The following is not concrete legal advice. Progressive Dental Marketing does not give legal advice. These are recommendations based from Federal OCR HIPAA Enforcement. Please consult an attorney for state-by-state basis.
In the digital age, online reviews wield immense power. They serve as a virtual word-of-mouth, influencing potential customers' decisions and shaping your practice's online reputation. Among the various platforms, Google Reviews stand out as a crucial component of your online presence. Here's why they matter and how to leverage them effectively:
Why Google Reviews Matter:
- Visibility and Credibility: Google Business Profiles are often the first stop for individuals seeking information about local businesses. A high volume of positive reviews signals trustworthiness and expertise, increasing the likelihood of attracting new patients in the dental market.
- SEO Benefits: Google Reviews play a significant role in local search rankings. The quantity, quality, and relevancy of reviews and their content contribute to your practice's visibility in local search results, making it easier for potential patients to find you.
- Social Proof: Positive reviews serve as social proof, reassuring prospective patients about the quality of your services and instilling confidence in their decision to choose your practice.
How to Increase Google Reviews:
- Ask Satisfied Patients: Encourage happy patients to leave a review by directly asking them during their visit. Make the process as seamless as possible by providing clear instructions on how to leave a review.
- This is something that needs to be trained as a procedure to your team. After any post-op appointment, the front desk team should be verbally asking the patient on the way out to leave a review, with an easy way to leave the review. This is easiest done with a QR code.
- We can create QR codes for the office.
- We can provide the QR code for the office directly for implementation onto post-op paperwork.
- Alternatively, ask your Account Manager on the current pricing for PD to create google review business cards for you.
- Utilize Online Platforms: Utilize email newsletters, text blasts, social media platforms, and your website to remind patients about the importance of reviews and provide easy access to review platforms.
- The easiest is texting and email automation. Patients should be getting a blast after their appointment with a link to leave a review.
- Discuss with your Account Manager what the easiest solution for automation for your situation will be.
- Incentivize Reviews: Offer incentives such as discounts on future services or entry into a prize draw for patients who leave reviews. However, ensure compliance with Google's guidelines to avoid penalties.
- One popular incentive for GP offices is offering free fluoride for their next regular cleaning appointment for proof of review left on the profile.
Suggestions For Responding To Reviews In Healthcare / Dental
- All review responses MUST be HIPAA Compliant - see bottom of article
- Always use the patient's online alias, not the patient's name
- You can't ever confirm OR deny that a reviewer was ever a patient of the practice
- This includes confirming or denying any procedures or financial information the patient provided or received
- NO FINANCIAL INFORMATION, SYMPTOM, OR TREATMENT INFORMATION IN RELATION TO THE PATIENT.
- Ideally for ranking purposes, Review responses should have more information than just a "thank you".
- This is to double down on the keywords of the procedure and help rank the practice to that keywords
- However, when responding to visit information, speak about the practice's policy is for the item in question mentioned in the review, not about their specific case.
- If they talk about their consultation, you can say what a patient can normally expect at a consult
- If they talk about a treatment, you can say what can be normally expected out of that treatment, but not about their specific case.
- For ranking proposes, all reviews should be responded to within 24-72 hours of the time the review was left
- Negative responses should have an "attempt at recontact and reconciliation"
- "Please call us back at _"
- However, make sure you do not confirm or deny their exact situation
- Bad: "There seems to have been a misunderstanding when it comes to your consultation. Please contact us so we can talk more at (***) ***-***!"
- Good: "We value your feedback and would like to address your concerns directly. Please contact us at (***) ***-***."
Negative Review Response Examples
Client Wasn't Offered X (example, a free consult):
Review:
Dr. ___ seems like a nice man, but apparently the staff reflects otherwise. All we wanted was an approximate cost of an all on 4 per arch. They were hesitant to provide details over the phone, but they agreed to an email. After giving all the details of what we were specifically looking for, I was told they can't diagnose by email, even though I sent them a 3D pic from another dentist. Before getting an approximate quote, we first have to go in for a "comprehensive exam", get a 3D image, and x-rays of the remaining teeth, even if you are extracting them. All this for about $600, just get a quote and to see if you are a candidate for an all on 4, even if you already are, as determined by another dentist. Many local dentists are offering this at no charge. Now you come to your own conclusions.
Example Response:
"I’m sorry to hear about your experience.
Here at ___. we do offer complimentary second opinions for implant cases generally, especially when every patient is different, and finding the ideal doctor for your implant surgery is a must.
We value your feedback. We pride ourselves as being the experts in All-On-4 in the ___ area. Please contact us at (***) ***-**** so we can discuss directly.
- [Practice Name]"
Client's Insurance Wasn't Accepted:
Review:
Hmmmm where do I begin with this experience…. I called ___ the day before my appointment and gave this office all of my information… they even confirmed the appointment…. I get there they check me in even bring to the back (room8) get all my allergy info… then the hygienist says.. I’ll be right back.. she comes back with another lady who says… I’m so sorry we don’t take your insurance here… but today’s visit will ONLY be $496.00!!!! When I tell her how pissed I am about this… she says oh they didn’t tell u in the front… mind you the same person in the front was who brought her too me… I tell her no so she then says we’ll if you’d like I can take half today then half another time… it took everything and I mean everything to walk around that dummy and drive off… no common sense nor decency is my experience with them… wasting someone’s time when u had all day because my appointment wasn’t until 3pm… if this is what all of the south is like… then I’m outta here…
Example Response, fee for service practice:
"Hey _!
We apologize if you had any inconveniences. We understand your frustration regarding insurance coverage. Unfortunately, our dental practice is not in network with insurance companies.
We are committed to helping our patients navigate their insurance benefits and maximize their coverage if it’s possible. Some insurance companies are possible for us to work with and others are unfortunately not.
We hope to be able to have to be able to provide excellent dental care to all patients.
We'd love to continue this conversation over the phone. Please call us at (***) ***-***.
- [Practice Name]"
Example Response, in-network service practice:
"Hey _!
We apologize if you had any inconveniences. We understand your frustration regarding insurance coverage.
We are committed to helping our patients navigate their insurance benefits and maximize their coverage if it’s possible. We do accept certain dental PPO insurance policies, so it sounds like you may of not had an insurance policy that we were in network with unfortunately.
Generally we do check all new patient insurances if they are provided to us prior to the first appointment, we're not sure where the miscommunication came from in this situation.
We hope to be able to have to be able to provide excellent dental care to all patients.
We'd love to continue this conversation over the phone. Please call us at (***) ***-***.
- [Practice Name]"
Client Lawsuit Over Deliverable Service/Product:
Review:
I absolutely AGREE with all negative reviews here. I experienced nothing but bad dental service. Dr _ left me suffering with not finished "all on 4" after I paid $21K I am in a legal battle to get the refund and go to replace it somewhere else.
Example Response:
"Dear _
We take feedback seriously. We're unable to comment due to HIPAA Requirements, however patient care and satisfaction are our top priorities, and we strive to provide the highest quality of service. Our focus is always on delivering a final product that will last for years to come. We would like to address your concerns directly, so please reach out to our office at your earliest convenience to discuss this matter further. Thank you.
- [Practice Name]"
Positive Review Response Examples
Implant + Financing:
John Calway (5 Stars)
Review:
When a member of our family needed extensive dental work including implants, the quality of the personalized care they received from Dr. ___, the other dental professionals, and the entire team was over-the-top amazing--they really went the extra mile!! They first informed all of us about the whole process, then guided us in securing financing, and now are continuing to reassure and encourage every step of the way along the journey to a beautiful new smile that is almost done now. We give our highest recommendation to ___.
Example Response:
"Thank you for the positive review, John! Our goal is always to provide a transparent and accessible patient experience. We're glad that you could get the dental implants that you needed . - [Practice Name]"
Invisalign / Clear Aligners:
Amy Hunt (5 Stars)
Review:
Best dentistry practice around! I found ___ after chipping my front tooth and they took me right in to get it repaired. Since then, I've seen them for my Invisalign treatments and my twice yearly cleanings. Dr. ___ is personable and professional. The office staff are very friendly, and my hygienist ___ is the best! My dental health has improved considerably under her gentle care and patient teaching. Honestly, this dental practice is more like a high-end spa than any medical or dental facility I've been to! Their prices are reasonable considering the quality of service. Don't worry if you don't have insurance, they offer an in-house insurance plan or financing if you need it.
Example Response:
"Thank you Amy! We love helping patients restore their oral health, and are happy to provide many different ways for patients to afford their treatments such as invisalign clear aligners. - [Practice Name]"
Oral Surgery:
Karol Dyess (4 Stars)
Review:
Wow! I was able to get in to see Dr _ I am so glad I did, I am usually very nervous about Dentist but Dr _ was very calming and made the experience so good for me I highly recommend him to anyone! Thank you for being so kind to me !
Example Response:
"We are thrilled to hear about your positive experience with our oral surgeon, Dr. _! Thank you for recommending our practice, and we appreciate your kind words. If there's anything we can do to make this a 5 star review, please let us know! - [Practice Name]"
Kristen Bryant (5 Stars)
Review:
Dr. ___ and his team were amazing from start to finish. Dr. ___ took the time to explain the procedure, and why it was necessary to my son’s overall health. My son’s last phase of braces are going in soon, and he called our orthodontist, and explained the necessity to change the treatment plan for our son after his consultation, saving us money and the long term goal is to hopefully not have to undergo jaw surgery. My son had very minimal bleeding and was back to his normal self the next day following his surgery with Dr. ___. Thank you for a professional, smooth experience, Dr. ___.
Example Response:
"Thanks Kristen! We are so glad to hear that you had a positive experience with Dr. ___ and his team. We take pride in providing our patients with the highest level of oral surgery care!
We're glad to hear that your son had minimal bleeding!
Thank you for sharing your experience, and we appreciate your kind words.
- [Practice Name]"
TMJ Therapy:
Rebecca Kobusch (5 Stars)
Review:
Dr _ and [their] staff are amazing...I have been dealing with TMJ issues since 1998, and the time and care the Dr. and his staff took with me was the first time I felt someone was listening and understood what I have been going through..And also they TRULY care about their patients. Thank you!
Example Response:
"Rebecca, Dr. _ and team are thrilled to hear you are finally getting some relief with TMJ. We appreciate the kind words! - [Practice Name]"
Wisdom Tooth Removal:
Chad Yeakel (5 Stars)
Review:
I came here first because it was so highly rated.. wasn't disappointed. Everyone was very professional and friendly. Today I had all 4 wisdom teeth removed each accompanied by a cyst. I plan to come back for my TMJ in the future!
Example Response:
"Chad, we appreciate that we're trusted for such large procedures like a wisdom tooth removal. Thank you for the great review! - [Practice Name]"
Landon Cottles (5 Stars)
Review:
Got my wisdom teeth removed and Dr. ___ made the experience awesome for me. The videos provided for post removal care are very helpful and allowed me to have a great recovery. Thanks ___!
Example Response:
"Thank you Landon! We're glad that you recovered well from your Wisdom Teeth Extractions! Thank you for sharing your feedback, and we appreciate your kind words. - [Practice Name]"
General:
Jade Allen (5 Stars)
Review:
Very professional, procedure went very well.
Example Response:
"Thanks Jade! We're glad to head that, hope you're healing well! - [Practice Name]"
Chad Kestler (5 Stars)
Review:
Great doctor and staff!
Example Response:
"Thank you Chad! We're glad to be able to provide a 5 star [Dental Specialty] experience! - [Practice Name]"
Becky Jones (5 Stars)
Review:
Well run office. Great website. Friendly, efficient and kind office staff and assistants. Dr ___ was knowledgeable, professional and sympathetic.
Example Response:
"Thank you Becky! We're grateful for your positive review of your experience with our [Dental Specialty], Dr. ___. We are committed to providing our patients with the highest quality of care in a comfortable and welcoming environment. - [Practice Name]"
G-R (5 Stars)
Review:
Staff is super friendly, Dr. ___ is amazing and easily reachable for any questions. He also shares lot of details for before and after care. Extremely positive experience, highly recommend Dr. ___!
Example Response:
"We are delighted to hear about your positive experience with our [Dental Specialty], Dr. ___. Providing thorough care details and being easily reachable for questions are top priorities for our team. Thank you for recommending Dr. ___, and we appreciate your feedback! - [Practice Name]"
Sample Review Response Templates
5 Stars, No Written Review:
- Thank you [First Name]! Glad to see that you rate us highly for [Dental Specialty] in [Location]! - [Practice Name]
- Thank you for considering us a 5 star [Dental Specialty] office, [First Name]! - [Practice Name]
- Thanks [First Name], we appreciate the 5 star review for our [Dental Specialty] practice! - [Practice Name]
- Thank you [First Name] for your great rating! - [Practice Name]
- Thank you for the 5 stars [First Name]! - [Practice Name]
4 Stars, No Written Review:
- Thank you for the rating [First Name]! If there was a reason we didn't get the full five stars, we would love to hear it, please call us at let us know at [Phone Number]. - [Practice Name]
- Thank you [First Name] for rating our [Dental Specialty] office! Glad you had a positive experience, and if we can do something to earn your 5th star, please let us know at [Phone Number]. - [Practice Name]
- Thanks [First Name]! We're always looking to improve our [Dental Specialty] practice, if you can let us know why we didn't earn 5 stars at [Phone Number], we would appreciate it. - [Practice Name]
3 Stars, No Written Review:
- Thank you for the rating [First Name]! If there was a reason we didn't get the full five stars, we would love to hear it, please call us at let us know at [Phone Number]. - [Practice Name]
1-2 Stars, No Written Review:
- Hey [First Name], sorry that you didn't have a great experience at our [Dental Specialty] office. If there's a reason for this, please call us at let us know at [Phone Number], hopefully we can make it right. - [Practice Name]
- Hello [First Name], please let us know what your negative experience was at [Phone Number]. We're always looking to improve what we do here, hopefully we can address your feedback. - [Practice Name]
- Hey [First Name], we're not sure why you left us a 1 Star review. If something happened, please call us at let us know at [Phone Number]. We're always looking to improve from feedback. - [Practice Name]
- [First Name], if something happened, please let us know at [Phone Number] so we can do better for next time. We are always eager to improve patient care! - [Practice Name]
Questions/Answers Sample
Implant Medicare Coverage:
Question:
Did the clinic accept medicare health insurance or no for covering
Answer - No Medicare:
Medicare typically has very limited coverage (if any) when it comes to dental implant and related services. We are still happy to see you will always fill out and submit all insurance related claims and paperwork on your behalf to maximize any insurance benefits that may be available.
The Privacy Rule protects all "individually identifiable health information" held or transmitted by a covered entity or its business associate, in any form or media, whether electronic, paper, or oral. The Privacy Rule calls this information "protected health information (PHI)."
"Individually identifiable health information" is information, including demographic data, that relates to:
- the individual's past, present or future physical or mental health or condition,
- the provision of health care to the individual, or
- the past, present, or future payment for the provision of health care to the individual,
- Name;
- Address (including subdivisions smaller than state, such as street address, city, county or zip code);
- Any dates (except years) that are directly related to an individual, including birthday, date of admission or discharge, date of death, and the exact ages of individuals older than 89;
- Telephone number;
- Fax number;
- Email address;
- Social Security Number;
- Medical record number;
- Health plan beneficiary number;
- Account number;
- Certificate/license number;
- Vehicle identifiers, serial numbers or license plate numbers;
- Device identifiers or serial numbers;
- Web URLs;
- IP address;
- Biometric identifiers, such as fingerprints or voiceprints;
- Full-face photos; and
- Any other unique identifying numbers, characteristics or codes.
Examples of OCR HIPAA PHI Enforcement
Let's look at how the Office for Civil Rights (OCR) enforces PHI in responding to reviews, being the legal entity that enforces HIPAA compliance federally.
There have been 4 large example enforcement actions against health entities for review responses, 3 being dentists.
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Manasa Health Center, LLC - 2023 - Hospital
In April 2020, OCR received a complaint alleging Manasa Health Center had impermissibly disclosed patient information online when responding to a negative online review. The complainant alleged Manasa Health Center’s responded to a patient’s review and disclosed the patient’s mental health diagnosis and treatment information.
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New Vision Dental - 2022 - Dentist
On November 29, 2017, OCR received a complaint alleging Dr. Brandon Au, owner and CEO of New Vision Dental, had posted responses to several reviews by patients on Yelp and frequently disclosed protected health information in the responses. In some of the posts, patients were identified and their full names were disclosed, when they had chosen to only use a moniker on the platform. Other information allegedly posted by Dr. Au included detailed information about the patients’ visits, treatment, and insurance, when that information had not been posted publicly by the patients.
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Dr. U. Phillip Igbinadolor, D.M.D. & Associates, P.A - 2022 - Dentist
On or around September 28, 2015, the complainant, using a pseudonym to protect his privacy, posted a negative review on UPI’s Google page. UPI responded to the review and claimed the accusations made by the patient were unsubstantiated; however, UPI identified the patient and mentioned the patient’s full name on three occasions in the response, the symptoms the patient was experiencing, and the treatment that was recommended but not provided.
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Elite Dental Associates - 2019 - Dentist
When replying to the patient’s June 4, 2016 post, Elite disclosed the patient’s last name along with details of her health condition, treatment plan, insurance, and cost information.
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In all cases, the OCR goes after complaints that practitioners not just are responding to reviews, but also add cost information, treatment plans, and/or symptoms the patient experiences. They also tend to identify the patient in the review response by the legal name, not the "online alias" of the patient.