Every unhappy patient is a learning opportunity. There is always a lesson to be learned and improvements to be made. Don’t think of unhappy patients as a failure, but as a way for you to improve your business.

This is the step by step guide on how you can set an automation to win back those who gave you 6-0 Patient Satisfaction score and convert them to being a happy patient.

  1. In Message Templates create one email and Phone Call List as follows:

Email Script:


Thank you for letting us know through our survey that your recent visit to us didn't meet your expectations. Our goal is to deliver world class service so we take your feedback very seriously if our service is not quite right.

I'd really appreciate your comments so we can change what we do and improve our service even more. We would appreciate if you could help us get better. PLEASE REPLY TO THIS EMAIL if it is fine with you that one of our staff members will call you within the next 24 hours to follow-up.

Kind Regards,
Clinic Name

Note: You may also opt to use your own script.

Phone Call List: You can either leave a note for your reference or create your own phone call script.


{FIRSTNAME} has given us a low satisfaction rating. Follow up the patient.

Then set the priority of the tickets, who should get should get notified, and how many tickets they should receive per day. Save.

2. Then click on Automation Rules and Click on New Automations


  1. Name the Automation for your reference.

  2. Select unsubscription category

  3. Select unsubscription automation type. For information about automation categorization and type click HERE.

  4. Select the iteration of the automation

  5. Click Continue to proceed to the next steps

Click the SELECT button and choose Patients with Appointments

Select the clinic location and click the and button

Then click the and button and choose their patient satisfaction score and set it to 0-6.

Click the then button and select communicate with patient

Choose send email and select from the options the email

Set it to 1 hour later and click the then button for the next step

Choose communicate with my team and select add task

Select the task that you created and set it to 1 day later

Click on Apply Changes

Then Save Automation

To start the automation simply click the PLAY ▶️ button.

When you activate this automation, your detractor patients who gave you a satisfaction score between 0 and 6 will receive an email. They day after that the last practitioner and an admin team member will be notified of their information through your Task Manager. This will give you a chance to turn your unhappy patients into a valuable resource.

If you have any questions, please chat with us in your Cliniq Apps web messenger.

Enjoy growing your practice!
Cliniq Apps 🚀

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