--- title: "Unhappy patients tell your clinic first | Repto" description: "The patient rates the visit in Repto first. After a lower rating they tell the clinic what went wrong, and the manager can call them before it reaches Google." url: https://repto.pl/en/features/patient-feedback updated: 2026-11-10 language: en --- # 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. Safety net At a glance - 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 ## 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. Step by step ## How does the patient rate the visit before the review? 1. 1 ### The patient rates the visit After clicking the link in the [SMS after the visit](https://repto.pl/en/features/review-request-sms), they see a question about the visit and 1 to 5 stars. There's no mention of Google on this screen. 2. 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. 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. 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. Settings ## 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. Dashboard setting Patient with a lower rating - Feedback form (default) Survey for the clinic - Survey, then Google Survey, then the Google link - 1★ threshold, safety net off Google link right away Asking for a rating ## 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. Limits ## 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. FAQ ## Questions about unhappy patients ### How do you keep an unhappy patient from going straight to Google? + 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? + 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? + 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? + 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? + Yes, in the settings. With a 1-star threshold there's no survey, and after rating the visit the patient goes straight to Google. ## Other Repto features [Automatic SMS after the visit](https://repto.pl/en/features/review-request-sms) [Google review matching](https://repto.pl/en/features/review-matching) [SMS-to-review analytics](https://repto.pl/en/features/review-analytics) [SMS A/B tests](https://repto.pl/en/features/ab-testing) [QR codes for staff](https://repto.pl/en/features/qr-codes) [SMS limit per patient](https://repto.pl/en/features/message-frequency) [All Repto features](https://repto.pl/en/features) ## 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](https://repto.pl/main_page/me.jpg) Piotr Czupryński Founder of Repto or [Email kontakt@repto.pl](mailto:kontakt@repto.pl)