Medical Alerts are a powerful tagging system built right into Cliniko, that can be leveraged to automated all sorts of things. In this tutorial, we're going to show you how to request reviews from your 😁 happiest patients.
If you're using a Peptalkr feedback form to collect patient feedback, you're likely taking a fully automated approach by sending a feedback request after an appointment - and that's great!
But if you have a goal to collect reviews (whether that be on Google or somewhere else) you may need to give patients a gentle nudge to write a review. For example:
Request a Google (or other) Review from patients you selectively target.
Follow up positive feedback collected via your NPS form that did not result in a Google Review.
We recommend keeping your automated feedback requests in place, but complimenting that system further with a manual follow up.
Requesting or following up a Google (or other) Review manually
Great for: Directly emailing or texting a satisfied patient to ask them kindly for a review. This bypasses the usual feedback form, and goes straight to the review page.
When we say manual, the only manual part of it will be:
Adding a medical alert to the patient's file - everything else is automated.
Here's the steps:
Create a Medical Alert in Cliniko such as:
RequestReviewor*RRif you prefer shorthand.
*Follow our best practices for creating medical alerts in Cliniko.
Create a transactional email with your preferred subject line, and email content (example below).
*How to create a transactional email
Create a trigger targeting your medical alert, and the email created in the step above. (example settings below)
*How to create a trigger
Once your trigger is on, all that is left to do is:
Add the medical alert to a patient's file, and the email will send itself.
*It will send anytime you add this medical alert to a patient file.
Trigger settings (example)
Trigger settings (example)
Setting | Value |
Trigger Name | Google Review Request (Medical Alert) |
Trigger Type | Automated Recurring |
Marketing Type | Non-marketing |
Triggering Event & Timing | Medical alert added to patient file Timing: 1 hour |
Filters | From the Medical Alert filter, select your newly created Medical alert - in my case *Note: The medical alert will not appear in the dropdown until you have created it in Cliniko and waited 5-10 minutes. |
Frequency | Every time the conditions are met |
Template | Select the email you created in Step 2 |
Subject lines
Subject lines
Here are some subject lines you could use:
Subject Line | |
Example #1 | We have a small favour to ask you |
Example #2 | Do you have a spare minute, [patientfirstname]? |
Email content
Email content
You can write it in any way you like, but here's a nice example that isn't pushy:
We hope you had a great experience with us! If you have a moment, we’d really appreciate it if you could leave us a quick Google review. It helps others find us — and lets us know how we’re doing.
You can leave your review here: [Insert Google Review Link]
Thanks so much for your support!
Or you could try something like:
Hi [patientfirstname]! Hope you're well, it was a pleasure seeing you last 😊
I have a tiny favour to ask you, we're working on building our Google Review profile, and wanted to see if you'd perhaps write one for us?
These reviews really help to spread the word about our business, we'd be so grateful. You can use the link below to go to ur review page - thank you in Advance!
Regards
To get your Google Review link follow these steps.
🚨 Important: Medical alert-based triggers are not compatible with some variables, including appointment and practitioner variables. Read more