Using Patient Engage, the review process simple, so your patients have a user-friendly experience that encourages regular feedback from them. Below is the process patients follow when they complete a review along with a brief explanation of how your business’s Net Promoter Score (NPS) is impacted.
1. Patients select the Review Us link on an email from us or select the Provide Feedback button on a Thank You communication.
2. If they are requested to leave a review, the Leave a review page appears.
3. Patients can use the following options to review your services:
· Your rating - Patients select a star rating for your business (1 = poor experience and 5 = excellent experience)
· Your review - Patients enter the details of their experience at your business.
· Post review as - Patients opt to be identified as the writer of the review or to remain anonymous.
· Overall feedback (NPS) - Patients identify how likely they are to refer your business to others using a rating scale (1 = highly unlikely, 10 = Very likely). This question is what determines your business’s NPS score.
4. When finished, patients click Publish my review.
Once submitted, the review can appear on Demandforce Local as well as on DF review widgets and applications, reported on your portal’s Dashboard. The Overall feedback response score is the NPS score which aggregates to your practice's total NPS score. In your portal, open the Reputation Management menu, then click Surveys to view your business’s NPS score.
Patients could potentially be directed to different directories to leave reviews.
Note: Patient Engage does not display individual NPS scores even if your clients identify themselves in their reviews.
Can my patients fill out reviews from other sites?
You can influence where your patients are directed to review your practice by taking advantage of the customization options available to you in your portal. Go to Settings > Intelligent Reviews to change your settings.
If my patients don’t provide feedback, will my scores be affected?
No, when your patients do not provide feedback, the feedback window is closed, and this has no negative effect on your NPS score or Review rating average.