Negative dental review response examples that protect patient privacy
A harsh review makes you want to set the record straight. In a dental office, that instinct is the risk. Practices have paid federal penalties and settlements after replies to negative reviews disclosed patient information. The examples below let you respond publicly while keeping every detail private.
Why the urge to explain is the danger
The HHS Office for Civil Rights imposed a $50,000 civil money penalty on Dr. U. Phillip Igbinadolor, D.M.D. & Associates, P.A., a North Carolina dental practice, that “impermissibly disclosed a patient's PHI on a webpage in response to a negative online review.” (HHS: Dr. U. Phillip Igbinadolor, D.M.D. & Associates, P.A.)
A California practice paid $23,000 and agreed to a corrective action plan after a complaint that its review replies included “patient names, treatment, and insurance information.” (HHS: New Vision Dental)
In August 2026, the Iowa Dental Board fined a dentist $1,000 after alleging he “posted unprofessional responses to negative online reviews… and included patient information.” (Iowa Capital Dispatch via KCRG)
Before you reply
- Wait until you're calm. The ADA suggests you “close the computer, take a deep breath, and think about it overnight.”
- Write for future patients reading the reply, not for the reviewer.
- Keep it short. Long replies read as defensive.
- Move the conversation to the phone.
Examples by complaint type
Complaint about care or a treatment recommendation
We take concerns about care seriously and want every patient to feel informed about their options. We can't discuss any individual's situation online, but we'd welcome a call at [phone].
Complaint about wait times
We work hard to keep to schedule, though delays do sometimes happen. We're always looking for ways to improve. Please call [phone] if you'd like to talk.
Complaint about a bill or insurance
We work with many insurance plans and know billing can be confusing. Our office manager is happy to help anyone with a question. Please call [phone].
Complaint about staff
Our whole team aims to treat everyone with courtesy and respect. We take this feedback seriously and would like to hear more by phone at [phone].
A review you believe is fake or about someone else
We take every review seriously, but privacy law prevents us from discussing whether any individual has been seen here. If you have a concern about our office, please call [phone].
What not to write (and why)
| Risky | Why | Safer |
|---|---|---|
| “Your crown was a complicated case.” | Confirms treatment and repeats a clinical detail | “We take concerns about care seriously…” |
| “Our records show you missed two appointments.” | Confirms a patient relationship and discloses record details | “We can't discuss any individual's situation online…” |
| “You didn't give us your new insurance card.” | Discloses billing details and argues | “Our office manager is happy to help anyone with billing questions…” |
| “Sorry about your long wait last Tuesday.” | Confirms a visit and a date | “Delays do sometimes happen…” |
The first and third rows mirror risky examples the ADA itself lists. (ADA)
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