What about unhappy patients? They rate the visit before reaching Google
Before the patient gets to Google, they rate the visit in Repto on a scale of 1 to 5. After a lower rating, they first tell the clinic what went wrong, and the manager gets an email and can call back before it goes public. The clinic sets the rating at which the patient goes straight to Google, and can switch the safety net off.
- After a lower rating, the patient first tells the clinic what went wrong.
- A few minutes later the manager gets an email and can call back.
- Each case has a status and notes in the dashboard, so you see who handled it.
- In the dashboard you set the rating at which the patient goes on to Google.
- You can switch the safety net off at any time.
Why does the patient rate the visit before going to Google?
Many clinics' Google reviews come mostly from angry patients, because angry patients post unprompted and happy ones forget. The clinic then learns about a problem at the front desk or with waiting times from Google Maps, at the same moment as everyone looking for a doctor.
A rating in Repto changes the order. The patient tells the clinic first what went wrong, and the manager can call, clear things up and fix what didn't work while the patient still wants to talk. That's why we call it a safety net.
How does the patient rate the visit before the review?
- 1
The patient rates the visit
After clicking the link in the SMS after the visit, they see a question about the visit and 1 to 5 stars. There's no mention of Google on this screen.
- 2
A rating at the threshold leads to Google
If the rating reaches the threshold set in the dashboard (5 stars by default), after a few seconds the patient is taken to the review form on the clinic's Google Business Profile. There they decide for themselves whether to write anything, and what.
- 3
A lower rating: a short survey for the clinic
The patient marks what the problem was about, describes it and says whether they'd like to be contacted. The answers go to the clinic's dashboard.
- 4
The manager gets an email
A few minutes after the rating, the manager gets an email with the patient's feedback and can get in touch. Each such case has a status and notes in the dashboard, so the manager sees who called back and what was agreed.
What happens after a lower rating? It's up to the clinic
The clinic sets the threshold, and what a patient with a lower rating sees, in the dashboard.
- Feedback form (default)Survey for the clinic
- Survey, then GoogleSurvey, then the Google link
- 1★ threshold, safety net offGoogle link right away
How does Repto ask the patient for a rating?
Repto's default SMS asks the patient to rate the visit, and the patient sees the word “Google” only after rating it. Repto gives patients nothing in return for a review and doesn't suggest a rating or what to write.
What the safety net doesn't do
It doesn't remove reviews from Google
A patient can post a Google review at any time, without Repto. The safety net gives the clinic a chance to talk to them first.
It doesn't add the Repto rating to the Google average
The rating in Repto stays in the clinic's dashboard. Only a review the patient posts on Google themselves affects the profile's average.
It doesn't talk to the patient on the clinic's behalf
The email goes to the manager, and the clinic has the conversation.
Questions about unhappy patients
How do you keep an unhappy patient from going straight to Google?
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Give them a place to tell the clinic first. In Repto the patient rates the visit first, describes the problem in a short survey after a lower rating, and the manager gets an email and can call back the same day.
Does Repto suggest what rating patients should give?
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No. Repto asks the patient to rate the visit, with no suggested number of stars, and the patient writes the Google review themselves.
Can a patient with a lower rating still post a Google review?
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Yes. The clinic's Google Business Profile is open, and the patient can post a review at any time. In the “Survey, then Google” mode they also get a link to the profile right after the survey.
Who gets the email after a lower rating?
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The people whose addresses the clinic enters in the dashboard, for example the manager and the front desk coordinator. The email arrives a few minutes after the rating, with the patient's feedback, so the manager can get in touch while it's still fresh.
Can I switch the safety net off?
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Yes, in the settings. With a 1-star threshold there's no survey, and after rating the visit the patient goes straight to Google.
15 minutes to see if it's worth it
It's a short online call, in English. I'll look at your Google reviews and show you the dashboard. Then I'll work out the cost and a forecast: how many reviews you could collect from your visit volume at a typical conversion rate.
Piotr Czupryński
Founder of Repto