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

Background: The widespread use of online review platforms has transformed how patients evaluate healthcare providers and has created a valuable source of patient-generated feedback on healthcare quality. Negative online reviews provide valuable insights into patient experiences and sources of dissatisfaction. This narrative review aimed to synthesize the main themes and concerns expressed in negative online patient reviews across healthcare and dentistry and to explore recurring patterns reported in the available literature. Methods: A narrative literature search was conducted between January 2015 and May 2026. Results: Twenty-two studies were included in the narrative synthesis. Negative online reviews reflected multiple dimensions of the patient experience, including interpersonal, communication, organizational, financial, and clinical concerns. Although the relative prominence of these themes varied across healthcare settings and specialties, dental studies more frequently emphasized treatment expectations, professional trust, and perceived value for money. Conclusions: The findings indicate that patient dissatisfaction expressed in negative online reviews is multidimensional and cannot be interpreted solely through clinical outcomes. Rather than establishing the relative importance of different determinants of patient satisfaction, this review characterizes the themes most commonly expressed in negative online reviews. As a complementary source of patient-generated insights, online reviews may inform patient-centered quality improvement initiatives and support improvements in healthcare service delivery.