so grateful for patients like you who’ve been part of our journey. The whole team appreciates it. [Practice Name]

Private follow-up:

Send a handwritten thank you card or loyalty discount (no PHI, just gratitude). It means a lot when legacy patients leave a review.

17) Reviewer praises your dental assistant by name

Public reply:

Thanks so much, [First name]! [Assistant Name] will be thrilled to hear this, she takes patient comfort seriously. We’ll be sure she sees your message. [Practice Name]

Private follow-up:

Internally: share in team meeting or staff Slack. Those little mentions boost morale more than you’d think.

18) Review from a parent mentioning how their kid “finally liked the dentist”

Public reply:

This makes our day, [First name]! Helping kids feel comfortable is everything to us. We’ll let the team know your child had a good visit. [Practice Name]

Private follow-up:

If the parent gave permission to post, you can share their quote on social media with their consent. Check Colgate Professional’s patient privacy tips before posting.

19) Review mentioning post treatment pain (“My tooth still hurts”)

Public reply:

Hi [First name], we’re sorry you’re in pain. Please call us at [phone] so we can check in privately, we want to make sure you’re okay. [Practice Name]

Private follow-up:

Contact ASAP, document everything, schedule a re-evaluation. Never discuss symptoms publicly.

Note: Don’t say “we remember your procedure” that confirms treatment = PHI risk.

20) Review compares your clinic to another dental office

Public reply:

Hi [First name], we appreciate your feedback. Every patient’s experience is unique, and we’d love a chance to discuss yours privately. Please call [phone] so we can talk more. [Practice Name]

Private follow-up:

Stay professional no shade toward competitors. Just listen, resolve, move on.

21) Review from a new patient frustrated with first visit

Public reply:

Hi [First name], we’re sorry your first experience didn’t meet expectations. We’d like to review what happened and make it right, please call [phone] or email [secure email]. [Practice Name]

Private follow-up:

Ask about scheduling, insurance, and communication gaps, new patient friction is usually fixable.

22) Review mentions insurance claim delay or denial

Public reply:

Hi [First name], thank you for sharing this. We understand insurance issues can be frustrating. Please reach out to our billing support at [billing email] so we can look into your claim privately. [Practice Name]

Private follow-up:

Review with billing lead. Sometimes a quick re-submission fixes everything.

Reference: ADA Dental Insurance Claim Submission Guide.

23) Review compliments your hygienist or cleaning service

Public reply:

Thanks, [First name]! We’re thrilled to hear you enjoyed your cleaning. I’ll make sure [Hygienist Name] sees your message, she’ll love it! [Practice Name]

Private follow-up:

Internally highlight hygienists who get reviews use those to motivate other team members.

24) Review praises your emergency appointment service

Public reply:

Hi [First name], we’re glad we could help in a pinch. Our team tries to leave space for urgent appointments, so we’re happy it worked out. Thanks for sharing! [Practice Name]

Private follow-up:

Add reviewer to your “priority recall list” emergencies who had good outcomes often become lifelong patients.

25) Review complaining about front desk communication

Public reply:

Hi [First name], thank you for letting us know. We’re sorry communication fell short, that’s something we’re actively improving. Please call [manager name] at [phone] so we can go over this together. [Practice Name]

Private follow-up:

Review call scripts and retrain if necessary. Reference HIPAA Journal’s communication do’s/don’ts for patient-facing interactions.

26) Review says “staff seemed rushed”

Public reply:

Hi [First name], thank you for sharing your experience. We’re sorry if things felt rushed, we always want every patient to feel cared for. Please reach out at [phone] so we can discuss. [Practice Name]

Private follow-up:

Talk to the clinical lead about scheduling balance. Sometimes overbooking causes this.

27) Review says “I couldn’t get through on the phone”

Public reply:

Hi [First name], we’re sorry for the phone troubl, that’s frustrating. We recently updated our phone system, so please try again or email [secure email] and we’ll call you back right away. [Practice Name]

Private follow-up:

Actually test your phone menu weekly. People hate complicated IVRs.

28) Review complaining about cost of treatment

Public reply:

Hi [First name], thank you for sharing your thoughts. We understand dental costs can be a concern. Please reach out to our financial coordinator at [email] so we can review your options privately. [Practice Name]

Private follow-up:

Always handle cost discussions offline. If needed, reference your payment plan policy.

29) Review saying “they canceled my appointment last minute”

Public reply:

Hi [First name], we’re really sorry your appointment was canceled unexpectedly. That’s never our goal, please call [phone] so we can reschedule at your convenience. [Practice Name]

Private follow-up:

Review staff notes to confirm why cancellation happened (equipment, emergency, etc.). Keep your tone understanding, not defensive.

30) Review complimenting your pediatric environment (fun, gentle, colorful)

Public reply:

Aww, thank you [First name]! We’re so glad your little one enjoyed our space. Our team works hard to make dental visits fun (and a little less scary). Hope to see you both again soon! [Practice Name]

Private follow-up:

Add parent to your patient appreciation mailing list or invite to a “kids’ dental day” event.

31) Review about post-procedure anxiety or discomfort

Public reply:

Hi [First name], we’re sorry you’ve been anxious after your visit. Please reach out to [secure email] so we can talk through what you’re feeling privately. [Practice Name]

Private follow-up:

Compassion matters here. Often just reassurance + follow-up call helps.

32) Review from family member (e.g., “I took my dad here”)

Public reply:

Hi [First name], thanks for sharing. We’re happy your family had a good experience. Please thank your dad for trusting us with his care. [Practice Name]

Private follow-up:

Don’t confirm treatment or patient name publicly; family context is fine.

33) Review from a patient with dental phobia

Public reply:

Thanks for sharing, [First name]! We know dental visits can be stressful, so we’re really glad you felt comfortable here. Hope to see you again soon. [Practice Name]

Private follow-up:

Invite them to join your “gentle care” recall group, patients with anxiety need special reminders.

34) Review mentioning cleanliness or hygiene

Public reply:

Hi [First name], thank you for noticing! We’re committed to keeping everything spotless and safe. Appreciate you taking time to mention it. [Practice Name]

Private follow-up:

Use reviews like this in infection control training. Great morale booster.

Reference: CDC Dental Infection Prevention Guidance

35) Review where patient says “they overcharged me”

Public reply:

Hi [First name], we’re sorry for the billing concern. Please contact our billing support at [email] or [phone] so we can review your account details privately. [Practice Name]

Private follow-up:

Verify insurance codes, confirm pre-estimates. Keep receipts for audits.

36) Review praising how “kid loved the stickers / toy area”

Public reply:

Thanks, [First name]! We’re so glad your child liked the stickers it’s the little things, right? We’ll keep the prize box stocked! [Practice Name]

Private follow-up:

Note what detail kids love, use it in social media posts (“Our sticker wall = fan favorite!”).

37) Review mentioning long wait for x-rays

Public reply:

Hi [First name], thank you for your patience, we’re sorry the x-rays took longer than expected. Please call [phone] so we can talk more about your visit and how to improve it. [Practice Name]

Private follow-up:

Review x-ray workflow. Sometimes tech or software updates slow it down.

38) Review praising flexible scheduling / after-hours availability

Public reply:

Thanks, [First name]! We know families are busy, so we try to keep flexible hours. Glad it worked for you! [Practice Name]

Private follow-up:

Ask if you can share that line on your site’s “After Hours Dentistry” page. Great marketing.

Reference: Google Business Profile Help on updating business hours

39) Review mentioning “bad music / noisy waiting area” (yep, real thing)

Public reply:

Hi [First name], haha noted! Sorry the tunes weren’t your vibe. We’ll review our playlist and see what we can tweak. Appreciate the honest feedback. [Practice Name]

Private follow-up:

Adjust your waiting room environment, sound matters more than you think.

40) Review complimenting your technology (“cool 3D x-ray machine!”)

Public reply:

Thanks, [First name]! We love using tech that makes care faster and more comfortable. Appreciate you noticing! [Practice Name]

Private follow-up:

Use this for marketing, highlight the equipment on your website. Link out to Dental Economics for tech upgrade ROI tips.