Report 01 · Patient movement in Canadian dentistry
Why patients leave their dentist — and whether the next clinic actually does better
An analysis of 106,609 moves between Canadian dental clinics, where the same Google reviewer rated one clinic and then a different one nearby, including 10,345 that followed a bad review, and the complaints written on the way out.
For most, the next clinic was rated much better: 70.6% gave it 4 or 5 stars. But 27.8% left another 1 or 2-star review.
raised how they were treated; 34% cost, 26% failed work, 7% pain
reviewed a new clinic in the same month as the bad review; the median gap was 4 months
median distance to the next clinic; about half moved less than 5 km
rated the next clinic 4 or 5 stars; 27.8% gave it 1 or 2 stars
the unhappy-switch rate of clinics that reply to most of their Google reviews
Reasons come from reading all 8,654 reviews that unhappy switchers wrote, one by one, by AI readers working to a fixed list. How that was done is in “About this study” below.
How we counted a move: the same reviewer rated one clinic and then a different clinic within 24 months and 40 km. The full method and limitations are below.
Why they go
What unhappy switchers said on the way out, how quickly a new clinic appeared, and how far away it was.
Not the drill: failed work, the bill and how they were treated
Three complaints dominate, level with each other as the main one. Pain barely registers.
We read all 8,654 reviews that unhappy switchers wrote. As the main complaint, work that failed (20.4% of those with a clear reason), how people were treated (20.4%) and cost or a surprise bill (19.1%) are level. Counting every complaint a reviewer raises, how they were treated comes up most often, in 39% of reviews, then cost (34%) and failed work (26%). Pain during treatment is the main complaint in 3% and is raised in 7%.
Show both measures for every reason
| Reason | Raised at all | Share of all 8,654 | The main complaint | Share of clear reasons |
|---|---|---|---|---|
| How they were treated | 3,401 | 39.3% | 1,623 | 20.4% |
| Cost or a surprise bill | 2,942 | 34.0% | 1,518 | 19.1% |
| Work that failed or had to be redone | 2,252 | 26.0% | 1,627 | 20.4% |
| Not listened to or not told | 1,884 | 21.8% | 325 | 4.1% |
| Waiting or cancelled appointments | 1,611 | 18.6% | 849 | 10.7% |
| Pushed into treatment they did not want | 1,459 | 16.9% | 753 | 9.5% |
| Sent elsewhere without being treated | 867 | 10.0% | 370 | 4.6% |
| Could not get hold of them | 700 | 8.1% | 273 | 3.4% |
| Pain during treatment | 594 | 6.9% | 243 | 3.1% |
| A disabled or vulnerable patient treated poorly | 309 | 3.6% | 179 | 2.2% |
| The practice or dentist changed | 303 | 3.5% | 123 | 1.5% |
| Cleanliness or infection control | 158 | 1.8% | 69 | 0.9% |
| The practice closed or moved | 13 | 0.2% | 6 | 0.1% |
How we know. Keyword rules first sorted these reviews, and they failed a blind check on 23 September 2026: their “practice closed” group, for example, was right 0 times in 30. So every one of the 8,654 reviews was read whole by an AI reader working to a fixed list of 13 reasons, without seeing any earlier label. 438 were read twice by separate readers, who agreed on the main reason 94% of the time, and we checked a random sample ourselves. A review can raise several complaints, so the percentages add up to more than 100.
In their words
Went for an extraction. Was a nightmare. He broke a second tooth. Bled all over the floor. He denied any problems. Had to see a specialist. They asked if I was in a car accident. Had to have reconstruction surgery. Still suffering years later. …
Left a 1★ review, then gave the next clinic 5★ · British Columbia, 2024
Never again. Didn’t even make it to the actual appointment. I was chastised the minute I walked in for wearin shoes (?). Then chastised because I didn’t confirm my appointment.
Left a 1★ review, then gave the next clinic 5★ · Manitoba, 2022
Even though I have enhanced dental coverage, the expense code they submitted was not covered by my insurance provider. Which is understandable. But you being in business for so many years, why wouldn’t you do a pre-authorization and inform us of the cost upfront?
Left a 1★ review, then gave the next clinic 5★ · Alberta, 2022
I write this standing in front of their closed and locked door at the time I am supposed to be in for an appointment. The door is locked and no one answers if I knock.
Left a 2★ review, then gave the next clinic 5★ · Ontario, 2020
Told me I had 11 cavities, went to my normal dentist and I only had 2, very money hungry
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2018
Normally our visits are efficient and courteous in friendly environment. Not today. After driving through snowstorm, and my son missing school, we were turned away for being 11 minutes late!
Left a 2★ review, then gave the next clinic 5★ · Ontario, 2020
Read six more
I was not overly happy when the hygienist asked the dentist quietly if she should be using etch on the filling they just filled. It fell out the next day. They built the filling up too much and it broke again when I tried to eat.
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2024
Been going here for longer than I can remember. Perhaps 20 years. The new doctors are terrible. I come in with a chipped tooth. I showed them the chipped tooth. I don’t know if it’s apathy or contempt, but they had the audacity to tell me I do not have a chipped tooth.
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2021
… I’ve never in my 61 years of going to a dentist have I ever been subjected to what I endured – I only wanted a cleaning – but was told I had to have a consult – after paying $400 – teeth still not cleaned.
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2025
Unfortunately, this was not a great experience for my daughter, who is neurodiverse. The environment upon arrival was very congested and chaotic, which immediately overwhelmed her. A quieter, more sensory-friendly setting would have been far more suitable.
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2025
Butchered my mouth. I had a wisdom tooth pulled and she didn’t freeze me properly, I was literally screaming as she removed the tooth, I felt everything!
Left a 1★ review, then gave the next clinic 5★ · Ontario, 2017
This use to be a very professional, friendly practice. It is now owned by a corporation or a franchise. Nothing wrong with that except the people involved have no clue.
Left a 1★ review, then gave the next clinic 5★ · Alberta, 2025
From reviews written at the clinic they left. Each writer went on to rate their next clinic 4 or 5 stars. Words are as written; we restored capital letters and mark cuts with “…”. Clinic, staff and place names are never shown.
28 in 100 review a new clinic that same month
The median gap is four months, versus seven months across local moves overall.
Unhappy switchers move faster than the wider group: 28% review a new clinic in the same month as the bad review, and 49% have done so within three months. People sent elsewhere without being treated, and disabled or vulnerable patients treated poorly, move fastest: a median of two months.
Of 100 people who left a clinic unhappy…
reviewed a new clinic in the same month they wrote the bad review. Half of them have moved within three months.
The gap between two reviews, not between two appointments. Source: 03_months_to_next_clinic.csv.
Break it down: how long, reason by reason
Each bar is 100% of the moves for that reason, split by how long people waited. Sorted by how fast they leave.
Show the month-by-month shape and the time bands as numbers
| Reason | Moves | 0-1 mo | 2-3 mo | 4-6 mo | 7-12 mo | 13-24 mo | Median |
|---|---|---|---|---|---|---|---|
| Sent elsewhere without being treated | 370 | 48% | 11% | 9% | 11% | 21% | 2 mo |
| A disabled or vulnerable patient treated poorly | 179 | 46% | 10% | 14% | 13% | 17% | 2 mo |
| No reason given | 1,691 | 41% | 11% | 10% | 15% | 23% | 3 mo |
| Pushed into treatment they did not want | 753 | 45% | 8% | 12% | 16% | 18% | 3 mo |
| Not listened to or not told | 325 | 41% | 11% | 10% | 17% | 21% | 3 mo |
| Work that failed or had to be redone | 1,627 | 38% | 11% | 12% | 18% | 22% | 4 mo |
| How they were treated | 1,623 | 36% | 12% | 12% | 19% | 21% | 4 mo |
| Waiting or cancelled appointments | 849 | 40% | 9% | 12% | 17% | 21% | 4 mo |
| No clear reason | 696 | 35% | 12% | 12% | 19% | 23% | 4 mo |
| Could not get hold of them | 273 | 38% | 11% | 11% | 23% | 16% | 4 mo |
| Pain during treatment | 243 | 37% | 12% | 9% | 17% | 25% | 4 mo |
| The practice or dentist changed | 123 | 31% | 14% | 14% | 18% | 24% | 4 mo |
| Cost or a surprise bill | 1,518 | 32% | 13% | 11% | 19% | 25% | 5 mo |
This is the gap between two reviews, not between two appointments, and people often write a review well after a visit.
They change dentist, not neighbourhood
The median switch is 5.1 km, and about half of unhappy switchers stay within 5 km.
These moves are usually local: 49.6% end up less than 5 km from the clinic they left. Disabled or vulnerable patients stay closest to home, with a median hop of 3.4 km.
Of 100 people who left a clinic unhappy…
moved to a clinic less than 5 km from the one they left. They change dentist, not neighbourhood.
Straight-line distance. Moves over 40 km are left out as house moves. Source: 05_distance.csv.
Break it down: how far, reason by reason
Show the distance bands as a chart and as numbers
| Distance to the new clinic | Unhappy moves | Share of unhappy moves | Share of all local moves |
|---|---|---|---|
| 0-1 km | 1,401 | 13.5% | 12.0% |
| 1-2 km | 1,154 | 11.2% | 7.8% |
| 2-5 km | 2,525 | 24.4% | 21.2% |
| 5-10 km | 2,204 | 21.3% | 22.0% |
| 10-20 km | 2,010 | 19.4% | 23.2% |
| 20-40 km | 1,051 | 10.2% | 13.8% |
| Reason | Median distance | Moves |
|---|---|---|
| No reason given | 1,691 | |
| Work that failed or had to be redone | 1,627 | |
| Pushed into treatment they did not want | 753 | |
| No clear reason | 696 | |
| Cost or a surprise bill | 1,518 | |
| Waiting or cancelled appointments | 849 | |
| How they were treated | 1,623 | |
| Pain during treatment | 243 | |
| Not listened to or not told | 325 | |
| The practice or dentist changed | 123 | |
| Could not get hold of them | 273 | |
| Sent elsewhere without being treated | 370 | |
| A disabled or vulnerable patient treated poorly | 179 |
Straight-line distance between the two clinics. Moves of more than 40 km are left out as house moves.
What happens next
Whether the switch works, who keeps switching, and whether any of this is changing.
Seven in ten rate the next clinic 4–5 stars. One in four gives it 1 star.
Most rate the next clinic highly, but more than one in four has another bad experience.
70.6% of unhappy switchers rate the next clinic 4 or 5 stars. At the other end, 2,872 of 10,345 — 27.8% — leave another 1 or 2-star review. The switch usually ends with a much better rating, but not reliably for everyone.
Show what they gave the new clinic, as numbers
| What they did next | Moves | Share |
|---|---|---|
| 5★ at the new clinic | 7,041 | 68.1% |
| 4★ at the new clinic | 260 | 2.5% |
| 3★ at the new clinic | 172 | 1.7% |
| 2★ at the new clinic | 232 | 2.2% |
| 1★ at the new clinic | 2,640 | 25.5% |
Your odds, by the reason you would leave over
What happened to 100 Canadians who left for the same reason. Reasons with fewer than 100 moves are left out.
Of 100 people who left over work that failed or had to be redone…
rated the clinic they moved to 4 or 5 stars after leaving over work that failed or had to be redone.
Of 100 people who left over how they were treated…
rated the clinic they moved to 4 or 5 stars after leaving over how they were treated.
Of 100 people who left over cost or a surprise bill…
rated the clinic they moved to 4 or 5 stars after leaving over cost or a surprise bill.
Of 100 people who left over waiting or cancelled appointments…
rated the clinic they moved to 4 or 5 stars after leaving over waiting or cancelled appointments.
Of 100 people who left over pushed into treatment they did not want…
rated the clinic they moved to 4 or 5 stars after leaving over pushed into treatment they did not want.
Of 100 people who left over sent elsewhere without being treated…
rated the clinic they moved to 4 or 5 stars after leaving over sent elsewhere without being treated.
Of 100 people who left over not listened to or not told…
rated the clinic they moved to 4 or 5 stars after leaving over not listened to or not told.
Of 100 people who left over could not get hold of them…
rated the clinic they moved to 4 or 5 stars after leaving over could not get hold of them.
Of 100 people who left over pain during treatment…
rated the clinic they moved to 4 or 5 stars after leaving over pain during treatment.
Of 100 people who left over a disabled or vulnerable patient treated poorly…
rated the clinic they moved to 4 or 5 stars after leaving over a disabled or vulnerable patient treated poorly.
Of 100 people who left over the practice or dentist changed…
rated the clinic they moved to 4 or 5 stars after leaving over the practice or dentist changed.
The 10,345 moves that followed a 1 or 2-star review. Source: the stars each person gave the new clinic.
Eight in a hundred ever review a second clinic
Most reviewers only ever write about one clinic: 92 in 100.
22,716 Canadians have reviewed three or more dental clinics, and 429 have reviewed six or more. Some never settle; others simply review everything. Read it as a curiosity, not a finding.
Of 100 people who review a Canadian dental clinic…
have reviewed a second dental clinic. Only one in a hundred has reviewed three or more.
Everyone who has written a review of a Canadian dental clinic. Source: 08_clinics_per_reviewer.csv.
Show how many clinics each person reviewed
| Clinics one person reviewed | People |
|---|---|
| 1 | 2,200,621 |
| 2 | 164,998 |
| 3 | 18,735 |
| 4 | 2,904 |
| 5 | 648 |
| 6+ | 429 |
Switching is not rising. Reviewing is.
The rate has sat between 3 and 5 unhappy switches per 1,000 reviews for a decade.
The raw count of unhappy switches rose from 89 in 2016 to 2,250 so far in 2026, but reviewing grew dramatically over the same period. Once the count is measured against reviews written, the unhappy-switch rate stays between 3 and 5 per 1,000 across the decade.
Show the raw count (the series to avoid) and the year-by-year numbers
| Year | Reviews written | Unhappy switches | Per 1,000 reviews |
|---|---|---|---|
| 2016 | 24,603 | 89 | 3.6 |
| 2017 | 53,633 | 239 | 4.5 |
| 2018 | 86,931 | 413 | 4.8 |
| 2019 | 132,094 | 549 | 4.2 |
| 2020 | 122,446 | 463 | 3.8 |
| 2021 | 199,134 | 614 | 3.1 |
| 2022 | 233,063 | 874 | 3.8 |
| 2023 | 291,906 | 1,137 | 3.9 |
| 2024 | 414,846 | 1,473 | 3.5 |
| 2025 | 551,837 | 2,206 | 4 |
| 2026 * | 479,091 | 2,250 | 4.7 |
* 2026 covers 1 January to 9 September and is the highest rate in the series. The year is unfinished and the newest moves are the least settled, so we will re-check it at year end. 2012 to 2015 are left out: fewer than 30 moves a year.
The time of year
The raw count peaks in July and August, with about 1,020 unhappy moves in each month, versus 748 in September. This is a count, not a seasonally adjusted rate.
The dental care plan
The Canadian Dental Care Plan began rolling out in May 2024. Cost’s share of named reasons has moved between about 17% and 23% since 2019 with no clear break after the rollout, and the earlier years rest on far fewer moves. This dataset does not show the plan changing why Canadians leave.
Show cost's share by year as a chart and with sample sizes
| Year | Cost as a share of named reasons | Cost moves | All named reasons |
|---|---|---|---|
| 2019 | 22.5% | 87 | 386 |
| 2020 | 19.6% | 68 | 347 |
| 2021 | 19.5% | 86 | 440 |
| 2022 | 16.7% | 112 | 671 |
| 2023 | 18.7% | 164 | 877 |
| 2024 (plan starts) | 20.0% | 238 | 1,192 |
| 2025 | 18.0% | 311 | 1,723 |
| 2026 | 20.4% | 359 | 1,764 |
Where it happens, and who loses
The map, the clinics that lose patients, what the new clinic has that the old one lacked, and language.
Quebec has Canada’s highest unhappy-switch rate
Quebec records 5.45 unhappy switches per 1,000 reviews. Nova Scotia switchers are least likely to rate the next clinic 4 or 5 stars.
Quebec has the highest provincial unhappy-switch rate in the dataset at 5.45 per 1,000 reviews. Alberta is lower at 3.75, and 75.6% of its switchers rate the next clinic 4 or 5 stars. The lowest next-clinic 4–5-star share is Nova Scotia at 58.7% of 126 moves, followed by Quebec at 65.5%.
Show every province, including those below the threshold
| Province | Clinics | Unhappy moves out | Per 1,000 reviews | Glad they moved |
|---|---|---|---|---|
| Ontario | 11,000 | 4,838 | 4.14 | 69.3% |
| Alberta | 2,879 | 2,021 | 3.75 | 75.6% |
| British Columbia | 3,895 | 1,510 | 3.5 | 73.2% |
| Quebec | 4,681 | 1,329 | 5.45 | 65.5% |
| Manitoba | 640 | 275 | 3.22 | 70.9% |
| Saskatchewan | 488 | 139 | 2.57 | 74.1% |
| Nova Scotia | 494 | 126 | 3.23 | 58.7% |
| New Brunswick | 401 | 63 | 2.65 | 69.8% |
| Newfoundland and Labrador under 30 moves | 227 | 21 | — | — |
| Yukon under 30 moves | 27 | 11 | — | — |
| Prince Edward Island under 30 moves | 91 | 8 | — | — |
| Northwest Territories under 30 moves | 23 | 2 | — | — |
| Nunavut under 30 moves | 5 | 0 | — | — |
Rate is unhappy moves out of the clinics in that province, per 1,000 reviews written there. Provinces under 30 moves show counts only.
Among the 63 cities above the publication threshold, Gatineau has the highest unhappy-switch rate at 9.45 per 1,000 reviews and the lowest next-clinic 4–5-star share at 43.3%. Cities below 30 moves are left out rather than shown as zero.
Find your city: all 63 cities, searchable and sortable
| City | Unhappy moves | Per 1,000 reviews | Median km | Rated the next clinic 4–5★ |
|---|---|---|---|---|
| Calgary, AB | 1,018 | 4.19 | 7.3 | 76.5% |
| Edmonton, AB | 600 | 4.59 | 6.1 | 72.7% |
| Toronto, ON | 597 | 4.92 | 3.8 | 69.0% |
| Montreal, QC | 415 | 7.57 | 4.4 | 67.2% |
| Mississauga, ON | 361 | 4.44 | 7.4 | 66.2% |
| Vancouver, BC | 358 | 4.23 | 3.7 | 68.4% |
| North York, ON | 331 | 5.34 | 7.5 | 62.8% |
| Scarborough, ON | 300 | 5.76 | 6.6 | 66.0% |
| Winnipeg, MB | 237 | 3.23 | 5.1 | 70.9% |
| Ottawa, ON | 233 | 4.45 | 5.5 | 66.5% |
| Hamilton, ON | 188 | 5.66 | 4.5 | 70.7% |
| Brampton, ON | 186 | 3.67 | 7.7 | 58.6% |
| Surrey, BC | 178 | 3.96 | 5.4 | 75.3% |
| London, ON | 167 | 4.06 | 4.7 | 70.7% |
| Etobicoke, ON | 160 | 4.79 | 7.2 | 77.5% |
| Burnaby, BC | 147 | 4.35 | 6 | 74.8% |
| Kitchener, ON | 104 | 5.2 | 4 | 71.2% |
| Richmond Hill, ON | 99 | 4.29 | 9 | 60.6% |
| Laval, QC | 93 | 6.27 | 7.7 | 72.0% |
| Coquitlam, BC | 89 | 5.58 | 5.6 | 75.3% |
| Oakville, ON | 88 | 3.5 | 6.7 | 73.9% |
| Victoria, BC | 81 | 3.64 | 3.4 | 74.1% |
| Windsor, ON | 78 | 4.11 | 4.4 | 73.1% |
| Waterloo, ON | 78 | 4.86 | 4.4 | 82.1% |
| Cambridge, ON | 75 | 4.92 | 4.3 | 74.7% |
| Markham, ON | 74 | 4.37 | 5.9 | 63.5% |
| Thornhill, ON | 71 | 4.84 | 7.8 | 71.8% |
| Richmond, BC | 71 | 4.52 | 5.2 | 63.4% |
| Burlington, ON | 70 | 3.58 | 4.6 | 61.4% |
| Red Deer, AB | 69 | 4.27 | 3.7 | 72.5% |
| Barrie, ON | 67 | 3.61 | 4.1 | 70.1% |
| Gatineau, QC | 67 | 9.45 | 4.8 | 43.3% |
| Saskatoon, SK | 62 | 3.0 | 4.8 | 75.8% |
| Oshawa, ON | 60 | 4.29 | 6.2 | 65.0% |
| St. Catharines, ON | 57 | 4.54 | 3.5 | 78.9% |
| Brantford, ON | 54 | 4.27 | 3.5 | 75.9% |
| Guelph, ON | 54 | 3.31 | 3.3 | 63.0% |
| Halifax, NS | 54 | 3.55 | 3.6 | 63.0% |
| Kelowna, BC | 54 | 2.69 | 2.8 | 85.2% |
| North Vancouver, BC | 53 | 3.27 | 2.8 | 62.3% |
| Kingston, ON | 52 | 4.67 | 4.5 | 80.8% |
| Regina, SK | 52 | 3.14 | 3.9 | 73.1% |
| Kanata, ON | 51 | 4.77 | 5.8 | 70.6% |
| Nepean, ON | 50 | 3.93 | 7.8 | 70.0% |
| Quebec City, QC | 50 | 3.87 | 3.9 | 64.0% |
| Newmarket, ON | 50 | 4.05 | 5 | 74.0% |
| Abbotsford, BC | 47 | 3.63 | 2.1 | 72.3% |
| Whitby, ON | 45 | 2.95 | 4.8 | 77.8% |
| Stoney Creek, ON | 44 | 5.39 | 7.6 | 70.5% |
| Langley, BC | 43 | 3.62 | 11.1 | 76.7% |
| Airdrie, AB | 43 | 3.28 | 2.7 | 74.4% |
| Niagara Falls, ON | 42 | 5.62 | 4.6 | 71.4% |
| Ajax, ON | 42 | 3.75 | 6.5 | 69.0% |
| New Westminster, BC | 41 | 3.69 | 1.4 | 80.5% |
| Nanaimo, BC | 39 | 4.42 | 5.1 | 71.8% |
| Milton, ON | 36 | 3.64 | 14.7 | 69.4% |
| Longueuil, QC | 35 | 4.45 | 8.1 | 68.6% |
| Grande Prairie, AB | 35 | 2.46 | 2 | 85.7% |
| East York, ON | 34 | 4.51 | 4.9 | 76.5% |
| York, ON | 32 | 8.19 | 4.9 | 81.3% |
| Sherwood Park, AB | 30 | 2.43 | 2.7 | 83.3% |
| Woodbridge, ON | 30 | 2.71 | 9.6 | 70.0% |
| Vaughan, ON | 30 | 3.27 | 11.4 | 60.0% |
Clinics that never reply have twice the unhappy-switch rate
Review rating and reply behaviour track switching most clearly. Ownership and online booking show little difference.
Clinics that reply to most Google reviews record 3.36 unhappy switches per 1,000 reviews; clinics that never reply record 6.92. That is an association, not proof that replying prevents a patient from leaving: the clinics also differ in size and rating.
Show these as a table, with clinic counts
| Clinics | Unhappy patients lost per 1,000 reviews | Glad switchers gained per 1,000 reviews | |
|---|---|---|---|
| Google rating of the clinic | |||
| 4.0-4.4 | 2,455 | 16.3 | 4.29 |
| 4.5-4.7 | 3,434 | 7.88 | 3.48 |
| 4.8-5.0 | 12,566 | 2.21 | 2.59 |
| Under 4.0 | 6,396 | 22.25 | 3.12 |
| Does the clinic reply to reviews? | |||
| Never replies | 8,417 | 6.92 | 3.85 |
| Replies sometimes | 4,894 | 4.22 | 2.7 |
| Replies to most reviews | 6,820 | 3.36 | 2.71 |
| Size of the clinic, by reviews | |||
| Under 50 reviews | 15,936 | 10.1 | 5.06 |
| 50-149 | 3,813 | 5.57 | 3.7 |
| 150-399 | 3,326 | 3.68 | 2.68 |
| 400+ | 1,776 | 2.93 | 2.35 |
| Ownership | |||
| Group-owned | 1,364 | 3.76 | 2.49 |
| Independent or unknown | 23,487 | 4.01 | 2.86 |
| Type of practice | |||
| General | 20,399 | 3.86 | 2.75 |
| Other | 2,401 | 5.88 | 3.16 |
| Specialist | 2,051 | 4.36 | 3.16 |
| Online booking | |||
| No online booking listed | 6,647 | 4.13 | 2.78 |
| Online booking | 18,204 | 3.93 | 2.81 |
Low-rated clinics lose patients about ten times as often as top-rated ones, which is partly circular: those unhappy reviews are part of what makes the rating low. We hold the same figures for named dental groups but do not publish them, because group membership is read from clinic websites and is incomplete. Ask us if you need that cut.
When cost drives the switch, most still land where prices aren’t published
Seven in ten people who left over money and were glad they moved chose a clinic that does not publish its prices.
Among 1,085 people whose review complained about cost or a bill and who then rated the next clinic 4 or 5 stars, the share of clinics that publish prices rises from 26.0% to 30.0%, and direct billing from 40.5% to 43.5%. The clearer shift is reputation: the average Google rating rises from 4.62 to 4.80.
Their review complained about work that failed or had to be redone
1,157 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 26.2% → 25.6% | no real change |
| Says it bills insurance directly | 36.0% → 37.3% | +1.3 |
| Says it takes the dental care plan | 35.1% → 34.1% | -1.0 |
| Open evenings | 68.2% → 63.4% | -4.8 |
| Open Saturdays | 56.4% → 47.0% | -9.4 |
| Online booking | 79.7% → 80.0% | no real change |
| Group-owned | 15.5% → 13.0% | -2.5 |
| Front desk praised | 114.2 → 123.1 | +8.9 |
| Seen the same day | 3.6 → 2.9 | no real change |
| Runs on time | 14.5 → 15.3 | no real change |
| Gentle care | 70.3 → 74.6 | +4.3 |
| Explains clearly | 29.8 → 33.1 | +3.3 |
| Average Google rating | 4.60★ → 4.79★ | +0.19 |
Their review complained about how they were treated
1,160 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 21.5% → 27.2% | +5.7 |
| Says it bills insurance directly | 35.0% → 39.3% | +4.3 |
| Says it takes the dental care plan | 31.0% → 35.9% | +4.9 |
| Open evenings | 61.6% → 68.2% | +6.6 |
| Open Saturdays | 48.6% → 54.2% | +5.6 |
| Online booking | 75.7% → 78.8% | +3.1 |
| Group-owned | 12.6% → 12.5% | no real change |
| Front desk praised | 118.3 → 121.6 | +3.3 |
| Seen the same day | 3.2 → 3.1 | no real change |
| Runs on time | 14.7 → 15.6 | no real change |
| Gentle care | 70.7 → 70.9 | no real change |
| Explains clearly | 30.3 → 32.4 | +2.1 |
| Average Google rating | 4.53★ → 4.78★ | +0.25 |
Their review complained about cost or a surprise bill
1,085 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 26.0% → 30.0% | +4.0 |
| Says it bills insurance directly | 40.5% → 43.5% | +3.0 |
| Says it takes the dental care plan | 35.4% → 37.6% | +2.2 |
| Open evenings | 70.1% → 67.5% | -2.6 |
| Open Saturdays | 55.2% → 54.5% | no real change |
| Online booking | 78.1% → 77.6% | no real change |
| Group-owned | 17.4% → 15.3% | -2.1 |
| Front desk praised | 116.6 → 126.4 | +9.8 |
| Seen the same day | 3.6 → 2.9 | no real change |
| Runs on time | 14.1 → 15.4 | +1.3 |
| Gentle care | 72.7 → 74.8 | +2.1 |
| Explains clearly | 30.9 → 33.6 | +2.7 |
| Average Google rating | 4.62★ → 4.80★ | +0.18 |
Their review complained about waiting or cancelled appointments
643 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 26.1% → 28.6% | +2.5 |
| Says it bills insurance directly | 38.6% → 42.6% | +4.0 |
| Says it takes the dental care plan | 32.2% → 38.3% | +6.1 |
| Open evenings | 65.9% → 68.3% | +2.4 |
| Open Saturdays | 53.3% → 51.8% | -1.5 |
| Online booking | 76.0% → 79.9% | +3.9 |
| Group-owned | 15.9% → 13.8% | -2.1 |
| Front desk praised | 107.7 → 122.9 | +15.2 |
| Seen the same day | 3.7 → 3.5 | no real change |
| Runs on time | 13.0 → 14.6 | +1.6 |
| Gentle care | 66.9 → 72.7 | +5.8 |
| Explains clearly | 28.9 → 32.9 | +4.0 |
| Average Google rating | 4.55★ → 4.78★ | +0.23 |
Their review complained about pushed into treatment they did not want
534 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 28.8% → 31.1% | +2.3 |
| Says it bills insurance directly | 43.3% → 38.6% | -4.7 |
| Says it takes the dental care plan | 38.8% → 36.7% | -2.1 |
| Open evenings | 69.5% → 68.2% | -1.3 |
| Open Saturdays | 56.6% → 57.3% | no real change |
| Online booking | 74.2% → 80.5% | +6.3 |
| Group-owned | 15.4% → 12.4% | -3.0 |
| Front desk praised | 119.9 → 129.8 | +9.9 |
| Seen the same day | 3.8 → 2.8 | -1.0 |
| Runs on time | 12.8 → 15.2 | +2.4 |
| Gentle care | 75.5 → 79.8 | +4.3 |
| Explains clearly | 32.1 → 35.5 | +3.4 |
| Average Google rating | 4.65★ → 4.78★ | +0.13 |
Their review complained about sent elsewhere without being treated
264 people who complained about this and then rated the next clinic 4 or 5 stars. “Front desk praised” and the rest are mentions per 1,000 reviews at that clinic.
| What we compared | Clinic they left → clinic they chose | Change |
|---|---|---|
| Publishes prices on its website | 17.8% → 22.7% | +4.9 |
| Says it bills insurance directly | 33.7% → 38.6% | +4.9 |
| Says it takes the dental care plan | 29.5% → 31.8% | +2.3 |
| Open evenings | 62.5% → 63.3% | no real change |
| Open Saturdays | 39.8% → 49.6% | +9.8 |
| Online booking | 81.4% → 78.0% | -3.4 |
| Group-owned | 11.4% → 16.7% | +5.3 |
| Front desk praised | 109.1 → 114.2 | +5.1 |
| Seen the same day | 4.1 → 4.0 | no real change |
| Runs on time | 16.3 → 14.5 | -1.8 |
| Gentle care | 71.9 → 76.1 | +4.2 |
| Explains clearly | 29.5 → 33.1 | +3.6 |
| Average Google rating | 4.54★ → 4.74★ | +0.20 |
Clinic details are read from clinic websites as they stood on 12 September 2026. Praise counts are mentions per 1,000 reviews at that clinic. Only glad switches are counted, so each comparison is between a clinic that failed someone and one that satisfied them.
French-language switchers show half the median wait
The median gap is 2 months for French-language reviews and 4 months for English or other reviews.
Both groups have the same 5.1 km median hop. Language is detected with a simple word check on the review, so this split is indicative rather than a precise language classification.
About this study How it was built, and what it cannot show
We collect every Google review of every dental clinic in Canada. Google shows who wrote each review, so when the same person reviews two different clinics we can see the move. We never publish anything about an individual, and no clinic is named anywhere in this report.
The words we use
What it cannot show
What is still being validated
Reporting this? Ask for the numbers behind any chart.
Every figure carries its sample size. We can share the underlying cuts for reporting or research, including by reason and province, by dental group, or for cities below our publication threshold. Journalists, researchers and dental organisations are welcome; we ask for a link back.
Please cite as: Dentist Signal, “Why patients leave their dentist”, Report 01, September 2026. Based on 2.6 million Google reviews of 25,131 Canadian dental clinics; 10,345 local moves that followed a 1 or 2-star review.