How do I get more google reviews with automated text and emails?

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.

This is accomplished using a Smart Command in the email and text message (INSERTSURVEYRATING for email, and INSERTSURVEYSMSRATING for text).

Positive reviews: If a patient had a great experience and rates it as a 4 or 5, they will be prompted with a link 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 is 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. Clicking 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.

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 decide how 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 it if they do both.

1. Navigate to NexHealth Home.

2. Select Reviews under Communications from the left side menu.

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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.

*Note: 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 manually send or suppress a review message for a patient with an appointment on the schedule in the past:

1. Click on the ellipsis to the right of the patient's name on NexHealth Home.

2. Click in the Manually send template box and choose Review.

This will immediately send the review message.

To opt a patient out of receiving the review message:

1. Click on the ellipsis to the right of the patient's name on NexHealth Home.

2. Turn off the toggle next to Review in the Appointment messages for this appointment modal. This will prevent the message from being sent to the patient for this appointment only.

To turn off reviews for ALL patients:

If at some point you want to disable reviews for ALL patients, the easiest way to accomplish this is by turning the Reviews template off.

1. Navigate to the Reviews tab from NexHealth Home.

2. Switch the toggle to off. If you have Reviews tied to different types of appointments, make sure to toggle off all those you no longer want to receive reviews.

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).

By default, reviews are sent at 7:30 PM each evening to all appointments marked as complete that day.

To edit the time reviews are sent:

1. Navigate to Reviews and click on the template.

2. Hover to the right of the Next action tile and click on the pencil icon.

3. Edit the time to the preferred sending time, then click Save. Reviews will now be sent at that time.

*Note: 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 and we will update the setting on the back end. Then, follow the instructions above to edit the action tile to the time after an appointment you want to send the review request.

2. Edit the frequency by changing the number of months between review requests. Then click Save.

1. Click on the pencil icon in the Reviews email and/or Reviews SMS tile(s).

2. Use the editing tools to adjust the text.

3. Do not remove INSERTSURVEYRATING. This is what creates the Google Review experience.

4. Click Preview to see the message from the patient perspective.

5. 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.

6. To activate, toggle the control On.

7. Click YES to confirm the activation. reviews will begin to send that day at the time you specified.

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Email review sequence

First email, sent by default at 7:30 PM each day to all completed appointments.

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Patient responds with a 4 or 5:

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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.

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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 visible only in NexHealth.

The Reviews template can also be customized using our Appointment Journeys feature, allowing you to specify reviews by procedure code(s), Appointment or Visit types, or even Providers. Refer to this article for instructions on how to setup Appointment Journeys.