Catch the negative review before it goes public.
Capture structured patient feedback at the right moment — at the kiosk on exit, via QR at the clinic, or in the patient app — and route it to the right operational owner. Promoters get nudged to share publicly. Detractors get resolved internally first.
4.8
NPS · 312 this month
Why most patient feedback is useless
Traditional feedback collection misses the moment when patient insight is most actionable — and gives detractors no internal place to vent first.
Paper forms ignored
Physical feedback forms get tossed or skipped — completion rates are near zero, and the data is meaningless.
Generic surveys, low signal
Long, irrelevant questionnaires drive away the very patients whose insight you actually need.
Insights arrive too late
When feedback is collected weeks later, the patient's memory is fuzzy and operational issues are already entrenched.
Detractors go straight to Google
Without an internal escape valve, unhappy patients vent on public review platforms — and you find out at 3am.
For Clinicians
- Hear about issues with your clinic in 24 hours, not 6 months
- Recognition for great care — staff see their own positive reviews
- Track patterns across shifts, doctors, and clinics objectively
- Direct line to operations when a recurring issue needs fixing
For Operators & Executives
- Move negative reviews from public Google to a private resolution loop
- Surface 4-5★ promoters and route them to public review platforms
- Get a real-time NPS dashboard per clinic, doctor, shift
- Operational ticketing — feedback becomes assigned actions
- Comparable benchmarking across sites in a hospital group
What It Is
Built for real workflows, not slide decks.
Feedback & Reviews is a structured patient-experience capture system inside the Journey Suite. It runs across kiosk, QR, app, and SMS, segments patient sentiment, routes detractors to private resolution and promoters to public reviews, and dashboards the whole hospital operationally.
Core Capabilities
Feedback as an operational system
Capture sentiment fast, route it to the right owner, and resolve it before it becomes a public review.
In-the-moment, multi-channel capture
Catch feedback while the visit is still fresh — at the exit kiosk, via QR codes in waiting areas, or in the patient app right after the consult.
- Kiosk + QR + app + SMS
- Visit-context aware
- Optimised for mobile
Smart promoter/detractor routing
Promoters get nudged to share publicly on Google or Facebook. Detractors get a private resolution flow before they go public.
- Public-review nudge
- Private resolution loop
- NPS / CSAT / CES tracking
Operational ticketing
Negative feedback becomes an assigned ticket with an SLA — not a dashboard line item that nobody owns.
- Ticket per detractor
- SLA & ownership
- Audit trail per action
Real-time NPS dashboards
See NPS by clinic, doctor, shift and site, with drill-down to specific comments — for the executive team and the unit lead.
- NPS / CSAT by clinic & shift
- Drill-down to comments
- Cross-site benchmarking
From signal to closed loop
Feedback isn't just collected — it's routed, owned, resolved and learned from.
Capture
Patient leaves feedback at kiosk exit, via clinic QR, or inside the app.
Score & tag
NPS / CSAT score and free-text are tagged for sentiment and topic.
Route
Detractors go to a private resolution queue; promoters get nudged to public reviews.
Resolve
Owner is assigned with an SLA; patient receives an acknowledgement.
Close the loop
Outcome is recorded, dashboard updated, learning fed back into operations.
The Feedback advantage
Operational, financial and patient-experience improvements you can measure in weeks, not quarters.
Operational
- Issues caught and fixed in days, not quarters
- Clinical leadership sees NPS in real time
- Cross-site learning from operational tickets
Financial
- Less negative public-review fallout
- Higher patient retention and loyalty
- Better-informed marketing investment
Patient Experience
- Patients feel heard, not surveyed
- Issues acknowledged within 24 hours
- Visible follow-through on common complaints
Outcomes & KPIs
Outcomes you can measure.
We design every deployment to deliver measurable change — not just a feature list.
NPS score per clinic and per hospital site
Negative-feedback resolution rate within 48 hours
Volume and rating of public reviews per site
Reduction in public negative reviews after rollout
Patient feedback response rate
Deployment
- Cloud-native with hospital-branded forms
- Multi-site admin for hospital groups
- Integration with EMR for visit-context (with patient consent)
Security & Governance
- PDPA-aligned — patient identity optional and consent-based
- Role-based access to feedback data and resolution flow
- Audit trail on every action taken on feedback
The plain truth.
Most NPS tools are dashboards no one looks at. We treat feedback as an operational ticket — assigned, tracked, and SLA'd — so unhappy patients get a phone call, not a public review.
Ready to deploy Feedback & Reviews?
Talk to our team about your hospital's rollout. We'll scope a pilot that fits your reality — not a generic demo.