Satisfaction
The Satisfaction tab is the control panel for the patient experience. It allows the clinic to measure service quality automatically and consistently, closing the patient care loop after every completed appointment.
How the Survey Works
The satisfaction survey system is fully automated:
Trigger
Once an appointment is marked as "Completed" on the calendar, the system starts a one-hour countdown.
Delivery
After that hour, the WhatsApp bot automatically sends a message to the patient requesting:
- A star rating (1 to 5)
- An optional written comment with feedback
Privacy
All satisfaction data is for internal clinic use only. Patient responses are not shared publicly or with other patients.
The one-hour delay is intentional. It gives the patient time to leave the clinic and reflect on their experience, resulting in more thoughtful and honest feedback compared to in-person surveys.
Performance Dashboard
The top section of the Satisfaction tab displays a statistical summary of your clinic's performance:
Key metrics
| Metric | Description |
|---|---|
| Average Rating (Calificacion Promedio) | The clinic's overall score on a scale of 1 to 5 stars |
| Total Responses | The number of patients who provided feedback |
| Rating Distribution | A bar chart showing the breakdown of ratings from Excellent (5 stars) to Poor (1 star) |
Filtering and auditing
You can filter results to focus your analysis:
- Date range: Review performance for a specific week, month, or custom period
- Score filter: View only specific ratings (e.g., show only 1 and 2-star ratings for service recovery prioritization)
Schedule a weekly review of 1-star and 2-star ratings. These represent your most urgent opportunities for service recovery and process improvement. Addressing low ratings quickly can convert dissatisfied patients into loyal ones.
Recent Comments
The bottom section of the tab provides a detailed table of every response received:
Traceability
Each comment entry includes:
| Field | What it shows |
|---|---|
| Patient | Who provided the rating |
| Professional | Which provider they evaluated |
| Service | The specific service performed during the visit |
| Rating | The star score given |
| Comment | The patient's written feedback, suggestions, or complaints |
Using comments effectively
- Identify patterns: If multiple patients mention the same issue (e.g., long wait times with a specific provider), it signals a systemic problem.
- Recognize excellence: Positive comments about specific staff members can be used for team recognition and morale.
- Service recovery: When a patient leaves a critical comment, follow up promptly to address their concern.
Best Practices
- Review comments daily and route critical feedback to the appropriate manager or provider.
- Use date-range filters during weekly team meetings to review the past week's performance.
- Pair satisfaction data with Updates to understand whether operational events (reschedules, long waits) correlate with low ratings.
- Track trends over time rather than reacting to individual ratings. A single bad review is normal; a downward trend requires action.
- Keep the satisfaction survey enabled. Consistent measurement is the only way to detect gradual changes in service quality.
- Share positive feedback with the team to reinforce good practices.