Collecting Patient Feedback

My Feedback lets patients rate their experience with your Organisation from the Patient App. It captures Net Promoter Score (NPS) data through a fixed set of questions, and each patient's responses are stored on their record in the Staff Portal.

My Feedback is always available to patients. There's nothing to set up or switch on.

📱 How Patients Give Feedback

In the Patient App, patients:

1. Tap the Documents icon in the footer menu
2. Tap My Feedback
3. Answer the questions and submit

Patients can submit feedback as often as they like and can view their previous responses from the same screen.

My Feedback is available in the Patient App only. It isn't currently available in the Patient Web Portal.

Feedback is one of the notification categories in each patient's Notification Settings, with Email and Push Notification options.

📋 The Feedback Questions

My Feedback is designed as a simple NPS data capture tool, so the questions are the same for every Organisation and can't be edited.

To ask your own feedback questions, build a Form and send it to patients. See Sending & Viewing Forms for the full walkthrough.

📍 Where to View a Patient's Feedback

Go to:
Patient Management

Click the patient, then scroll across the tabs on their record to Feedback.

The Feedback tab lists every response the patient has submitted, showing the Date, Score and Comment for each.

💡 Best Practices

• Use My Feedback as a consistent satisfaction measure across all your patients
• Use a feedback Form when you need questions specific to a Service or Group Program
• Attach a feedback Form to a Bookable Service under Send Forms When This Service is Attended so it's sent after a session has taken place

Next step:
➡️ To collect feedback using your own questions, see Sending & Viewing Forms.