Reviews collect a patient's rating after a visit: stars, tags such as Punctual or Clear explanations, an optional comment and optional anonymity. The loop closes in three places: the patient leaves the review in the portal, the practitioner reads it and replies on their own profile, and whoever manages the clinic moderates it under Analytics → Patient Reviews.
What is not there today. No email or SMS goes out asking for a rating — the request waits in the patient portal and shows on their start page. A patient without a portal account has no way to leave a review: there is no one-time-token link. There is also no separate review-settings screen — a request is created after every completed visit and no toggle turns that off.
How to do it
Finish the visit
The review request is created the moment you close the visit with Complete appointment in the active session. There is no delay and no separate setting.
The request is recorded once per appointment and skipped if the patient has already rated this practitioner at this clinic. An unanswered request expires after 14 days — it disappears from the portal and gets the Expired state.
The patient leaves a review in the portal
The patient sees the request in two places: as a banner on the portal start page and on a separate Reviews page in the portal menu. The request card carries two buttons — Write a review and Maybe later. The second closes the request permanently for that visit.
The form has four fields: a star rating (1–5, required), tags (multi-select, optional), a comment (up to 1000 characters, optional) and an anonymity toggle. Anonymity hides the patient's name from the practitioner — the review itself remains visible.
On the same page the patient sees the reviews they have already left, together with the practitioner's reply where there is one. A review can be corrected at any time — a correction overwrites the previous version rather than creating a second one.
The practitioner reads and replies
The My profile page has a My Reviews section: the average rating, the review count and a list of recent ones. Under each review is a Respond button; once a reply is saved it turns into Edit response. The reply reaches the patient on their Reviews page.
A practitioner sees only reviews about themselves. On an anonymous review, Anonymous stands where the patient name would be.
Moderate under Analytics
Analytics → Patient Reviews shows the Average Rating, Total Reviews, Response Rate, Weekly Trend and Tag Breakdown, with a table of every review in the clinic underneath. You narrow the list with a date range and pull the whole thing out with Export CSV.
The last column of every row holds a ••• menu with the moderation actions. Which are available depends on the review's state: Flag for review, Hide review, Restore review. Each leaves an entry in the audit log.
Understand what the statuses mean
A review has one of three states: Submitted, Flagged or Hidden. A one- or two-star rating, and a comment containing a word from the warning list, is flagged automatically — so that it can be found before it becomes a problem.
Where a review counts depends on the state, and those two numbers are different. The average on this screen counts Submitted and Flagged, but not Hidden. The publicly visible clinic rating counts Submitted only — flagging a review pulls it out of the public average while leaving it in the table and in the average here.
The request itself has its own states: Pending, Completed, Dismissed, Expired.
When something doesn't work
No patient reviews yet.
What this means: No patient has left a rating yet.
No reviews match the selected filters.
What this means: Reviews exist, but none falls inside the chosen date range.
Nothing is awaiting your review.
What this means: A message on the patient's side: there is no pending request. No request is created when the patient has already rated this practitioner at this clinic, when the visit was never closed, or when 14 days have passed.
Failed to load review data.
What this means: The report did not come back from the server.
Who has access
Clinic AdminThe full clinic review list, the statistics, the export and moderation are visible to whoever manages the clinic. A practitioner sees only reviews about themselves and can reply to them — they cannot moderate. A patient sees only their own reviews.
Every opening of the clinic list and every moderation action leaves a trace in the audit log — a review is patient data, not an anonymous survey, even when the patient chose anonymity towards the practitioner.
Related
- Satisfaction and NPS — the same screen from the numbers' side.
- Active session — the moment the review request is created.
- Booking from the public page — where the clinic rating is publicly visible.
Related features
Patient reviews
The screen where ratings given by patients after a visit collect: average rating, tags, a weekly trend and a table of comments. The patient-facing form does not exist yet.
Booking from the public page
The public address where a patient books without an account: they pick a service, a practitioner and a time, leave their details, and the appointment lands straight in the clinic calendar.
Active session — working during a visit
The screen you work on from the moment the patient walks in until they leave: the clinical note, range-of-motion measurements, the treatment plan, attachments and the summary that closes the visit.