Patient feedback, ratings and visit requests

Where to find it

Open Website and look for the Patient Experience group. It has three pages: Patient Feedback, Visit Ratings, and Home Visit Requests. Feedback and ratings need the patient feedback permission; home visit requests need the portal visit requests permission. A badge in the menu shows how many tickets are open and how many visit requests are waiting.

Patient Feedback

Patients send complaints, suggestions, questions, and compliments from the patient portal or your website. Each message becomes a ticket with a reference such as FB-7K3Q9 that the patient can quote when they call you.

Working the list

• Use the tabs (All, Open, In Review, Resolved, Closed) to focus on what needs attention. The number on each tab is the count of tickets.
• Filter by type, branch, or the colleague a ticket is assigned to.
• The list shows the contact, the related order if the patient chose one, the last reply, and when the ticket arrived.

Inside a ticket

Open a ticket to see the whole conversation. The patient's messages are on one side, your replies on the other, and internal notes appear in a yellow dashed box so nobody mistakes them for something the patient can read.

• Reply to patient: sends a message the patient sees in their portal. The first reply on an open ticket moves it to In Review.
• Add internal note: a private note for your team (for example what you checked or who you called). Patients never see internal notes.
• Change status: set In Review, Resolved, or Closed. Resolving records who closed it and when. Reopening a ticket clears that.
• Assign: give the ticket to a colleague so it has an owner.

Good habits: reply the same day even if you only say you are looking into it, write internal notes about what was done, and resolve the ticket only after the patient has an answer.

Visit Ratings

After a visit, patients rate their experience from 1 to 5 stars, with separate ratings for staff, waiting time, cleanliness, and sample collection comfort, plus an optional comment.

• The header shows your average rating, the number of ratings, how many people gave each star level, the average per category, a 30-day comparison, and a weekly trend.
• Filter the list by stars, branch, date range, or ratings that have a comment. Search by order code or patient name.
• A tick in Public OK means the patient agreed to show their review publicly.

Publish as testimonial: for a rating that is allowed to be public and has a comment, select Publish as testimonial and confirm. The review appears on your website with the patient's first name and the first letter of their last name, and it is added to Testimonials where you can hide it later. A rating can be published only once.

Low ratings are useful. Read them weekly, and follow up with the patient or the branch when the same problem repeats.

Home Visit Requests

Patients who want a home visit send a request from the portal or from your website (including people who are not registered patients yet).

The list shows the source (portal or website), who asked, the phone number, who the visit is for, the tests and packages they picked, the preferred date and time window, the address (with a map link when the patient shared their location), and the status.

Work each request through these steps:

1. Mark contacted after you call the patient to confirm details.
2. Mark scheduled once a date and time are agreed.
3. Converted to order after you create the order for the visit. Search for the order by its code or the patient name and link it. Only your own lab's orders can be linked.
4. Cancel request if the visit will not happen. A reason is required.

Each step records your name and the time, and you can add review notes for your team. Closed requests (converted or cancelled) can no longer be changed. Use the status tabs to see what is still waiting.

A request is not an order: nothing is charged and no sample is registered until you create the order in the normal ordering workflow.

Good practice for the whole team

• Check Patient Feedback and Home Visit Requests at the start and end of every shift. The menu badges show what is waiting.
• Assign every open complaint to one person so nothing is left without an owner.
• Never copy patient messages or phone numbers into personal chats. Use the ticket and internal notes instead.
• Review the ratings page weekly with your branch managers and agree on one improvement at a time.