Negative reviews punch you in the gut. I’ve been on the receiving end of more than one—some deserved, some wild—and every time it stings. You pour years of training and heart into this work; a single public complaint can feel like the world saying you don’t matter.
Here’s what I’ve learned: how you respond says more about your practice than the original complaint ever will. Handled well, a negative review can demonstrate integrity, calm, and professionalism. Handled badly, it makes you look petty, defensive, and unreliable.
1) Don’t respond on instinct
I’ve replied in anger before. It never ends well. Wait. My rule: sleep on it — 24 hours minimum. Let the adrenaline die down. A measured response is far more persuasive than a keyboard-venting tantrum.
2) Acknowledge the feeling — don’t diagnose the case publicly
Public replies should validate, never litigate. Never go into clinical detail (that’s a HIPAA trap and just amateur hour). A simple, calm acknowledgement shows empathy without conceding fault:
“Thank you for your feedback — we’re sorry your visit didn’t meet expectations. We take this seriously.”
That sentence costs you nothing but signals you’re listening.
3) Move it offline
Your goal is to de-escalate and talk privately. Public reply + private contact = the ideal combo. Offer a clear path to contact:
“Please call our office at XXX-XXX-XXXX or email [email protected] so we can address this personally.”
This shows the public you’re proactive and it gives you space to resolve the issue candidly.
4) Do the hard work behind the scenes
When the conversation is private, ask real questions. Listen. If you screwed up, own it and fix it. If it’s a misunderstanding, explain calmly. Sometimes a refund or a free follow-up is appropriate. Other times the reviewer is beyond repair; that’s okay too.
Then, do the systems work: where did the breakdown happen? Intake process? Expectations set incorrectly? Staff training? Fix the root causes so the same complaint doesn’t recur.
5) Use reviews to refine your patient journey
Negative feedback is data. Review it with your team as part of continuous quality improvement. Turn lessons into checklist items: clearer intake scripts, updated pre-visit emails, a follow-up call protocol. This is how you realign practice to your North Star.
Quick Templates (copy/paste — personalize)
Public reply:
“Hi [Name], thank you for sharing your experience. We’re sorry you left feeling disappointed — that’s not the standard we aim for. Please contact our office at [phone/email] so we can discuss and make this right.”
Private reply (email):
“Thanks for reaching out. I’m sorry this visit didn’t land as we intended. If you’re open, I’d like to understand exactly what happened and offer [refund/follow-up/phone consult]. When’s a good time to connect? — Dr. Jordan Barber, DAOM”
Red lines & reminders
• Never post clinical details publicly.
• Don’t threaten or engage in a public argument.
• Don’t buy fake positive reviews — ethics matter.
• Document the interaction in the patient chart if applicable.
Final word
A review won’t define you. Your reaction will. Respond like the clinician you want to be: measured, responsible, and aligned with your values. That’s how you build trust, not just with one patient, but with everyone watching.
