Reviews are the deciding factor for many new patients choosing between the three practices on the map. The goal isn’t a perfect score; it’s a steady stream of recent, genuine reviews, with thoughtful replies.
Ask every patient, the same way
- Get your review link from your Business Profile and turn it into a short link and a QR code.
- Ask in person at checkout, when the patient is happiest, then send the link by text or email the same day.
- Ask every patient. Asking only the patients you expect to be happy (“review gating”) goes against Google’s policies.
- Never pay or reward patients for reviews, and never post reviews yourself. Google prohibits incentives, and the FTC’s rule on fake reviews applies to businesses that buy or fake them.
Reply to every review, without confirming they’re a patient
This is where dental practices get into real trouble. A reply that confirms the reviewer is a patient, or mentions their treatment, appointment or bill, can be a disclosure of protected health information under HIPAA. HHS’s Office for Civil Rights has fined dental practices over review replies.
- Good reviews: thank them warmly and generally. “Thank you for the kind words. We’re glad you had a great experience with our team.”
- Bad reviews: stay general, don’t argue, and take it offline. “We take every concern seriously. Please call our office manager at [number] so we can talk.” Don’t mention treatment, dates or anything that confirms they were seen.
- Fake or abusive reviews: flag them through Google’s reporting tools rather than replying in anger.
The full system, including templates for review requests and replies, is in the Dental Reviews and Reputation guide.
Frequently asked questions
Can a dental office respond to a Google review?
Yes, and it should reply to every review. Keep replies general and never confirm that the reviewer is a patient or mention their care, which could disclose protected health information under HIPAA.
Can dentists offer a discount for Google reviews?
No. Google prohibits incentives for reviews, and offering rewards for reviews can also run into FTC rules and state dental board advertising rules.