For use with NexHealth Templates and Communications - Reviews
Overview
Set up Reviews
By default, reviews are sent every evening at 7:30 PM to patients seen that day with completed appointments, once every six months. Patients are asked to rate their experience from 1 - 5, and those who select a 4 or 5 are prompted with a link to the Google Review prompt so they can leave the rating and comments on Google.
NexHealth does NOT post directly to Google. The patient must post their review to Google.
1. Navigate to Reviews.
Use the lefthand sidebar to navigate to Reviews.
2. Select an Appointment Type sequence, or + Add Reviews Sequence.
When you create a new Reviews sequence, you’ll be prompted to specify which appointment types you’d like the sequence to notify.
3. Edit the Reviews sequence as desired.
You can edit this template as you would edit any other template.
Do not remove INSERTSURVEYRATING. This is what creates the Google Review experience.
Edit timing
To change the timing of when this template is sent, click on the pencil to the right of the gray Next action tile. Be sure to click Save when finished.
By default, reviews are sent at 7:30 PM each evening to all appointments marked as complete that day, but you can change this.
For many systems, we can also send reviews at a specified time immediately after the appointment ends (for example 15 minutes). If you would like to enable this, please contact NexHealth Support. Then, edit the action tile to the time after an appointment you want to send the review request.
Edit messages
To edit messages, use the pencil icon to edit specific messages within the recall sequence.
Add steps
Use the + button to add steps to your recall sequence.
Change frequency of review requests
To change frequency of review requests, click on the pencil icon in the Send to patients tile, edit, and Save.
4. Toggle on the sequence.
To activate, use the toggle at the top of the sequence. Switch the template to ON, and click YES when prompted.
This template does NOT prompt the Google review in Preview mode. The Reviews template must be associated with an actual appointment on the schedule. To test the template, schedule a test appointment, then manually send the review from the NexHealth Home page.
You can return to toggle off the reviews sequence.
You can turn off the Reviews template at any time by returning to the sequence and toggling the switch to OFF.
Opt a patient out of receiving the review message
You can prevent a patient from receiving a single Reviews request.
This will prevent the Review message from being sent to the patient for this appointment only. To prevent them from ever receiving a Reviews message, change their Notification preferences.
1. Click on the ellipsis to the right of the patient's name on NexHealth Home.
2. Turn off the toggle next to Review.
Turn off the toggle next to Review in the Appointment messages for this appointment modal. This button will only be active if there is a Reviews sequence active for that appointment’s type.
Contact support to change the rating required 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 5-star ratings receive the Google prompt, we can do that).
Send reviews to narrower audiences
The Reviews template can also be customized to send reviews to narrower articles feature, allowing you to specify reviews by procedure code(s), Appointment or Visit types, or even Providers. Refer to the article on sending different communications based on appointment type.
View patients' review experience
The patients will have a slightly different experience between email and SMS.
Initial Reviews request message
The first message sent by default at 7:30 PM each day to all completed appointments and ask the patient to rate the experience.
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If the Patient responds with a 4 or 5
If the patient responds with a 4 or 5, they’ll be prompted with a link to leave a review on Google.
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If the patient clicks on the link to leave a review
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 clicks on Leave a review on Google or the SMS link, they’ll receive the Google review prompt. | 
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If the Patient responds with a 1, 2, or 3
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.
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