Administration

Patient Feedback & Ratings

Use Patient Feedback & Ratings to invite patients to rate a visit, read their feedback, and review satisfaction ratings for doctors and staff.

What this page does

Patients open a personal feedback link and submit their rating. The page then summarizes the reviews for your clinic.

How to find this page

1
Sign in to EliteHMS
2
In the left menu, select Feedback

Feedback option in the left menu — Feedback in the left menu

What you see

The top cards show:

Overall Rating: Average overall patient rating out of 5.
Total Reviews: Feedback forms submitted.
Flagged: Reviews marked for follow-up.
Doctor Rating: Average doctor rating.
Staff Rating: Average staff rating.
Wait Time Rating: Average wait-time rating.

Patient feedback summary cards — Summary cards at the top of the page

Tip:If the page shows 0 reviews and ratings of 0/5, these will change after patients submit feedback.

Select Refresh to reload the counts and reviews. Use the tabs to explore the information:

Overview: Summary and recent feedback highlights.
Reviews: Individual reviews, with search and filters.
Doctors: Ratings grouped by doctor.
Trend: Monthly satisfaction ratings over time.

Generate and send a feedback link

1
Select Generate Feedback Link
2
Search for a patient and select the correct record
3
If available, link the request to a completed appointment
You can leave it as General feedback instead.
4
Enter or confirm the doctor’s name
5
Choose how long the link stays valid
3, 7, 14, or 30 days.
6
Select Generate Link
7
Send the link
Use Send via WhatsApp, or select Copy and share it through another approved channel.
8
Use Preview Form to see what the patient will see

Generate Feedback Link form with patient, doctor, and validity — The Generate Feedback Link form

The feedback form asks for an overall star rating. Patients may also rate the doctor, staff, cleanliness, and wait time, write a comment, and choose to submit anonymously.

Patient feedback form with star ratings and a comment box — The form the patient sees

Note:The overall rating is required; the category ratings and written comment are optional.

Tip:Generate the link for the correct patient and visit, then share it through an appropriate channel.

Review patient feedback

Open the Reviews tab to search and filter reviews by doctor, status, rating, or flagged status. A review can show its star ratings, patient name (or “Anonymous Patient”), doctor, date, written comment, and any clinic response.

Reviews tab with star ratings, comments, and filters — The Reviews tab

Staff can:

Flag a review for follow-up, or remove the flag later.
Reply to a review that does not already have a response.
Delete a review if necessary.

Tip:If a review is flagged, the page may show an alert. Select View Flagged or open Reviews and choose Flagged Only to find it.

Doctor ratings and trends

In Doctors, compare doctors’ average ratings and review counts. The page can also show doctor-skill ratings and the number of negative reviews.
In Trend, view monthly average satisfaction and review counts.

Doctors tab and monthly satisfaction trend chart — Doctor ratings and the monthly trend

Note:These figures reflect submitted feedback. A small number of reviews may not represent every patient’s experience, so consider the review count alongside the score.

Helpful definitions

Overall rating: The patient’s general score for their experience, from 1 to 5 stars.
Flagged review: A review staff marked for attention.
Trend: How ratings change over time.
Anonymous: The patient chose not to display their name with the feedback.

Good practice

Review negative feedback promptly and respond politely.

Warning:Keep patient comments private and follow your clinic’s privacy practices when discussing them with staff.