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Setting up Ratings and Reviews

Let’s imagine you just finished up a great session with a brand new client, and now you’re wondering: How was their first experience with me? With our clinic? Can we do anything to improve?

If this sounds like you, you’re going to love Ratings & Reviews! Jane’s Ratings & Reviews allows you to automatically reach out to your clients after an initial or follow-up session to collect valuable internal feedback! Collecting internal feedback can help you know where improvement may be needed to assist with client retention.

Ready to get started? Here’s how you can turn on Ratings & Reviews in your Jane account:

Step 1: Enable the Ratings & Reviews for the clinic

You’ll need to be an Account Owner or Full Access user to access this feature in your account. Head on over to Settings > Ratings & Reviews.

Next, to enable the Ratings & Reviews feature, select the “Enable Ratings” box. This is the ‘master switch’ for turning on or off Ratings and Reviews for the clinic.

Request Feedback after First Visit

If you’d like to request feedback after a client’s First visit of a certain treatment type with each selected practitioner, you’ll want to enable the “Request feedback after first visit” box.

Request Feedback Periodically

If you see clients frequently, you can space out how often they will receive the request for feedback email. For example, you can select to receive feedback after every visit or after a certain number of visits.

From the Request feedback periodically dropdown menu, select the option that works best for you.

If you prefer to only ask for client feedback after their first visit at your practice, simply select “Don’t send recurring emails” and make sure you have enabled the “Request feedback after first visit” option above.

When you’re done, don’t forget to click Save!

*A quick note - Jane is counting the number of visit of each unique treatment type with a each practitioner when sending emails periodically. For example, we have it set that a Ratings and Review email should be sent after every third 60 Minute Massage appointment for both Susan and Michael. Jane will be counting each time our patient books this treatment type with each practitioner and will only send a Ratings & Review email once that patient completes their third 60 Minute Massage with Susan, or third 60 Minute Massage with Michael.

Step 2: Choosing the Practitioner and Treatments

You’ll have the option to select which practitioners would like to have Ratings & Reviews enabled.

To do this, head on down to the Practitioner Settings section and you’ll see a list of all active practitioners in your account. Simply select the practitioners that you would like to enable for Ratings & Reviews and then click Save. If no staff members are selected, no Ratings emails will be sent out.

If a practitioner only wants to email the rating survey after specific treatment types, you can select them here. The treatments you select here will apply to all the practitioners above. By default, this is enabled for all treatments. Don’t forget to click Save after!

Here’s an example of how the Practitioner Settings and Treatment Settings work together based on the last two images.

Let’s say you enable Ratings & Reviews for a 30-minute Return Visit (Naturopathic Medicine) and both practitioners Michael Carroll and Susan Lo offer these treatments. In this case, the email will be sent to both Michael and Susan’s clients after their session. However Dr. Marcus also offers this treatment, but none of his patients will receive the rating survey for this treatment because he has disabled sending these rating emails.

Step 3: Sending the Rating Email

For all treatment types that are enabled for Ratings & Reviews, Jane will automatically send out the rating email 3-hours after the arrived appointment ends.

Inside the email, your clients will be asked to rate their experience out of 5 stars with the practitioner. Once the patient clicks the rating, they will be taken to a webpage where they’ll have a chance to review the star rating and update it if needed. They can also share any comments, feedback, or leave a review for their practitioner

You can preview this patient email under Settings > Emails where you will now see Ratings as a new option.

You can check out the entire patient experience by clicking here.

That’s it! You’re all set up to collect ratings from your patients! Once you’ve collected some feedback from your patients, you can review them in the Ratings Report. You can learn more about the Ratings Report here.

BONUS! Ratings & Reviews - Google

Are you interested in automatically directing your patients to post their testimonials on Google? You can now do this in Jane too, however, before you do that, please visit this guide document to see if your governing body allows you to publicly market patient testimonials.

If you have any questions you can always reach out to us by email at support@janeapp.com or by phone at 1-844-310-5263 (Mondays through Fridays from 7am to 5pm PST) and we would be happy to guide you in the right direction!