Responding to feedback
Acknowledge ratings and reviews, follow up on negative feedback, capture lessons learned.
Overview
After a closed ticket, patients can rate their experience. Patient ratings drive your clinic's perceived quality — both internally (for Owner KPIs) and externally if they leave Google reviews.
Prerequisites
- Owner, Admin, or Receptionist role
- Closed tickets with ratings
Steps
Open Feedback. Patient Support → Feedback tab.
Read recent ratings. Each row: patient, ticket, rating (1-5 stars), free-text comment.
Triage by rating. Sort by lowest first; address the worst before the best.
Respond to negative feedback (1-2 stars). Reply → personal message. Acknowledge concern, offer to make it right. Doesn't go to a public review platform — internal only.
Acknowledge positive feedback (4-5 stars). Quick "thank you" reply maintains relationship. Templates available.
Categorise the issue. Tag the feedback for trend tracking — "Wait time", "Billing confusion", "Reception clarity", "Clinical experience".
Aggregate insights weekly. Reports → Patient Feedback. See which categories get most complaints; brief team accordingly.
Loop back to the patient if you fix something. "We heard your feedback about wait times. We've added an extra receptionist on Mondays." Builds trust.
Expected outcome
- Every rating gets a response within 48 hours
- Negative feedback is treated as actionable, not noise
- Trends inform team training and process changes
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| No feedback to review | Rating step optional for patients | Rates accumulate slowly — be patient |
| Same complaint repeats | Systemic issue | Schedule a team meeting to discuss process change |
| Patient asks for refund in rating | Direct response triggering refund flow | Use Refund flow on their invoice |
| Want public reviews | Not directly integrated | Manually invite happy patients to Google/Facebook reviews |
| Rating disputed | Patient changed mind | They can edit within 30 days; after that the rating is fixed |