Collecting early feedback is essential in healthcare, as first impressions set the tone for long-term patient relationships. Research indicates that automated satisfaction surveys can boost feedback response rates by up to 30% and may improve patient retention by as much as 20%. In a competitive environment, gathering timely insights not only refines your service but also drives patient loyalty and referrals.
One of the best ways to measure these early impressions is through the Net Promoter Score (NPS). NPS is widely regarded as the best metric because it simplifies feedback into three clear categories—Promoters, Passives, and Detractors—providing an actionable snapshot of overall satisfaction and the likelihood of patients recommending your services. This metric also allows for benchmarking against industry standards, helping you pinpoint where improvements can be made.
Why Run This Automation?
Early Insight: Captures immediate patient experiences after their first visit.
Enhanced Retention: Quick follow-up can identify issues early, increasing patient retention.
Actionable Feedback: NPS provides a clear indicator of patient loyalty, enabling targeted improvements.
Efficiency & Scalability: Automating the survey process saves time and ensures consistency, making it a perfect initial automation for your onboarding efforts.
Check your Satisfaction Tracking dashboard to see the results, and please watch the very informative video below.
Step-by-Step Setup Guide
Step 1: Compose Messages in “Message Templates”
Choose Your Template:
Decide how you want to reach your patients by selecting either the 'Survey Email' or 'Survey SMS' template.
For SMS surveys: Customize the message content as needed to reflect your brand’s tone and clearly invite patients to provide feedback.
Sample SMS Script:
Hi [Patient Name]!Thank you for choosing [Clinic Name] for your first visit. We value your feedback—please take a quick survey using the link below. Your insights help us improve our service!
For Email surveys: The pre-defined template is already optimized, so there’s no need to create a customized message.
Step 2: Set Up the Automation
1. Navigate to Automations
In your Cliniq Apps, go to the Automations section.
Click on “Create New Automation” to start a new workflow.
2. Name the Automation
Enter “Satisfaction Survey After First Visit” as the automation name.
Tip: Avoid using special characters to ensure smooth system processing.
3. Organize by Category
Assign the unsubscription category as “B” for Satisfaction Survey. This helps keep your automations organized and easy to manage later on.
4. Define the Automation Type
Select “Satisfaction Survey” from the list of available automation types.
Choose One Time Automation since a patient’s first appointment is a one-off event.
Click “Continue” to proceed with the automation setup.
5. Set Filter Settings
Patient Filter:
Click “SELECT” and choose “Patients with Appointments.”
Clinic Location:
Choose the relevant clinic location or select “All Locations” if the survey is to apply universally.
Appointment Filter:
Click the green “and” button and select “Their Appointment.”
Change the condition from “More Than” to "Less than".
Adjust the time unit from minutes to months and set it to 1 month.
Benefit: Captures recent first-time appointments, ensuring even patients from the last 30 days are included.
First Appointment Condition:
Ensure you keep the "First Appointment" filter active so that only patients who had their very first visit receive the survey.
6. Configure the Communication Step
Click “then” and choose “Communicate with my patient or my team.”
Click “then” again and select “Communicate with patient.”
Choose either 'send satisfaction survey email' or 'send satisfaction survey sms' based on your earlier template selection.
Delay Timing:
Set the delay to 1 hour later.
Rationale: Sending the survey one hour after the appointment strikes a balance—it's not too soon (to avoid interrupting patients while they are still in the clinic) and not too late (to ensure the experience is still fresh in their minds). Immediate surveying might yield rushed or incomplete responses, while waiting too long could lead to memory decay and less accurate feedback.
Click “Apply Changes” to lock in your settings.
Finally, click “Save Automation” to activate your new workflow.
7. Activate Automation:
Click the PLAY ▶️ button to enable automation.
Once activated, the automation will monitor first-time appointments and send out a satisfaction survey one hour after each appointment using your chosen communication method. This timely follow-up ensures that patient experiences are captured accurately, allowing any issues to be addressed quickly. By integrating this automation as part of your initial onboarding or as one of your first automations, you establish a culture of continuous improvement and patient-centric care. The data collected via NPS offers clear insights into overall satisfaction, guiding informed decisions to enhance patient loyalty and service quality.
Implementing this automation not only streamlines your workflow but also positions your practice to actively engage with patients from day one—transforming initial impressions into lasting relationships.
Need Assistance?
If you have any questions or require further support with Cliniq Apps, please chat with us via the Cliniq Apps messenger.
Enjoy growing your practice with Cliniq Apps! 🚀
