Everyone gets negative reviews.  There are many different opinions on how to address.  The most conservative approach is not to respond at all.  The standard industry response is to simply say “I’m sorry to hear about your experience.  We welcome the opportunity to talk with you.  Please call our office.”  You don’t want to indicate that the patient IS a patient.  Just leave it as a generic response.  Responses that discuss treatment plans put you at risk for HIPAA violations.  The safest approach is either nothing at all or a very generic response.  If you do have negative reviews, I recommend online reputation management.  IF you would like information on how online reviews can be remedied, you can schedule a consult with me.