Introduction
The system's customer satisfaction measurement feature allows healthcare institutions to collect direct feedback on the quality of their services. The module sends automated questionnaires after visits, assisting in improving the patient experience and building an online reputation. Feedback provides valuable insights for raising service standards and ensuring long-term patient engagement.
Main Content:
To manage questionnaires, navigate to Examination Notifications > Patient Satisfaction Measurement.
Creating a New Questionnaire:
Click the Add New Questionnaire button.
In the information window that appears, accept the email delivery fee by clicking Next. (Costs are clearly displayed during the creation of every questionnaire).
Enter the Questionnaire Name (for internal identification).
Fill in the Information Text field (optional introduction at the beginning of the questionnaire).
Timing and Google Maps Integration
Dispatch Timing: Set exactly how many hours after the completion of the examination the system should send the email.
Linking Google Maps Account: It is possible to channel positive feedback. If the patient is satisfied, the system offers the option for a Google review.
Important: Only ratings that are 4-5 stars on a 1-5 scale, or 8-10 points on a 1-10 scale, can be transferred to the Google platform.
Handling Negative Reviews The system can be configured to request additional information in case of a low score. A custom text can be provided to encourage the patient to provide a detailed explanation. This helps the institution identify specific sources of error.
Linking to Doctors and Appearance
Selecting Doctors: Questionnaires can be assigned to doctors, allowing for targeted feedback on the work of individual professionals. A questionnaire can be linked to all doctors or only to designated individuals.
Banner and Links: A banner of 600x300 pixels can be uploaded to the email, to which a clickable link can be attached (e.g., for redirecting to the institution's website).
Question Types and Modification Three types of questions can be used:
Rating from 1 to 5
Rating from 1 to 10
Detailed (text) assessment
Rule: Once added, the content of the questions cannot be modified; they can only be deleted, or their order can be changed using the arrows.
Statistics and Cost Tracking The following data can be tracked in the main menu:
Number and ratio of completions, quantity of sent emails.
Billing: The table shows the number of sent emails, the unit price, and the total monthly cost, broken down by month.
Data Download: Results can be downloaded in CSV format for detailed internal analysis.
Unsubscribe Management Patients have the legal right to unsubscribe from satisfaction emails using the link provided in the message. The list of unsubscribed users can be downloaded under the Unsubscribe menu item.
Tips
Tip: To build a positive online reputation, always enable Google Maps integration.
Tip: Set the order of questions so that the most important (e.g., quantifiable) questions are at the beginning.
Tip: Monthly billing helps in planning marketing and quality assurance budgets.
Summary
Automated patient feedback collection linked to specific doctors.
Google Maps integration for 4-5 star and 8-10 point ratings.
Detailed cost monitoring and monthly statistics.
CSV-based data export and management of the unsubscribe list.
FAQ
When is the review transferred to Google?
When is the review transferred to Google?
Reviews are not automatically transferred to Google. If the patient provides a rating of 8–10 points (or 4–5 stars), the system displays a Google review link. By clicking this link, the patient can write the review themselves.
Requirement: The institution must provide the Google review link in advance within the questionnaire settings.
Note: Therefore, the system only offers this option in case of positive feedback, but the Google review is always based on the patient's decision and their own writing; it is not handled by automatic synchronization.
Can I modify a question after I have saved it?
Can I modify a question after I have saved it?
No, the content of the questions cannot be modified for security reasons; they can only be deleted and recreated.
Where can I see how much I spent on questionnaires?
Where can I see how much I spent on questionnaires?
The table at the bottom of the menu item shows the quantity sent and the costs incurred in a monthly breakdown.