For dental practice owners · Marketing and reviews
Reply to a review without confirming a patient
A public reply to a good or bad review that never confirms the writer is a patient or mentions any care, and moves the real talk to a call.
The prompt
Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Practice owners and whoever answers the practice's online reviews.
I run a dental practice. A review has been posted about us. Our rule: a public reply never confirms that the writer is a patient or says anything about their care, even when they said it themselves. I want a short reply that is kind, sounds like us and moves anything real to a phone call. What I have: - The review, with the name and any health or treatment details taken out: [REVIEW TEXT] - Whether it is positive, mixed or negative: [REVIEW TYPE] - Who someone should call here, and how: [WHO TO CALL] - How we sign our replies: [SIGN OFF] - How we sound: [OUR TONE] What I want: 1. List every detail in the review that the reply must not repeat or confirm: visits, waits, costs, dates, staff names, insurance. 2. Write a reply of two to four sentences. For a positive review, thank them for the kind words about the practice. For a mixed or negative one, say we would like to hear more and invite them to call the person I named. 3. Write it so it reads the same whether or not the writer was ever a patient. 4. Check the reply against the list from step one and take out anything that slipped in. Rules: - Write a draft for me to read. Do not send or post anything. - Use only what I gave you. If something is missing, ask me instead of guessing. - Never quote a price, promise a refund or a fix, or claim anything I did not give you. - Leave out anything about a patient's health, treatment or history. Do not use words like 'your visit', 'your treatment', 'your care' or 'as our patient'. - Do not argue, correct the facts in public or blame the writer. Give me back: - The reply, ready for me to edit - The list of details the reply leaves out - A note if this review also needs a phone call from a person
When to use it
A review goes up on a review site or your own page, good or bad, and you want to answer it in public.
When not to
Do not use it to settle a complaint or explain what happened at a visit; a person calls the reviewer for that. A review that threatens legal action goes to your attorney before any reply.
What to paste in
- [REVIEW TEXT]: The review as posted, with the reviewer's name removed and any health or treatment details replaced with the words 'details removed'.
- [REVIEW TYPE]: Positive, mixed or negative.
- [WHO TO CALL]: The role someone should ask for and the main office number, for example our office manager at the main number.
- [SIGN OFF]: How replies are signed, for example the office team or the owner's first name.
- [OUR TONE]: Three or four words for how your practice sounds in public.
Never paste
- The reviewer's name, or anything from your records about whether they are a patient
- Patient names, birth dates or insurance IDs
- Any health or treatment detail, even one the reviewer posted
A filled-in example
Sample. Fictional business, fictional client.
REVIEW TEXT: Waited 40 minutes past my appointment time and nobody told me why. Then the bill was way more than I expected. (details removed). The front desk was nice though. REVIEW TYPE: Negative WHO TO CALL: Our office manager at the main number, weekdays 8 to 4 SIGN OFF: The team at the practice OUR TONE: Calm, warm, short
What you should get back
- A reply of two to four sentences that reads the same whether or not the writer is a patient
- No mention of a visit, a wait, a bill, treatment or staff by name
- An invitation to call your office manager, with no promise of a refund or fix
- A list of the details the reply leaves out, and whether a call should follow
What stays with you
The prompt writes a draft. You decide what happens to it, and nothing should reach a patient until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.
Related
- Invite patients to book before the year ends. A fall email and text that invite patients with nothing scheduled to book before year end, without saying what any plan covers.
- Turn office policies into a phone answer sheet. A one-page phone sheet built from your own policies, with spoken answers to routine questions and a clear list of what goes to a person.
- Make the old balance call with a calm script. A calm phone script and voicemail for a balance past its second statement that asks for payment and hands every hard question to a person.
More: every prompt for dental practices, marketing and reviews, and AI for dental practices.
Which three fit your dental practice?
The free quiz scores your dental practice on sixteen things and picks the three prompts aimed at your three lowest. It takes about three minutes.