Automated feedback and review requests

Purpose

1.1. Drive high engagement by automatically requesting post-treatment feedback and online reviews from patients and families.
1.2. Enhance service quality by gathering actionable insights from clients at key journey points.
1.3. Support center reputation management on platforms vital to the addiction treatment sector.
1.4. Encourage a culture of openness, continuous improvement, and client-led advocacy.

Trigger Conditions

2.1. Scheduled post-discharge intervals (e.g., 3 days, 2 weeks, 30 days after discharge).
2.2. Completion of specific treatment milestones.
2.3. Direct staff initiation after positive patient interactions.
2.4. Based on program completion verification from EMR/EHR integrations.
2.5. Treatment satisfaction indicator thresholds met in check-in surveys.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Message API to send personalized SMS requests; configure template with merge tags for client name and treatment date.
3.2. SendGrid
• Feature/Setting: Automate email sends with Dynamic Template API; embed review link and custom subject.
3.3. Gmail API
• Feature/Setting: Use users.messages.send for direct, HIPAA-compliant reminder emails with Google OAuth.
3.4. Mailchimp
• Feature/Setting: Employ Customer Journeys with branching for feedback and NPS email flows post-discharge.
3.5. Slack
• Feature/Setting: Configure Incoming Webhooks to alert staff for manual follow-ups or “soft review” requests.
3.6. Facebook Messenger
• Feature/Setting: Use Send API to issue feedback requests via Messenger to those opted in through intake forms.
3.7. WhatsApp Business API
• Feature/Setting: Integrate template messages for review requests after patient graduation.
3.8. SurveyMonkey
• Feature/Setting: Generate feedback survey links and distribute using API-generated unique respondent tokens.
3.9. Typeform
• Feature/Setting: Use webhooks to auto-generate clean feedback flows based on patient status events.
3.10. Google Forms
• Feature/Setting: Create prefilled URLs for private, client-specific survey requests.
3.11. Zendesk
• Feature/Setting: Automate satisfaction ticket creation and follow-up workflows for NPS scores.
3.12. HubSpot
• Feature/Setting: Sequence Feedback Request emails triggered by contact property changes (e.g., “Treatment Completed”).
3.13. Salesforce
• Feature/Setting: Use Process Builder or Flows to trigger feedback case creation & email invitations post-discharge.
3.14. Zoho CRM
• Feature/Setting: Workflow Rule to email clients based on completion status in the Deals module.
3.15. Constant Contact
• Feature/Setting: Set up follow-up series in Automation Paths with feedback forms linked in messages.
3.16. Freshdesk
• Feature/Setting: Dispatch automated feedback tickets after patient status closed/resolved.
3.17. Intercom
• Feature/Setting: Send outbound messages or bots after client onboarding is completed.
3.18. ActiveCampaign
• Feature/Setting: Trigger Automations to solicit feedback when deals are moved to "Completed Program."
3.19. Microsoft Teams
• Feature/Setting: Utilize incoming connectors/webhooks to alert clinicians to send manual review requests.
3.20. Google Calendar
• Feature/Setting: Use event end-time triggers to start timed feedback request automations.
3.21. Outlook / Office 365
• Feature/Setting: Use Power Automate to schedule feedback email after slot “Patient Discharge.”
3.22. Medallia
• Feature/Setting: Use direct API to launch real-time patient experience surveys post-interaction.

Benefits

4.1. Maximizes consistency and timeliness of feedback request outreach.
4.2. Reduces admin burden by eliminating manual follow-up cycles.
4.3. Boosts online review volume and enhances center’s public reputation.
4.4. Provides automated escalation/alerts for critical negative feedback.
4.5. Tightens compliance with patient privacy and engagement best practices.
4.6. Enables granular reporting for service quality and patient satisfaction trend analysis.