In today’s digital age, patient reviews and feedback are taken very seriously when someone is looking up your clinic. Feedback holds great power in shaping the reputation of your practice, that’s why you have to be on top of the game. This blog aims to provide dentists with practical tips and even examples on how to respond to patients who provide feedback, whether positive or negative, after being treated at your clinic.

1. Embrace the positives; having someone comment positively on the service your clinic provided or make a positive testimonial should not be ignored or taken for granted. Positive feedback need to be responded to. A simple thank you goes a long way. Express how grateful you are for the review and appreciate the time they had taken to write it, even if it was just a rating. Still their feedback needs to be acknowledged.

Example; “Thank you Sara for your generous review. We are happy to hear about your pleasant experience at (name of your clinic). We appreciate your trust and wish you well.”

2. Handle negative reviews carefully; negative reviews are disturbing, at times overwhelming and definitely annoying. However, they can also be an opportunity for improvement, and growth, when handled correctly. The negatives should never be ignored or even deleted. If you do so, you’ll instantly lose credibility. It’s crucial to respond to negative feedback with professionalism and empathy. Show that you understand the patient’s distress and that you want to improve the situation. Avoid getting defensive or engaging in a heated argument, as this may escalate the situation. Instead, invite the patient to discuss the matter further offline to address their concerns privately.

Example; “Sara, we’re sorry to hear about your less-than-ideal experience at our clinic. We apologize for any discomfort or inconvenience you faced. Your oral healthcare is essential to us, that’s why we suggest we address your concerns privately and to schedule an appointment to come again so we are able to better serve you.”

3. Encourage open dialogue; every review is an opportunity to and open discussion with your patients. Whether it’s a positive or negative review, cease the opportunity to engage with your patients. Our world has become digital and this is how people interact, and you do want to interact with your patients to retain them. Just remember to always be professional, empathetic and clear with your responses.

4. Be swift; responding to feedback in a quick manner is highly appreciated by patients. This demonstrates organization within your clinic and that you and your team have an eye out on everything. Do not let a review, comment or question go unanswered for more than 24 hours. This can be achieved through standardizing responses and hiring someone specifically for moderating your social media accounts and maintaining proper engagement with your patients and audience.

Reviews have become a huge part of a clinic’s existence, no doubt, that’s why you need to embrace this new means of marketing and learn how to grow and improve your practice through it. Learn how to tackle the above four techniques and watch your dental practice thrive.