From my friends at TNT Dental:
Even if your practice doesn’t have a website (and if that’s the case, you need to give us a call at TNT Dental today!), your practice is online… and, people are talking about it. You have two choices: put your head in the sand and ignore it, or embrace the shift to digital and find out what you can do to stay active online, engage with the customer base and build a good reputation with your patients.
Tim makes some good points starting with the need to claim your Google business page and then use it as your primary platform for reviews.
He also discusses how to respond to negative reviews. There is a school of thought that says never respond to negative reviews, by doing so you draw more attention to them. It is best to ignore the negative and simply overwhelm them with positive reviews. The second school of thought advises to respond in generic terms to demonstrate that you are paying attention and you care. Never confront the patient, deny the claim or reveal protected health information (PHI). BTW simply acknowledging the person is a patient can be viewed as revealing PHI.
If possible the best approach is to contact the negative reviewer offline and do your best to correct the problem. Unfortunately many reviews are anonymous and it is not possible to contact them.