Waited 45 minutes past my appointment, then got a surprise bill. Never coming back.
The whole team was kind and patient with my nervous kid. Great visit.
What your next customer sees
They read the response before they trust the rating.
Prospective patients read your reviews before they call, and they read what the practice says back. Silence reads as indifference. The wrong reply is worse: thanking a reviewer for trusting you with their root canal confirms a care relationship, and that is a HIPAA problem. The familiar options are silence or a reply that discloses too much. There is a third option.
The difference
Same review. Two ways to answer it.
"Susan, we’re sorry your crown appointment ran long last Tuesday! Your insurance only covered part of the procedure, which is why the bill was higher."
Why it hurts: it confirms Susan is a patient, names her procedure, her visit date, and her billing details. Four disclosures in two sentences, each one a HIPAA problem.
"We are sorry to hear about this experience. Long waits and billing surprises are not the standard we hold ourselves to. Please call our office manager at (630) 555-0147 so we can look into it and make it right."
Why it works: it treats the complaint as legitimate, confirms nothing about who the reviewer is or what care they received, and moves the dispute to a named person offline.
How it works
Three steps, then it runs.
Connect your profile
You add AXD as a manager on your Google Business Profile. No passwords change hands, and you can revoke access anytime in two clicks.
We draft every response
Each new review gets a response within one business day, matched to your practice's voice and written under a protocol that never confirms patient status or references care.
You approve, or delegate
Review each draft by text or email before it posts, or let AXD publish. Either way, responses post as your practice.
What is included
The whole job.
- Every review answered within one business day, positive and negative alike
- A protocol that never confirms patient status or references care, dates, or billing
- Your choice of workflow: approve each draft, or hand publishing to AXD
- Same-day escalation call for any review that alleges harm or threatens legal action
- A monthly one-page report: review volume, rating trend, recurring themes
- Your existing backlog of unanswered reviews cleared in the first month
Pricing
One number.
Month to month. No onboarding fee, no long-term contract, no per-review charges. If it stops earning its keep, cancel and revoke access the same day.
AXD REVIEWS
Cancel anytime. Access revocable by you in two clicks.
Questions dentists ask
The short answers.
Is this HIPAA compliant?
Our response protocol is built around published federal guidance on public communications: responses never confirm that a reviewer is a patient and never reference treatment, dates, conditions, or billing, even when the reviewer discloses those details first. That discipline is easy to drop when replies are written at the front desk between patients. AXD is a business advisory firm and does not provide legal advice.
Who writes the responses?
AXD drafts them using AI-assisted workflows, and a person reviews every draft against the protocol before anything is sent to you or posted. Nothing publishes unreviewed.
What happens with a review that threatens legal action?
Nothing posts. You get a call the same day, and any response waits for your sign-off, or your attorney's.
What do you need from us to start?
A fifteen-minute intake call: your voice preferences, who billing disputes should route to, and a manager invite on your Google Business Profile. Responses start the next business day.
Start here
See your own reviews, answered.
Send your practice name and we will reply within two business days with drafted responses to five of your actual reviews. Free, and yours to use whether or not you hire us.