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No matter how professional, friendly, or results-driven your clinic is—bad reviews happen.
Maybe someone:
- Didn’t like your cancellation policy
- Misunderstood their insurance coverage
- Felt rushed during treatment
- Just had a bad day (and took it out on you)
The real test of your clinic’s reputation isn’t whether you get negative reviews—it’s how you respond to them.
In this post, we’ll show you:
- How to respond to 1-star reviews professionally
- What NOT to say (even if you’re right)
- How to turn negatives into credibility builders
- When and how to flag fake or abusive reviews
🤔 Why You Should Always Respond to Bad Reviews
Google—and your future patients—watch how you handle criticism.
✅ A calm, clear response shows professionalism
✅ It protects your brand when people read both sides
✅ It gives you a chance to clarify policies or miscommunications
✅ It can influence decision-makers to still book with you
💬 In fact, over 70% of users say they’re more likely to trust a business that responds well to negative reviews.
🚫 What NOT to Do (Even If You’re Frustrated)
❌ Don’t ignore it
Silence implies guilt—or worse, that you don’t care.
❌ Don’t fight back
Arguing, denying, or blaming the reviewer always looks bad, even if you’re right.
❌ Don’t reveal private health info
HIPAA and PHIPA rules apply. Never mention a patient’s condition, treatments, or visit history in your reply.
✅ The 4-Step Formula for Responding to Negative Reviews
Use this proven structure:
1. Acknowledge the feedback
“Thanks for sharing your experience, [Name]. We’re sorry to hear it wasn’t what you expected.”
2. Stay professional and calm
“We aim to provide every patient with caring and respectful service.”
3. Address the issue without oversharing
“It sounds like there may have been a misunderstanding regarding our direct billing policy.”
4. Take it offline
“We’d be happy to discuss this further and make things right. Please call our clinic manager at [phone number].”
🧾 Example Responses for Clinics
🦷 Dental Clinic:
Review: “This place is a scam. They charged me $200 for a cleaning that should’ve been free with insurance.”
Response:
Hi [Name], thanks for your feedback. We’re sorry to hear you were frustrated by your visit. Our team always works to be transparent with pricing and insurance coverage. We’d love to speak with you directly to clear up any confusion—please call us at [clinic number] so we can help.
🦶 Foot Care Clinic:
Review: “Receptionist was rude. I walked out.”
Response:
Hi [Name], we’re very sorry to hear about your experience. We take all feedback seriously and aim to create a welcoming environment for every patient. Please contact our clinic manager at [number] so we can address this personally and improve moving forward.
🏃♂️ Physiotherapy Clinic:
Review: “The physio didn’t seem interested. I expected better.”
Response:
Thank you for your honest feedback. We’re disappointed to hear that your session didn’t meet expectations. Our goal is to provide personalized, attentive care to every patient. If you’re open to it, please call us at [number]—we’d appreciate the chance to learn more and make it right.
🧠 Advanced Tips
✅ Respond quickly (within 24–48 hours)
Shows patients and Google that you’re attentive and engaged.
✅ Keep responses short and professional
No need to match the review length—focus on tone and clarity.
✅ Stay on-brand
Use your clinic’s tone: warm, helpful, solution-oriented.
🚨 How to Handle Fake or Malicious Reviews
Some reviews are clearly fake:
- From someone who was never a patient
- Mentions the wrong clinic
- Includes offensive or abusive language
🛠 Here’s what to do:
- Flag the review in GBP
Click the three dots > “Flag as inappropriate” - Select a reason
Use “Off-topic” or “Conflict of interest” if it’s spam or a competitor. - Document everything
Take a screenshot and save any proof the reviewer was not a patient. - Submit a formal dispute
Use Google’s Redressal Form:
https://support.google.com/business/contact/business_redressal_form
🕓 Google may take 3–14 days to respond.
🧲 Turn a Negative Into a Win
Believe it or not, bad reviews can actually help if you respond well.
Patients know no clinic is perfect. What they want to see is:
- Ownership
- Empathy
- Effort to resolve issues
A strong response can build more trust than 20 generic 5-star reviews.
🧠 Final Thoughts
Negative reviews don’t define your clinic—your response does.
By handling bad feedback with professionalism and empathy, you:
- Protect your brand
- Earn the respect of future patients
- Improve your local visibility
📞 Need Help Managing Your Clinic’s Reviews?
At GBP Support, we help clinics:
- Respond to bad reviews with brand-safe messaging
- Flag and dispute fake reviews
- Build a strong, trustworthy online reputation
👉 [Book a Free 15-Min Discovery Call]
Let’s take control of your GBP reviews—so patients see your clinic at its best.