Acknowledge and apologize  Be human. Be sincere. Take the high road and issue an apology. Explain that you are sorry for any inconvenience or bad experience that the patient might have faced. Doing so shows that your practice holds itself to a high standard of service and genuinely cares. 2. Provide an explanation not an excuse Patients can leave nasty complaints about the dentist, staff, and treatment or share a novel about their negative experience at your office. No matter what, your priority is providing an explanation that is honest and helpful. It is important that you keep an even tone and avoid brushing off the patient or becoming defensive with your response. 3. Discuss the matter offline You don't want to get into an argument online. You want to provide a response that shows the next perspective patient that you care and try to resolve anything else you can on the phone or in person with the patient.