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How Should Dentists Respond to Negative Feedback to Build Trust?

Altrust Services - How Should Dentists Respond to Negative Feedback to Build Trust
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How Dentists Can Turn Negative Feedback Into Patient Trust

Negative feedback is an inevitable part of running a dental practice—or any business for that matter. While it can sting to see criticism, every piece of feedback is an opportunity to build trust, strengthen relationships, and improve your practice. Research reveals that 53% of customers expect a business to respond to negative reviews within a week, and timely responses can significantly enhance your credibility.

Let’s dive into how dentists can effectively respond to negative feedback with empathy and professionalism—turning unhappy patients into loyal advocates for your practice.

Altrust Services - How Dentists Can Turn Negative Feedback Into Patient Trust
Altrust Services – How Dentists Can Turn Negative Feedback Into Patient Trust

1. Respond Promptly to Show You Care

Timing is everything. Imagine this: A patient posts a negative review about their long wait time. Days go by without a response, leaving them feeling ignored and validated in their frustration. Now, imagine you respond within 24 hours. You acknowledge their experience, apologize sincerely, and offer a resolution. Suddenly, the narrative shifts—you’re not just another clinic; you’re a team that listens and cares.

Why it works: A quick response demonstrates attentiveness and respect. One study by BrightLocal found that 97% of consumers read business responses to reviews, so your timely reply has a far-reaching impact.

2. Acknowledge the Patient’s Experience with Empathy

Negative feedback often stems from frustration, disappointment, or unmet expectations. Acknowledge these feelings upfront with an empathetic response.

For example:

“We’re sorry to hear about your experience and understand how frustrating it must have been. Your comfort and satisfaction are important to us, and we’re here to make things right.”

Takeaway: Empathy helps diffuse tension and sets the stage for constructive dialogue.

3. Apologize Sincerely and Take Responsibility

A heartfelt apology can turn a bad situation around. Even if you’re not entirely at fault, a simple acknowledgment of their dissatisfaction shows humility and professionalism.

Example response:

“We apologize for any inconvenience you experienced. We take your feedback seriously and want to ensure that every patient feels valued and cared for.”

Why this matters: Research shows that 70% of complaining customers will return to a business if their complaint is resolved. Apologizing sincerely and owning the situation builds trust and gives you a chance to retain patients.

4. Offer a Solution or Invite a Private Discussion

After empathizing and apologizing, the next step is to offer a solution or invite the patient to discuss their concerns offline. This not only shows your commitment to resolution but also removes the conflict from the public eye.

Example response:

“We’d love the opportunity to make this right. Please contact us at [phone number or email] so we can discuss your concerns and find a solution that works for you.”

Pro tip: Resolving issues offline ensures privacy and helps prevent escalation.

5. Highlight Improvements Based on Feedback

Patients want to know their concerns are taken seriously. If you’ve made changes based on their feedback, let them know!

Example response:

“We’ve updated our scheduling system to ensure this doesn’t happen again. Thank you for bringing it to our attention—it helps us improve and provide better care.”

Data point: According to a study by ReviewTrackers, 45% of consumers are more likely to visit a business that responds positively to negative feedback and shows improvement.

6. Stay Professional and Avoid Defensive Language

It’s easy to feel defensive when receiving criticism, but resist the urge. Keep your tone professional and solution-focused.

Avoid:

  • “We’ve never had this problem before.”
  • “This is not our fault.”

Use instead:

  • “Thank you for bringing this to our attention. We take patient feedback seriously and want to resolve this.”

Remember, your response isn’t just for the patient—it’s for anyone reading your reviews. A professional tone showcases your commitment to patient care.

7. Follow Up to Strengthen Relationships

Once the issue is resolved, follow up with the patient to ensure their satisfaction. A phone call, email, or even a handwritten note can make a lasting impression.

Example:

“We just wanted to check in and make sure you’re satisfied with the resolution. Your feedback means a lot to us, and we hope to see you again soon!”

Why it works: Following up shows genuine care and helps rebuild trust. Patients who feel valued are more likely to return—and even refer others.

8. Learn and Grow from Negative Feedback

Every piece of negative feedback is an opportunity for growth. Track recurring themes in patient complaints and address them proactively.

Example:

If several patients mention issues with long wait times, implement a new scheduling system or improve communication about delays. Share these changes with your team to foster a culture of continuous improvement.

Conclusion: Turning Challenges into Opportunities with Altrust Services

Negative feedback doesn’t have to mark the end of a patient relationship—in fact, it can be the beginning of something stronger. By responding promptly, empathizing sincerely, and offering actionable solutions, dentists can transform dissatisfaction into trust and loyalty. Research shows that 89% of consumers read business responses to reviews, meaning every interaction shapes your reputation and future patient relationships.

At Altrust Services, we specialize in helping dental practices not only manage their online reputation but also enhance patient trust and satisfaction. Our expert team provides tailored solutions, such as review monitoring, response strategies, and patient feedback analysis, to ensure your practice remains a leader in patient care.

Let us help you turn challenges into opportunities for growth. Contact Altrust Services today to learn how we can support your practice with innovative reputation management solutions, patient engagement strategies, and expert insights that drive long-term success. Together, we’ll build a practice that patients trust and recommend.

Why AltruST is Your Ideal Offshoring Partner?

Looking to elevate your team with top-tier talent? Meet Altrust – your go-to offshoring ally for businesses of all sizes.   

At Altrust, we’re all about crafting teams that vibe with your culture and values. Our commitment to quality and professionalism makes us the perfect fit for businesses seeking offshoring excellence.   

With a proven track record, our seasoned professionals are here to guide you through the offshoring journey, ensuring a seamless and successful partnership.   

Partnering with Altrust means tapping into our expertise in cultural alignment, talent acquisition, and employee management. We’re not just a service; we’re your dedicated partner in building the perfect global team for your business – whether you’re a small startup or a big player in the market.   

To reach out to Altrust please contact us at buildmyteam@altrustservices.com. Let’s discuss how we can enhance your team with top-tier talent and explore the benefits of offshoring excellence together. Looking forward to connecting! 

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How Should Dentists Respond to Negative Feedback to Build Trust?

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40 hrs/week

Approx. Price Per Hour (USD): $10.00

 

Responsibilities may include:

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Approx. Price Per Hour (USD): $10.00

 

Responsibilities:

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Requirements:

  • High school diploma or equivalent required
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DATA ENRTY SPECIALIST
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MEDICAL TRANSCRIPTIONIST
40 hrs/week

Approx. Price Per Hour (USD): $10.00

 

Responsibilities:

  • Transcribe dictated recordings from healthcare professionals into written reports
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  • Ensure proper formatting and adherence to healthcare documentation standards
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  • Enter transcribed reports into electronic health records (EHR) systems
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Requirements:

  • High school diploma or equivalent required
  • Certification in medical transcription from an accredited program preferred
  • Previous experience as a medical transcriptionist or in a related role
  • Proficiency in medical terminology, anatomy, and pharmacology
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Responsibilities:

  • Assist with day-to-day operations of the HR functions and duties
  • Provide clerical and administrative support to Human Resources executives
  • Compile and update employee records (hard and soft copies)
  • Process documentation and prepare reports relating to personnel activities (staffing, recruitment, training, grievances, performance evaluations, etc.)
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  • Proven experience as an HR Assistant, Staff Assistant, or relevant human resources/administrative position
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  • Hands-on experience with an HRIS or HRMS
  • Basic knowledge of labor laws
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MARKETING AND PATIENT ACQUISITION SPECIALIST
40 hrs/week

Approx. Price Per Hour (USD): $10.00

 

Responsibilities:

  • Create and implement comprehensive marketing plans to attract and retain patients
  • Develop and execute targeted campaigns across various channels (social media, email, print, etc.)
  • Produce engaging content for marketing materials, including blogs, newsletters, social media posts, and website copy
  • Collaborate with the design team to develop visually appealing promotional materials
  • Identify and pursue opportunities to attract new patients
  • Develop partnerships with community organizations, businesses, and other healthcare providers
  • Conduct market research to identify patient needs and preferences
  • Analyze competitor strategies and market trends to inform marketing efforts
  • Plan and manage community events, health fairs, and open houses to promote services
  • Coordinate participation in local and industry events to increase brand visibility
  • Manage and optimize online presence, including website, social media profiles, and online directories
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  • Develop and maintain strong relationships with existing patients to encourage referrals and repeat visits
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  • Track and analyze marketing campaign performance
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  • Work closely with clinical and administrative teams to ensure alignment of marketing strategies with organizational goals
  • Collaborate with external vendors and agencies as needed

Requirements:

  • Bachelor’s degree in marketing, communications, healthcare administration, or a related field required
  • Previous experience in healthcare marketing or patient acquisition preferred
  • Proven track record of successful marketing campaigns and patient acquisition strategies
  • Strong written and verbal communication skills
  • Proficiency in digital marketing tools and platforms (e.g., Google Analytics, social media management tools)
  • Excellent organizational and project management skills
  • Ability to develop innovative marketing ideas and campaigns
  • Strong visual and content creation skills
  • Strong analytical skills to assess marketing performance and make data-driven decisions
  • Ability to interpret market research and patient data
  • Familiarity with CRM software and patient management systems
  • Proficiency in Microsoft Office Suite and design software (e.g., Adobe Creative Suite)
  • Ability to build and maintain relationships with patients, staff, and community partners
  • Strong team collaboration skills
  • Flexibility to adapt to changing market conditions and organizational needs
  • Willingness to learn and implement new marketing technologies and strategies
  • High level of professionalism and dedication to patient care
  • Strong work ethic and a positive attitude
  • Understanding of healthcare regulations and compliance standards related to marketing
  • Commitment to maintaining patient confidentiality and ethical marketing practices

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40 hrs/week
Approx. Price Per Hour (USD): $10.00

 

Provides phone, video call, email, ticketing and online chat support to customer enquiries.

Example responsibilities may include:
• Answering phone, online chat enquiries and questions from new and existing customers
• Responding to customer emails
• Looking up customer order details from our internal CRM
• Processing refunds and other customer requests according to internal procedures
• Send email and SMS quotes to customers

Requirements
• Strong written English and verbal communication skills
• Attention to detail

BOOKKEEPER

40 hrs/week
Approx. Price Per Hour (USD): $10.00

 

Responsibilities and Tasks May Include:

  • Accurately record daily financial transactions and complete the posting process.
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  • Reconcile financial discrepancies by collecting and analyzing account information.
  • Maintain a systematic record of financial documents and ensure they are up-to-date.
  • Process accounts receivable/payable and handle payroll efficiently.
  • Prepare monthly, quarterly, and annual financial statements.
  • Collaborate with the accounting team to prepare for audits and other financial reviews.
  • Stay updated with financial policies, regulations, and legislation.

Requirements

  • Proven bookkeeping experience with a strong attention to detail.
  • Proficiency in MS Excel and accounting software (e.g., QuickBooks, Xero).
  • Strong mathematical and analytical skills.
  • Ability to handle sensitive and confidential information with discretion.
  • Knowledge of generally accepted accounting principles and procedures.

Highly Regarded Skills and Experience

  • Experience in bookkeeping for international clients.
  • Familiarity with multiple accounting software platforms.
  • A degree or certification in Finance, Accounting, or a related field.
  • Strong interpersonal skills and the ability to work in a team environment.
  • Experience in managing financial records for small to medium-sized businesses.

WEB DEVELOPER

40 hrs/week
Approx. Price Per Hour (USD): $11.00

 

Responsibilities for a Developer Specialising in WordPress

  • Develop and maintain dynamic websites and web applications using WordPress.
  • Collaborate with the design and marketing teams to turn visions into reality.
  • Ensure high-performance and availability, managing all technical aspects of the CMS.
  • Establish and guide the website’s architecture.
  • Ensure high-quality source code, testing, and debugging.
  • Collaborate with front-end developers and web designers to improve usability.
  • Stay updated with the latest industry trends and advancements.

 

Requirements

  • Proven work experience as a WordPress Developer.
  • Good understanding of front-end technologies, including HTML5, CSS3, JavaScript, jQuery.
  • Experience building user interfaces for websites and/or web applications.
  • Proficient understanding of code versioning tools.
  • Strong understanding of PHP back-end development.
  • Familiarity with Google Tools such as Analytics and Search Console.
  • Knowledge of how to interact with RESTful APIs and formats (JSON, XML).
  • Excellent written and verbal communication skills.
  • Basic graphic design skills to create social media and website content.
  • Proficient in MS Office suite, including Excel and Outlook.
  • High school diploma or equivalent; associate or bachelor’s degree in business, marketing, or a related field preferred.

SEO SPECIALIST

40 hrs/week
Approx. Price Per Hour (USD): $10.00

 

Responsibilities

  • Perform comprehensive client SEO audits focusing on on-page, technical, off-page, and content aspects.
  • Conduct keyword research to identify target keywords and phrases.
  • Develop and implement on-page, off-page, technical, and content optimizations.
  • Create regular SEO reports highlighting organic performance, including keyword tracking, conversions, and organic traffic.
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  • Conduct competitor SEO analysis to incorporate into the SEO strategy.
  • Collaborate with content writers and marketing teams to ensure SEO best practices are followed.
  • Stay updated with the latest industry trends, algorithm updates, and best practices.

 

Requirements

  • Proficiency in Google Analytics, including GA4.
  • Proficiency in Google Search Console.
  • Proficiency in SEO tools such as SEMRush, Ahrefs, Screaming Frog, and Botify.
  • Minimum of 3 years of experience in SEO, preferably in an agency setting.
  • Strong understanding of HTML/CSS and website structures.
  • Excellent written and verbal communication skills.

COLD CALLER

40 hrs/week
Approx. Price Per Hour (USD): $10.00

Responsibilities
  • Cold call real estate sellers from provided lead lists
  • Qualify sellers and properties over the phone
  • Schedule appointments for the acquisition team to visit potential investment properties
  • Log all calls and appointment details in the CRM (Folio)
  • Achieve daily and weekly appointment-setting targets

     

Scope
  • The cold caller will be provided leads to call and will need to learn the client’s specific process for qualifying sellers and properties.
  • They will use an internal CRM to log calls and appointments.
  • They will report directly to the client and work independently once trained on the process.

 

Requirements

  • 6 months experience in cold calling and/or appointment setting
  • Real estate and/or sales experience preferred
  • Clear phone voice and strong communication skills
  • Motivated self-starter who can work independently
  • Organized and detail-oriented
  • Familiarity with CRMs

MEDICAL BILLER AND CODER

40 hrs/week
Approx. Price Per Hour (USD): $10.00

Responsibilities
  • Obtain authorizations and pre-approvals from insurance companies
  • Verify patient insurance coverage
  • Submit claims to insurance companies
  • Follow up on unpaid/denied claims
  • Appeal denied claims
  • Communicate with insurance companies to resolve issues
  • Maintain accurate patient records
Requirements
  • 6 months experience in medical billing
  • Knowledge of billing practices, terminology, and software
  • Strong attention to detail and organization skills
  • Excellent written and verbal communication abilities
  • Able to multitask and prioritize effectively
  • Passion for improving the patient and provider experience

MEDICAL RECEPTIONIST

40 hrs/week
Approx. Price Per Hour (USD): $10.00

Responsibilities

  • Calendar and Task Management
  • Answer incoming phone calls
  • Schedule appointments for new and existing patients
  • Enter patient information into EMR system
  • Follow up on missed calls
  • Make reminder calls/texts for appointments

Requirements

  • At least 6 months experience as a Medical Receptionist
  • Familiarity with medical terminology and health insurance
  • Excellent phone skills and customer service skills
  • Strong attention to detail
  • Proficient with computers and data entry

DIGITAL MARKETING

Boost Your Medical Practice with Expert Digital Marketing

Enhance your online presence with our comprehensive Medical Digital Marketing package, designed to attract more patients and maximize your ROI. Our services include:

✅ Web Design & Development – Build a professional, high-converting website.
✅ Maintenance & Security – Keep your site updated, virus-free, and running smoothly.
✅ SEO (Basic & Expansion) – Improve search rankings and increase visibility.
✅ Google Business Profile Management – Stand out in local search results.
✅ PPC Management – Get high-quality leads with targeted ads.
✅ Social Media Marketing – Engage with patients and grow your brand.
✅ Email/SMS Marketing – Connect with your audience effectively.
✅ Press Release – Build credibility and brand awareness.

 

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