Google Reviews and Dentistry

Trust Begins with a Tap: The Role of Google Reviews in Patient Decisions

Aug 5, 2025 by Andrea Sauerwein, DDS - DCDS Member
Google reviews have become an imperative compass to our day to day lives. When we are in an unfamiliar city and need a recommendation for a delicious dinner, what do we check first? Your engine light comes on and you need a good mechanic, what is the first place you consult? Google Reviews.

Google Reviews are a crucial ingredient in shaping the reputation and growth of dental practices. These testimonies, whether positive or negative, not only influence patient perception but also play a critical role in your dental SEO (search engine optimization), ultimately affecting a practice’s online visibility. With Google Reviews being so centric to small business success, it is important to understand how to manage this public feedback, especially when addressing negative criticisms.

In addition to positive Google Reviews boosting your ranking on searches, they improve your social proof. Social proof refers to the psychological phenomenon where people rely on others’ actions or opinions to make decisions that corroborate their own thoughts, reactions, and emotions. In fact, according to studies, 92% of consumers trust recommendations from friends and family, while 70% trust online consumer opinions, highlighting the immense power social proof has over buyer behavior.

Not only is collecting Google Reviews important for your office, but responding to reviews as part of your dental reputation management is essential. While this contributes to boosting your search rankings, dentists must take precaution to safeguard patients personal records as you must remain HIPAA compliant. Even if a patient voluntarily shares protected health information, such as their diagnosis or treatment, this does not waive their right to privacy. The responsibility to maintain confidentiality always rests with the practice—not the patient. A well-intentioned reply can inadvertently violate HIPAA, potentially leading to legal trouble and reputational damage.

One of the safest ways to avoid any violations is to craft vaguely generic responses you can modify for various scenarios. Keep in mind that simply acknowledging the reviewer is a patient of record can be considered a confidentiality breach. 

  • Non-compliant response: “We’re so glad you enjoyed your experience with us and look forward to seeing you again soon!”

  • HIPAA-compliant response: “We aim to deliver the best care to patients and love to hear positive experiences! Thanks for sharing this feedback!”

Garnering positive reviews is rooted in outstanding customer service. The moment a patient walks through the door, their entire experience from checking in, treatment, or collecting payment at the end of their appointment can make or break their willingness to leave a good review. Offices that go the extra mile in making patients feel welcomed, appreciated, and cared for set themselves apart in their minds. Engaging with patients about their visit not only provides insightful feedback but also opens the door to requesting a review. This interaction should be genuine and personable, demonstrating your practice's commitment to patient satisfaction.

Remember, in this digital age, your Google Reviews are your digital storefront. They're the first impression many potential patients will have of your practice. Make it count by adopting a patient-centric approach that prioritizes genuine interactions and exceptional care. With this strategy, you're not just aiming to double or triple your patient flow; you're setting the stage for lasting success and a reputation that speaks volumes about your commitment to dental excellence.