The Raving Patients Podcast


, Episode 


Resolving Medico-Legal Conflicts: Best Practices For Dental Professionals


, Episode 


March 24, 2023

Resolving Medico-Legal Conflicts: Best Practices For Dental Professionals

Did you get a negative review from a patient online and don’t know how to respond?

While it can be a frustrating experience for dental professionals, how you address patient dissatisfaction can significantly impact your dental practice’s reputation. Fortunately, managing patient conflict effectively is easier than you might think!

Dr. Jeff Segal is a neurosurgeon and an attorney with extensive experience in the world of healthcare communication and conflict resolution. 

There is a fine line regarding what you legally can or can’t say on the internet when responding to reviews, so Dr. Segal’s advice is to be very careful with how you respond and the language you choose.

For example, you always want to avoid an online debate with a patient. Instead, you should only post one response addressing their concerns professionally and respectfully.

Yet in Dr. Segal’s view, the most effective way of managing negative reviews effectively is to anticipate them. So, if you accept that sooner or later, you’ll get that negative review, and it’ll be much easier to take the right course of action to solve the issue.

However, he also points out that as long as you have accumulated many positive reviews, one negative review might not affect your practice as much as you might expect, so don’t worry!

And finally, responding to negative reviews is also a great way to show the public how you manage problems - which is an essential part of your online reputation. 

If you want to learn more, tune in to this week’s episode of ‘The Raving Patients Podcast!’

Dr. Segal joins me to discuss the best strategies to resolve medico-legal conflicts as a dental professional. He shares his insights on the importance of proactively addressing patient dissatisfaction and common pitfalls to avoid when communicating with patients online. Tune in to find out more!

We also discuss how to avoid HIPAA violations, best practices when addressing unfavorable patient reviews and patient conflict, and how to approach thorny medico-legal challenges with confidence and professionalism.

Key Takeaways 

  • Resolving medico-legal conflicts: Best practices for dental professionals (00:00)
  • Dr. Segal’s story and how he became a lawyer (02:45)
  • The difference between responding to positive and negative reviews (11:49)
  • What is a good response when a patient gets an infection? (17:47)
  • Should you respond to negative reviews? (20:05)
  • How to approach patient conflict de-escalation and remediation (25:59)
  • The one thing you should never do in the review space (34:00)
  • Lightning round Q&A (36:30)

Additional Resources

Learn proven dental marketing strategies and online reputation management techniques at:

This podcast is sponsored by Cloud Dentistry, the largest dental talent marketplace. Find out more at:

This podcast is sponsored by Dental Intelligence. Learn more at:

This podcast is sponsored by The Doc Sites, the leading provider of websites and online marketing for dentists. Find out more at:



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