Reputation Repair: What to Do When You Get a Bad Google Review

The Sting of a Bad Review

It’s natural to feel defensive or disheartened when you see a negative review. After all, you work hard, care deeply, and aim to offer the best care possible.

But remember: One bad review doesn’t define your clinic. How you handle it does.

First, Don’t Panic — Take These 3 Steps

1. Pause Before You Respond

Avoid replying immediately. Give yourself a few hours—or even a day—to cool down emotionally.

2. Assess the Review Objectively

Ask yourself:

• Is it a real patient?

• What exactly are they unhappy about?

• Is there any part of it that reflects a real gap?
  

3. Document Internally

Before responding, note the patient’s name, visit date, and any communication records. This helps avoid missteps and keeps your team on the same page.

How to Craft the Perfect Public Response

Think of your reply as a public message for all future patients — not just the one complaining.

Here’s a simple structure:

Sample Response Template

"Hi [Name],Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and would like to understand more so we can address it properly. Please feel free to contact our clinic manager directly at [email/phone] — we truly value all feedback as it helps us improve.— Dr. [Name] / [Clinic Name]"

Do’s:

• Keep it short, sincere, and professional

• Avoid getting defensive or emotional

• Acknowledge their concern, even if you disagree

• Invite offline resolution
  

Don’ts:

• Never reveal patient information (violates privacy laws)

• Don’t argue or “prove them wrong” publicly

• Avoid copying and pasting generic responses — personalize it!

What If the Review Is Fake or Malicious?

It happens. Some reviews may be from people who were never patients or have hidden motives.

Here’s what you can do:

1. Flag the review in Google Business Profile

   • Select "This review is not relevant to this place"

2. Ask colleagues or staff to flag it as well

3. Respond publicly anyway to show you’re handling it with integrity

   
   
   
   

Sample Response to Suspicious Reviews:

“We cannot find a record of your visit in our system, but we take all feedback seriously. If you believe this is in error or have concerns, please reach out to us directly at [email/phone].”

This shows transparency and concern — even if the review is fake.

Turn the Moment into a Reputation Win

A single bad review can actually help your credibility — if it’s surrounded by dozens of positive ones and you’ve responded gracefully.

Proactive Steps:

• Request reviews from happy patients regularly

• Use QR codes or follow-up SMS/email after visits

• Aim for a mix of authentic, recent reviews (not a flood all at once)

• 
  

The goal: Make the negative review look like the exception — not the rule.

Bonus: Quick Tools to Monitor & Respond Faster

• Google Business Profile App — real-time review alerts

• Reputation management software — auto-requests reviews

• Shared inbox for your clinic — so front desk and doctor can see/respond

Final Thought

You can’t control every review — but you can control the experience that patients have and the professionalism you show in public.

A thoughtful, calm response to a negative review shows maturity, empathy, and leadership.

And that’s exactly what builds a reputation worth trusting.