Orders, visit ratings and feedback in the portal
How patients follow their visits, rate a completed visit, and send complaints, suggestions or questions that your team answers.
Orders list
The Orders tab lists every visit of the family, with filters for In progress and Completed. Each card shows the order number, person, number of tests, branch and the amount still due.
Order details
Opening an order shows:
- Progress: Registered → Sample collected → In the lab → Results ready, with times.
- Tests: each test with its own status, so patients know which results are ready.
- Payment: total, discount, insurance share, paid amount and balance due, with each payment.
- Branch: address with Call and Directions buttons.
- Download PDF for the visit's results once at least one result is released.
Staff notes, costs and partner lab details are never shown.
Rating a visit
When an order is completed, the patient is invited to rate the visit (on the home screen and in the order). They give 1 to 5 stars overall and can also rate staff friendliness, waiting time, cleanliness and sample collection, and add a comment. Each visit can be rated once.
If the patient agrees, their comment may be shown on your website. You choose which ones to publish from Visit Ratings in the Lab panel (see Patient feedback).
Feedback and complaints
From More > Feedback & complaints, or Report a problem on an order, patients can send a complaint, suggestion, question or thanks, optionally linked to a visit. Each message gets a reference number such as FB-7K3Q9.
The message opens as a conversation:
- Your team replies from Patient Feedback in the Lab panel and the reply appears in the patient's conversation.
- Internal notes added by staff are never shown to the patient.
- If the patient writes again on a resolved conversation, it reopens for your team.
- Closed conversations cannot receive new replies; the patient can start a new one.
Visitors without an account can also write to you from the website's Contact page and follow the answer with their reference and phone number.
Answering feedback well
- Reply within one working day, even if only to say you are checking.
- Use internal notes for anything the patient should not read.
- Mark the conversation resolved once the patient has their answer; it reopens automatically if they write again.
- Publish only ratings whose authors agreed to it, and thank patients for compliments.
Turning features off
Visit ratings and complaints can each be turned off in Website settings > Features. Their buttons and screens then disappear for patients.