Google Reviews & Patient Experience Workflow
Internal staff guide covering when to request a review, how to initiate the workflow, patient routing, reminders and problem resolution.
Purpose of this workflow
This workflow asks a suitable patient to complete a short patient-experience survey after treatment. The patient’s answer determines what happens next.
Happy patients are invited to leave a Google review. Patients who were not fully satisfied are directed to a private feedback form so the clinic can understand and address their concerns.
Staff initiate the process by adding one tag: review request
1. When staff should request a review
Add the review-request tag only when:
- The patient’s treatment or agreed stage of treatment is complete.
- The final payment has preferably been received.
- The patient’s name and WhatsApp number are correct.
- There is no unresolved complaint or serious concern.
- The contact does not already have the review completed tag.
Use judgement. If the patient has raised a concern, do not initiate a public-review request. Escalate the concern to the clinic manager and follow up privately.
2. The only action staff need to take
1Open the correct contact
Search for the patient in Whizrock and verify the name and mobile number. Avoid using a duplicate contact.
Search for the patient in Whizrock and verify the name and mobile number. Avoid using a duplicate contact.
2Check for a previous completion
Look for the review completed tag. If it is present, stop. The patient must not be asked again.
Look for the review completed tag. If it is present, stop. The patient must not be asked again.
3Initiate the workflow
Add the tag review request and save the contact.
Add the tag review request and save the contact.
4Let the automation run
The workflow checks eligibility and sends the approved patient-experience WhatsApp template. Do not send a separate Google review link manually.
The workflow checks eligibility and sends the approved patient-experience WhatsApp template. Do not send a separate Google review link manually.
Never add review completed manually. It is a permanent record and must be added automatically only when the patient submits the survey.
3. Staff workflow infographic
Patient Review Workflow
Treatment complete — ideally after final payment
↓
Staff adds review request
↓
Already has review completed?
↓
YESStop. Do not send another request.
NOApproved WhatsApp survey is sent.
↓
Patient selects an experience rating
↓
Extremely Happy or HappyPatient is redirected to the Google review page.
Could Be Happier, Unhappy or Extremely UnhappyPatient completes a private feedback form and reaches the thank-you page.
↓
Survey submitted → review completed is added permanently
↓
If not completed after 3 business days → one WhatsApp reminder → workflow ends
4. What the automation does
- The review request tag enrols the patient.
- The workflow checks for review completed.
- If already completed, it removes the temporary request tag and ends.
- If not completed, it sends the approved experience_survey WhatsApp template.
- It removes the temporary review request tag.
- It waits three business days.
- It checks again for review completed.
- If the tag is still absent, it sends one approved reminder and ends.
5. How survey responses are routed
| Patient response | What happens | Staff action |
|---|---|---|
| Extremely Happy | Redirected to the clinic’s Google review page. | No immediate action required. |
| Happy | Redirected to the clinic’s Google review page. | No immediate action required. |
| Could Be Happier | Continues to the private feedback form and then the thank-you page. | Review the feedback and follow up where appropriate. |
| Unhappy | Continues to the private feedback form and then the thank-you page. | Notify the clinic manager and arrange a prompt follow-up. |
| Extremely Unhappy | Continues to the private feedback form and then the thank-you page. | Escalate promptly to the clinic manager or treating dentist. |
Private-feedback destination: after submitting the feedback form, the patient is redirected to spectrumdentalcentre.in/survey-thank-you-page.
6. WhatsApp delivery and reminders
If the initial WhatsApp message is delivered
- No staff action is required.
- The patient has three business days to complete the survey before one reminder is considered.
- A WhatsApp reply is not treated as survey completion; the survey must be submitted.
If the WhatsApp message fails
- Open the patient’s contact and verify the mobile number.
- Ensure the country code is correct and check for missing or incorrect digits.
- Check whether WhatsApp DND or another communication restriction is active.
- Correct the number only after confirming it with the patient or a reliable clinic record.
- Where appropriate, send the approved survey template manually from the patient’s conversation.
- Add an internal note recording the action taken.
Do not re-add the request tag merely because delivery failed. This may create duplicate enrolment. Correct the contact information and use the approved manual-send procedure.
7. Reviews, ratings and staff conduct
- Do not tell a patient which rating to select.
- Do not offer points, gifts, discounts or treatment benefits in exchange for a positive Google review.
- Do not ask only for a “five-star” review.
- Do not write or submit a review on the patient’s behalf.
- Do not pressure a patient to change or remove a critical review.
- Escalate genuine concerns so they can be resolved professionally.
8. Duplicate contacts and repeat requests
The permanent review completed tag prevents a patient from receiving future requests. Duplicate contacts can defeat this protection if the tag is stored on one contact and staff initiate the request from another.
- Search by both mobile number and email before using a contact.
- If duplicate records exist, identify the record containing the correct appointment, conversation and tags.
- Arrange for duplicates to be merged before initiating a request.
- After merging, confirm that review completed has been retained where applicable.
9. Staff completion checklist
- Treatment or the appropriate care stage is complete.
- The correct patient contact has been selected.
- The WhatsApp number and country code are correct.
- No unresolved concern makes the request inappropriate.
- The contact does not have review completed.
- The review request tag was added only once.
- Any delivery-failure notification was handled and recorded.
- Private negative feedback was escalated appropriately.
10. When staff should escalate
Contact the clinic manager or Whizrock administrator when:
- The patient has an unresolved complaint.
- A patient receives a repeat request despite having completed the survey.
- The workflow does not start after the tag is added.
- The WhatsApp template repeatedly fails.
- The survey routes a response to the wrong destination.
- The completion tag is not added after submission.
- A duplicate contact cannot be safely resolved.