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? 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 appointment to collect valuable feedback. You can also use the Ratings & Reviews feature to direct patient feedback to Google (more on that at the end of the guide), but you’ll first need to set things up in Jane!
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, select Forms & Surveys and then beside Ratings & Reviews, click View.
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.
Once enabled, you’ll then see options to set the frequency for sending Ratings & Reviews emails. Let’s look at the two options below:
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.
As we work through this guide, let’s use an example from our Demo Site. In this clinic, we want to send a Ratings & Reviews email after a patients first appointment, so “Request Feedback After First Visit” is selected. We also want to get some feedback later on from our patients, but don’t want to be asking too frequently, so we will “Request Feedback Periodically” after their 10th visit of our selected treatment types with each of our practitioners
When you’re done, don’t forget to click Save!
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, or use the “Select All Staff” checkbox to quickly enable everyone.
In this clinic set up on our Demo Site, we only want the Massage Therapists Susan, Zoey and Amy to request feedback, as well as Michael who offers Naturopathic services.
Based on your staff selection, certain treatments will become available for selection based on the Disciplines your selected staff belong to. You may notice that some Disciplines have the Treatment checkboxes disabled. This would be because no staff that belong to this Discipline and offer these Treatments have been selected (makes sense, right?).
You have the option of enabling Ratings and Reviews emails for all Treatments in a Discipline, or you can choose only certain Treatments.
Following along with our Demo Clinic example, we want a Ratings & Review email to go out for all Massage treatments, so we’ve selected “all treatments” under Massage Therapy. For Michael the Naturopath, we only want a Rating & Review email sent after the New Patient Visit treatment. Remember our settings above about “Request Feedback Periodically”? We know patients are never going to book 10 New Patient Visits so Michael’s patients will only be asked once for a Review after their first booking of a New Patient Visit treatment.
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’re ready to dive right in then let’s head on over to our guide for Setting Up your Location for Google Reviews
If you have any questions you can always reach out to us by email at [email protected] or by phone at 1-844-310-5263 (Mondays through Fridays from 6am to 5pm PST) and we would be happy to guide you in the right direction!