What are examples of online reviews responses?

Engaging with patients who leave reviews and feedback is a great way to express care and concern for their opinions.

These templates should be reviewed and modified to match the tone of your practice. These templates are merely a starting point. If you choose to respond to feedback online, make those responses unique since every patient situation is different.

It is not essential or even recommended to reply to every review left online, but by picking and choosing opportunities to follow up with your patients shows a high level of engagement with your community and pride in your work.

Response to a 5-star review without text

Hi [NAME],

Thank you for the 5-stars!

Response to 5-star rating with minimal text feedback

Hi [NAME],

We are happy to hear that you had a positive experience! Thanks for taking the time to review our practice.

Response to a less than 3-star review without text

Hi [NAME],

Sorry to hear your experience did not meet your expectations. If you’re open to discussing your experience further, please call/email us at [phone/email].

Response to less than 3-star rating with minimal text feedback

Hi [NAME],

We’re so sorry that your experience did not match your expectations. We value your feedback and are always looking to improve. If you are open to sharing more about your experience, we can be reached at [phone/email].

Response to an angry patient

Hello [NAME],

I’m sorry to hear that you are disappointed with your experience, and would like to personally assist you by understanding the details of your encounter.

Please contact us at [phone/email] when convenient. We value every member of our community and hope we have an opportunity to address your concerns.

Response to a glowing review

Hi [NAME],

Thank you for sharing your kind words with us. It means the world to our entire team! We strive to provide exceptional service to our community and appreciate the feedback!

Response to a review requiring a solution

Hello [NAME],

We understand your disappointment. It’s important to us that our community is more than satisfied with the level of service provided. We would enjoy speaking with you to understand how matters like these can be better resolved.

Please reach out to us directly at [phone] at your earliest convenience.

Response to a positive review related to customer service

Hello [NAME],

Thank you for the wonderful review and for taking the time to share your feedback with our community.  Our priority is to provide the highest level of service and we are ecstatic that we met that mark! These types of outcomes make our job a pleasure.

Response to a negative review related to customer service

Hello [NAME],

We’re sorry to hear of your less than satisfactory experience. We are committed to providing the highest level of service.

Please give us a [call/email] to discuss the details of your experience. We value the opinion of our community members and would like to thank you for your communication