Surveys are a powerful tool that NextPatient offers to see how patients feel about their visit and share those great experiences with others! The Survey tool feature is how NextPatient helps both with reputation management and new patient acquisition.
After your administration has configured and enabled patients reviewing your office, it is important to monitor and respond to reviews as they are received. To access this, click the Surveys tab.
The Summary display is viewed by default. A 30-day summary includes:
The number of Google clicks (as seen in the above example, it doesn't mean the patient wrote a review)
Surveys that were sent, and whether it was by email or text.
Current Google rating; ratings for Facebook and Healthgrades are not imported at this time.
If a Google My Business profile is authorized on the selected account, the Recent Activity section will show a list of reviews including the Google account name, comments, the rating, and date it was left on Google.
In this scenario, clicking a patient’s name in the list will provide you a list of possible matches. These possible matches are based on the patients who clicked on a review link around the same time that the review was left; an exact match is not assumed because the Google account name does not need to match the patient’s name in their chart such as with parents leaving reviews for minor patients or people who use alternative names on their social media accounts.
If no Google My Business profile is linked to the selected account, the Recent Activity section will show the list of patients who clicked the provided link in the SMS message or email; this does not indicate that the listed patient left a review, only that they visited the link to the review page. The image below displays this configuration.
Clicking the names of the patients can allow you to access it for further detail.
