Feedback and Reviews

Feedback & Reviews is a patient survey and feedback management tool that helps you keep your finger on the pulse of your patient experience. It also allows you to increase your Google rankings by prompting patients to leave you a Google Review.

You'll have easy access to insightful feedback reports, direct from Practice Admin.

After their appointment, your patients are sent a quick 3-question survey via email, or if the patient has the Healthengine app, an in-app notification. They'll then also be prompted to leave you a Google Review. You can decide whether your patients receive the Google Review prompt or the Healthengine feedback survey first in your Practice Admin account.

Survey responses received, including your practice's Word of Mouth score, is easily accessible via the Feedback section, under Products, in Practice Admin. Your Google Reviews are accessed via your Google My Business page.

Your Word of Mouth score will appear publicly on your Healthengine profile once more than 10 survey responses have been received.

If you're using Best Practice, Zedmed, or PracSoft practice management systems (PMS), the surveys will be automatically sent to ALL of your patients, regardless of how they booked. If you're using a different PMS, surveys will be sent to patients who have booked via Healthengine only.

Please note that patients will only receive a maximum of one feedback request per 90 day period, i.e. if a patient receives a feedback request after their appointment, they won't see another one until 90 days have passed, even if they have multiple appointments during this time. This is to ensure that they aren't having to repeat the same feedback over and over.

With Feedback & Reviews you can get right to the heart of your patient experience by receiving more of the feedback that really matters, and from more of your patients. You'll also benefit from the lift in your organic Google rankings via increased Google Reviews.

• Discover and keep track of your practices Word of Mouth Score, to instantly assess both the quality of your patient experience, and the likelihood that you have positive word of mouth.
• Get more feedback than you've ever received before by having shorter, easier to complete surveys sent to all patients instantly after their appointment, to complete when and where it's convenient for them.
• Receive more positive feedback to share with your team.
• A simple way to allow patients to leave you a Google Review.
• Hold onto more patients and prevent unwanted word of mouth by quickly reaching out to patients that have left negative feedback.
• See all of your results in a new, easy to use dashboard in the 'Feedback' tab, under the Products section in Practice Admin.

All of your results are available via the 'Feedback' tab, under the Products section in Practice Admin. At a quick glance you can easily see your current Word of Mouth Score, and all of your individual survey responses.

Feedback is provided to Healthengine practice customers currently to non-GP practices on a Patient Connect subscription, or for GPs on our GP Complete Subscription.

To opt your practice into Feedback, simply login into your Practice Admin account, navigate to Products > Feedback and click the 'Activate Feedback' button.

Practices using Best Practice, Zedmed, or PracSoft practice management systems (PMS) will then be directed to the Preferences page where they can select which appointment books to send feedback surveys for. If you're using a different PMS, Feedback will automatically configure to send surveys to only those patients who have booked via Healthengine.

With your Word of Mouth Score, you can quickly and easily keep track of whether your practice is providing an experience worth recommending, one that will keep bringing in new patients, and ensures your existing patients want to stay.

The score is just the start though. The additional detail your patients provide in the surveys will highlight what they do and don't like, and what changes you can make to keep improving.

The Word of Mouth Score is also known as a Net Promoter Score, a globally recognised metric for measuring customer experience, loyalty, and predicting growth. Your score is based on patient responses to the question asking them how likely they would be to recommend your practice (on a scale of 0 to 10), and is calculated by subtracting the % of patients who scored you 0-6 (detractors), from the % of patients who scored you 9-10 (promoters).