Online Negative Reviews and Complaints in Healthcare and Dentistry: A Scoping Review of Patient Experiences

The increasing use of online review platforms has transformed how patients evaluate and select healthcare providers. Negative online reviews provide valuable insights into patient experiences and sources of dissatisfaction; however, the available evidence remains fragmented across healthcare and dental settings. This scoping review aimed to map the existing literature on negative patient reviews published on online platforms and to identify the main factors associated with patient dissatisfaction in healthcare and dentistry. A literature search was conducted in PubMed, Scopus, and Google Scholar for studies published between January 2015 and October 2025. Studies analyzing pa-tient-authored negative reviews from publicly accessible online platforms, including Google Reviews, Yelp, and Healthgrades, were eligible for inclusion. Data was extracted and synthesized using a thematic approach to identify recurring complaint categories and patterns across settings. Twenty-two studies met the inclusion criteria. The findings showed that negative reviews were predominantly associated with non-clinical aspects of care. The most frequently reported complaints concerned poor communication, un-professional staff behavior, long waiting times, administrative inefficiencies, and financial issues, including perceived high costs and limited pricing transparency. Complaints directly related to clinical quality, treatment outcomes, or pain, were reported less fre-quently. In dental settings, additional concerns were associated with aesthetic outcomes and perceived value for money. The available evidence suggests that patient dissatisfac-tion expressed through online reviews is primarily driven by interpersonal and organi-zational factors rather than clinical performance. Online reviews represent an important source of real-world patient feedback and may support quality improvement initiatives aimed at enhancing patient-centered care.