New White Paper: What 851,267 Patient Reviews Reveal About UK Dentistry

EXACT integration partner Working Feedback has just released a powerful new White Paper that lifts the lid on what over 850,000 patients really think about their dental experiences across the UK.

This exciting research reveals national trends, real-time insights, and hidden commercial opportunities drawn from five years of patient feedback covering topics such as; 

• Review collection trends
• Regional differences in patient satisfaction 
• What could be improved? Key themes of patient feedback 
• Action plan for common negative feedback themes 
• The hidden link between reviews and revenue

Regional Differences in Patient Feedback

• Patient satisfaction in the UK & Ireland dental industry remains high, with sentiment positivity consistently above 90%, peaking regionally in Scotland and the North East.
• Scotland and the North East emerge as standout performers, consistently achieving positivity rates above 97%.
• In contrast, Greater London exhibits the highest levels of negativity, driven by urban-specific challenges such as high patient volumes, cultural diversity and accessibility issues.

Learning from successful regional models, such as those in Scotland, could guide strategies for high-negativity regions. Urban centres like London would benefit from focused improvements in communication and accessibility to address their unique challenges.

What could be improved? Key themes of patient feedback

Physical Environment & Accessibility Parking issues:

• Mentions of insufficient or problematic parking
• Waiting area comfort: Comments about uncomfortable seating, lack of magazines, or unwelcoming atmosphere
• Accessibility: Mentions of problems with stairs/ lack of lifts, especially for elderly/disabled patients
• Temperature control: Comments about rooms being too hot or cold

Appointment Management

• Waiting times: Comments about long waits for both scheduling and during visits
• Communication: Mentions of poor phone answering or unclear appointment reminders
• Cancellations: Reports of last-minute cancellations by the practice

Staff Interactions

• Reception staff: Comments about unfriendly or inefficient reception service
• Dentist consistency: Mentions of frequently changing dentists disrupting continuity of care
• Communication: Requests for better explanations of procedures

Clinical Experience

• Hygiene services: Comments about availability or quality of hygienist services
• Pain management: Mentions of discomfort during procedures
• Equipment issues: Comments about outdated or uncomfortable dental chairs/tools

Cost & Value 

• Pricing Concerns: Comments about high costs or unexpected charges NHS availability: Mentions of dissatisfaction with limited NHS appointments
• Payment processes: Comments about problematic payment systems

Based on the insights, dental practices can take clear, actionable steps to boost patient satisfaction ranging from improving the physical environment and appointment systems to enhancing staff training, clinical care, and cost transparency. These targeted improvements help create a more accessible, responsive, and patient-centred experience.

Review collection trends

• SMS remains the preferred channel, but other digital methods (Email/Online, QR codes) are gradually gaining traction.
• Nationally, SMS holds a strong average of 72.2%, followed by Email/Online at 22.6%, QR codes at 4.7%

The Hidden Link Between Reviews & Revenue

• Social Proof Fuels Premium Services. Patients researching Implants or Makeovers rely heavily on reviews. Every testimonial is a sales tool for high-margin treatments.
• A patient who feels valued (because their feedback was acted upon) is more likely to accept treatment plans and refer others.
• A five star review today plants the seed for a four-figure case tomorrow because no marketing sells premium dentistry like the patient in your chair.