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Introduction

The Patient Ratings and Ratings Reminder features enable providers to automatically gather structured, timely feedback from patients after their appointments. Integrated tightly with the EHR system and driven by scheduled background jobs, these features ensure a seamless experience where patients can quickly rate their visits and optionally leave comments.

The system is designed with automation and flexibility in mind:

  • Notifications are sent automatically after appointment completion.
  • Ratings can be auto-approved under certain conditions, reducing administrative overhead.
  • Reminders are intelligently scheduled to nudge patients who haven't rated, while respecting their time and limiting repeated prompts.

Together, these features create a feedback loop that is actionable and minimally intrusive, supporting continuous quality improvement without adding burden to patients or staff.

1. Patient Ratings​

Overview​

The Patient Ratings feature enables patients to provide feedback on their healthcare experience after completing an appointment. This feedback is used to evaluate provider performance and identify areas of improvement.

Workflow​

  1. Appointment Completion: The patient completes an appointment and is checked out in the provider’s EHR system.
  2. Sync Job Trigger: An automated appointment status sync job identifies recently completed appointments.
  3. Notification Dispatch: A notification is sent to the patient (via email and/or SMS, depending on preferences) prompting them to rate the appointment.
  4. Patient Action:
    • The patient clicks the provided link.
    • They submit a rating (1–5 stars) and may optionally add a comment.

Important Notes​

  • Each rating is tied to a specific appointment.
  • If a patient submits a rating without a comment, and the rating is greater than or equal to 4, it is automatically approved.
    • Exception: In production environments, ratings from accounts associated with @alethian domains are not auto-approved — they are auto-rejected instead.

2. Ratings Reminder​

Overview​

The Ratings Reminder feature ensures that patients who received a rating notification but have not yet submitted a rating are reminded. This increases the response rate and helps collect more complete feedback across appointments.

Workflow​

  1. Reminder Logic: A scheduled job runs every 24 hours to process open rating notifications.
  2. Reminder Notification:
    • A reminder message (via email and/or SMS) is sent to patients who have not submitted a rating for their appointment.

Timing Configuration​

  • Reminder Frequency: The scheduled reminder job runs every 24 hours.
  • Reminder Schedule:
    • Reminder 1: Sent 3 days after the initial rating notification or appointment completion.
    • Reminder 2: Sent 7 days after the initial rating notification or appointment completion.
  • Cutoff Logic:
    • If no rating is received 24 hours after the second reminder, the rating notification is automatically closed.
    • Once closed, the patient will no longer be able to rate that appointment.