Overview
The Patient Ratings & Reviews feature allows patients to rate their experience and share feedback about doctors and clinic services.
Key Benefits
- 📊 Track Performance – Monitor doctor ratings over time
- 💬 Patient Feedback – Understand patient satisfaction
- ⭐ Build Trust – Display ratings to new patients
- 🎯 Identify Issues Early – Detect service gaps
- 📈 Improve Quality – Make data-driven improvements
- 🏆 Recognize Excellence – Highlight top-performing doctors
Rating System
Rating Scale
5-Star Rating System
- ⭐⭐⭐⭐⭐ – Excellent
- ⭐⭐⭐⭐ – Very Good
- ⭐⭐⭐ – Good
- ⭐⭐ – Fair
- ⭐ – Poor
Rating Categories
Patients can rate the following categories using a 1–5 star scale:
- Overall Experience (Required)
- Doctor’s Professionalism
- Communication
- Wait Time
- Clinic Cleanliness
- Staff Friendliness
Enabling Reviews
Admin Configuration
- Go to Settings → Pro Settings
- Scroll to Patient Reviews
- Configure the following options:
Enable Reviews: Yes
When to Request Review:
○ After appointment completion
○ Via email (24 hours after visit)
○ Manual request only
Who Can Review:
☑ Only verified patients
□ Anyone (public)
Moderation:
☑ Approve reviews before publishing
□ Auto-publish all reviews
Display Settings:
☑ Show on doctor profile
☑ Show average rating on booking page
□ Show individual reviews publicly
- Click Save Settings
How Patients Submit Reviews
Method 1: Automatic (After Appointment)
After an appointment is marked Completed:
- Patient receives an email/SMS
- Clicks “Rate Your Visit”
- Review form opens:
How was your visit with Dr. Smith?
Overall Rating: ⭐⭐⭐⭐⭐
Rate the following:
- Professionalism
- Communication
- Wait Time
Comments (optional):
[Text Area]
[Submit Review]
- Review is submitted
- Saved as Pending (if moderation enabled)
- Thank-you message is shown
Method 2: Patient Dashboard
- Patient logs in
- Go to My Appointments
- Open a completed appointment
- Click Leave Review
- Submit feedback
Method 3: Manual Review Request
Admin or receptionist can request feedback:
- Go to Patients → Patient Profile
- Open Appointments tab
- Click Request Review
- System sends email/SMS
- Patient completes review
Doctor Profiles with Ratings
Doctor Dashboard View
Doctors can see:
1. Average Rating
⭐⭐⭐⭐⭐ 4.8 (127 reviews)
2. Recent Reviews
- Last 10 reviews
- Star rating + comments
- Patient name or Anonymous
- Review date
3. Category Breakdown
Professionalism: 4.9 ⭐
Communication: 4.8 ⭐
Wait Time: 4.5 ⭐
4. Rating Trends
- Month-wise rating graph
- Performance comparison
- Improvement tracking
Public Doctor Profile (Optional)
Displayed during appointment booking:
Dr. John Smith
Cardiologist
⭐⭐⭐⭐⭐ 4.8 out of 5
127 patient reviews
"Excellent doctor, very caring."
- John D.
✔ Builds trust
✔ Increases booking confidence
Review Management
Admin Review Dashboard
Location: Reports → Patient Reviews
Features:
1. Review List
Patient | Doctor | Rating | Date | Status
John D. | Dr. Smith | ⭐⭐⭐⭐⭐ | Jan 15 | Published
Sarah M.| Dr. Smith | ⭐⭐⭐⭐ | Jan 14 | Pending
2. Filters
- Doctor
- Rating (1–5 stars)
- Status
- Date range
3. Bulk Actions
- Approve
- Hide
- Delete
- Export to CSV
Moderating Reviews
For pending reviews:
Review by: John Doe
Doctor: Dr. Smith
Rating: ⭐⭐⭐⭐⭐
Comment: Excellent service and communication.
Actions:
- Approve – Visible publicly, included in rating
- Hide – Stored but not shown
- Delete – Permanently removed
Handling Negative Reviews
Recommended Process:
- Review feedback carefully
- Verify appointment details
- Discuss internally with staff
- Decide:
- Keep public (valid feedback)
- Hide (spam/inappropriate)
- Contact patient for resolution
✅ Transparency builds trust
❌ Don’t delete valid criticism
Review Request Emails
Automatic Email Example
Subject: How was your visit with Dr. Smith?
Hi John,
Thank you for visiting Downtown Clinic.
We’d love your feedback—it takes less than 2 minutes.
[Rate Your Visit]
Your feedback helps us improve our services.
Thank you,
Downtown Clinic Team
Customizable Options:
- Timing (24h / 48h / 7 days)
- Branding
- Message content
Analytics & Reports
Rating Analytics
Access: Reports → Patient Reviews → Analytics
Available Metrics:
Overall Stats
Total Reviews: 127
Average Rating: 4.8 ⭐
Doctor Comparison
Dr. Smith – 4.8 ⭐
Dr. Jones – 4.6 ⭐
Dr. Lee – 4.9 ⭐
Category Breakdown
- Professionalism
- Communication
- Wait Time
- Cleanliness
- Staff
Trend Analysis
- Monthly rating trends
- Performance insights
Using Feedback for Improvement
Identify Patterns
- Low Wait Time → Improve scheduling
- Low Communication → Training & longer visits
- Cleanliness complaints → More frequent inspections
Staff Performance & Recognition
Use ratings for:
- Performance reviews
- Incentives & bonuses
- Training needs
- Recognizing excellence
⚠️ Always consider trends, not single reviews
Configuration Options
Settings → Pro Settings → Reviews
Review Collection
☑ Enable reviews
☑ Auto-request reviews
☑ Send email & SMS
☑ Reminder after 7 days
Moderation Rules
Auto-publish: 4–5 stars
Approval required: 1–3 stars
Visibility
Admins
Doctors (own reviews)
Patients
Public (optional)
Troubleshooting
Reviews Not Sent
- Check appointment status = Completed
- Verify email/SMS settings
- Confirm patient consent
Low Response Rate
- Send within 24 hours
- Keep form short
- Mobile-friendly design
- Personalized message
Fake Reviews
- Verified patients only
- One review per appointment
- Admin moderation enabled
Best Practices
Do
- Ask at the right time
- Thank patients
- Respond professionally
- Use feedback constructively
Don’t
- Delete honest negative reviews
- Argue publicly
- Spam review requests
Privacy & Compliance
- No diagnosis or medical data
- Anonymous option supported
- HIPAA-compliant handling
- Patient opt-out respected
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