Reviews and feedback
NextHealth Engage
NextHealth Engage
Part of the Campaigns and retention add-on
NXH Engage reviews and feedback gives the clinic a structured way to hear about the visit. A survey after checkout collects a rating, a comment and a question chosen by the clinic. Low scores raise a manager task, bringing concerns into a follow-up workflow. Public review invitations are also available, giving the team tools to collect feedback and respond to issues while keeping attention on the experience described by the patient rather than only the overall rating.
Bring patient feedback into the manager’s follow-up work
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Step 1
Ask
Send the survey after checkout
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Step 2
Collect
Receive a rating and comment
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Step 3
Add context
Use the clinic’s chosen question
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Step 4
Follow up
Review manager tasks for low scores
What your team can do
- Send a feedback survey after the patient checks out.
- Collect a 1 to 5 rating for the patient’s visit experience.
- Give the patient space to add a written comment.
- Include one additional question chosen by the clinic.
- Raise a manager task when a score of 1 or 2 is recorded.
- Show every client who responds the clinic’s public review link, whatever the score.
A low score needs attention beyond the survey result.
Give patient concerns a clear route to follow-up
A rating can draw attention to an experience, but it rarely explains the whole story. The patient’s comment and the clinic’s own question add context, while the manager needs a clear signal when a concern needs review.
Who is asked, and when
Engage surveys visits booked in Engage once they are checked out, after a delay the branch chooses. Surveys go out only between 09:00 and 21:00 branch time, once for each visit, and a client marked do not contact is not asked. The survey goes by the first channel the clinic has connected: a WhatsApp template, otherwise SMS, otherwise email. Its link works for fourteen days.
How review invitations work
Everyone who answers sees the same link to the clinic’s public review page, whatever their score. Only the wording changes, with a warmer prompt for 4 and 5. Engage does not hide the link from unhappy clients, because filtering who may review breaks the rules of public review sites. If the clinic has not entered a review page address, no link is shown. A score of 1 or 2 out of 5 raises a high-priority manager task, due now and unassigned, so whichever manager picks it up owns it, and managers are notified. Engage records the response and prompts the follow-up. It cannot assure ratings or patient satisfaction.
This is the clinic’s own follow-up and public reputation workflow. It is separate from the formal patient experience measures in NXH Flow.
Illustrative example: from a low score to a manager action
This example uses synthetic data.
Khalid Barakat, a made-up client, finishes a hydration facial. After the branch’s delay, the survey reaches him by WhatsApp. He rates the visit 2 out of 5 and writes that the wait was longer than expected. Engage raises a task naming him, the service and the score, with his comment, the clinic’s extra question and answer, and the practitioner in the notes. A manager picks it up, calls him the same day and completes the task. The survey page he saw offered the same review link as everyone else.
Related NXH Engage modules
3 more modules
Common questions
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Reviews and feedback is part of the Campaigns and retention add-on for NXH Engage. It is selected alongside Engage core rather than included automatically in the core licence.
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The survey collects a rating, a comment and one question chosen by the clinic. These give the team both a score and supporting context.
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A low score raises a manager task, bringing the response into the follow-up workflow so the clinic can review the experience described.
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Yes. Every client who answers the survey sees the clinic’s public review link, whatever their score. The wording is warmer for a 4 or 5, but the link is never hidden. The clinic enters its review page address in settings, and without one no link is shown.
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Clients with a visit booked in Engage that has been checked out, after the branch’s delay. The survey is sent once for each visit, between 09:00 and 21:00 branch time, by the first channel the clinic has connected: WhatsApp template, SMS or email. Clients marked do not contact are not asked.
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Engage records the response, raises a follow-up task for low scores and offers the review link to everyone. It cannot assure public ratings or patient satisfaction, which depend on the visit and how the clinic follows up.
Not answered here? Contact the team
NXH Flow