How NexHealth Reviews work:
End-of-Day Surveys: At the end of each day, NexHealth reads your appointment list and automatically sends a feedback survey to all of your patients who completed their appointments. This can also be customized to send directly after each appointment if desired. The Review asks patients to rate their experience on a scale of one to five.
Positive Reviews: If a patient had a great experience and rates it as a 4 or 5, they will be redirected to leave a review directly on your Google Business page. This way, positive experiences are shared publicly, helping to boost your reputation.
Negative Reviews: If a patient did not have a great experience and rates it as 1, 2, or 3, they will be asked to leave feedback which will be shared only within NexHealth. This allows you to handle negative feedback in a more controlled manner.
Review Management: You and your staff can view these reviews in your NexHealth dashboard by navigating to Reviews, and then selecting Performance. Cicking on the patient's name allows you to see their rating and view any feedback, so you can address it directly in a conversation with the patient. This way, negative feedback is managed privately and does not reach Google.
Best practices for Reviews:
The goal of NexHealth Reviews is to make handling feedback easier and to boost your reputation by publicly promoting positive experiences and privately managing negative ones.
1. In general, while 70% of patients look to online reviews to help them make the decision to choose a provider, only 10% - 15% of patients industry-wide leave reviews, and are most likely to do so only after a very positive or very negative experience.
2. The MOST effective way to increase your Reviews is to let happy patients know how much you appreciate them leaving a review about their experience and ASK them to leave a review.
3 Explain to patients that they will receive a message asking them to rate their experience from 1 - 5, and then a prompt to post to Google. Let them know you'd appreciate if they do both.
How to set up Reviews:
1. Navigate to NexHealth Home.
2. Select Reviews under Communications.
By default, Reviews send every evening at 7:30 PM to patients seen that day with completed appointments. Reviews are sent once every six months. Patients are asked to rate their experience from 1 - 5, and those who select a 4 or 5 are directed to a Google Review prompt to leave the rating and comments on Google. NexHealth does NOT post directly to Google. The patient must post their review to Google.
To change the rating that is required to be prompted to leave a Google review:
Contact NexHealth Support. We can quickly adjust the rating(s) you would prefer to be prompted to leave a review on Google. (e.g. if you prefer that only those rating their visit a 5 receive the Google prompt, we can do that!).
To change the time of day Reviews are sent:
1. Click on the pencil icon in the Next action tile.
2. Edit the time to the preferred sending time, then click Save. Reviews will now be sent at that time.
To change the frequency that Reviews are sent:
Click on the pencil icon in the Send to patients tile.
Edit the frequency by changing the number of months between Review requests. Then click Save.
To edit the verbiage of the Reviews template:
Click on the pencil icon in the Reviews email and/or Reviews SMS tile(s).
Use the editing tools to adjust the text.
Do not remove INSERTSURVEYRATING. This is what creates the Google Review experience.
Click Preview to see the message from the patient perspective.
Click on Save to save your edit
**Note: Send test does not work with this template because it must be attached to an appointment. To test that it is working as expected, schedule a test appointment in the past, and then manually send the review template from the NexHealth Home dash.
To activate, toggle the control On.
Click YES to confirm the activation. Reviews will begin to send that day at the time you specified.
To view images of what patients receive via email and SMS:
Email review sequence:
First email, sent by default at 7:30 PM each day to all completed appointments.
Patient responds with a 4 or 5:
Patient clicks on Leave a review on Google and receives the Google review prompt:
Reviewers do NOT have to have a Gmail account, but they DO have to be logged into Google. If they are not logged into Google on their device, they will see a prompt to log in first.
If the patient rates their experience a 1, 2, or 3, they are prompted to leave feedback. This feedback is directed into NexHealth only and can be viewed in the Activity feed, the patient's history, or in the Reviews Performance tab.
SMS Review sequence:
First SMS message, sent by default at 7:30 PM each day to all completed appointments (patients with email and SMS in their profile receive both messages):
If the patient responds with a 4 or 5:
Clicking on the link in the SMS takes them to the Google review prompt:
If the patient responds with 1, 2, or 3, they are prompted to reply with feedback, which is sent to NexHealth.
