Review Requests

Introduction

The MyMedLeads Patient Review feature is a great way to manage your practice’s reputation. This guide outlines the various options and configurations for customer reviews.

 

Review Rating Options

MyMedLeads offers three different rating options for patient review setup:

Internal Only
MyMedLeads sends an email to patients that includes a star rating scale and a comment box. The review comments are kept internal for staff and authorized users to view, and patients do not receive any follow-up requests to post their reviews publicly.

Thumbs Up/Thumbs Down
MyMedLeads sends an email with a thumbs-up/thumbs-down question, asking recipients if they would recommend the provider or practice to friends and family. Selecting “Yes” (thumbs up) leads to a page with links to external review sites. Selecting “No” (thumbs down) takes them to an apology page with an internal feedback form, bypassing the external review step.

This option streamlines the process, and only negative feedback comments are visible in MyMedLeads reports, but MyMedLeads can still track if a satisfied patient clicked through to leave a review on an external site. Additionally, happy patients only need to enter comments once on the external review page(s).

Star Rating
This is a two-part customer feedback process. First, an initial email captures positive (4+ stars) or negative (1-3 stars) feedback from patients internally. For positive feedback, the system displays a second message inviting the patient to write a review on one or more external review sites. For negative feedback, the system loads an apology page and notifies you of the need to address the negative comments.

Both positive and negative patient comments are then visible in your MyMedLeads reports. However, the positive comments do not automatically transfer to the external review sites – the patient must type them again manually.

 

Review Configurations

How review requests are triggered
Completing appointments in the EMR system triggers review requests. It’s critical that your staff accurately record all appointments in the EMR to ensure proper triggering of review requests. Additionally, we need to confirm that appointment types are correctly mapped in MyMedLeads.

Delivery Timeframe
Clients can configure review request emails to be sent a specified number of days after an appointment is completed. Commonly, clients schedule review requests 30 days after surgery appointments and 7 days after minor procedure appointments.

Review request text messages can be configured to automatically send the day after an email request is sent, but only if the patient does not respond to the email.

Appointment Types
Patient reviews can be sent for any of the following appointment types:

  • Surgery
  • Minor Procedure
  • Consultation
  • FollowUP
  • Pre-Op
  • Post-Op

Linked External Review Sites
Our platform enables you to share links with patients that direct them to leave reviews on popular external sites like Google, Healthgrades, Vitals, RateMDs, and Facebook. Any reviews patients submit internally will not automatically publish to these external platforms. The goal is to encourage patients to leave reviews on the linked external sites by providing those direct links.

Reporting
See summary info at View Reports > Review Reports and detail at View Reports > Patient Feedback.