Executive Summary
Healthcare providers know reputation drives choice. Yet reputation building has always depended on manual staff effort, calls, reminders, one-off follow-ups. This approach is not scalable. Patients may be satisfied, but unless they’re nudged, they rarely share their stories. Meanwhile, the few unhappy patients define the online narrative.
The biggest risk to your reputation isn't bad care. It's silence.
Quincy Patient Reviews changes that
Quincy Patient Reviews by QliqSOFT is a healthcare reputation platform that helps clinics, hospitals, and home health organizations increase the total volume of authentic patient reviews — without bias or filtering. Using predictive intelligence, it automatically engages every patient after care to collect feedback, enhance trust, and deliver actionable insights to improve patient experience and brand credibility.
Understanding the Problem
At a time when individuals research everything from restaurants to hotels online before making decisions, healthcare is experiencing a profound transformation, shifting from patients relying solely on physician recommendations to increasingly relying on online reviews. Online reviews really matter:
- 77% of patients use online reviews as their first step in finding a new provider.
- When shopping for healthcare, consumers are weighing an average of 5.5 reviews and visiting three different websites before making a decision.
- They also influence where your organization will land. For Google Search, it’s estimated that around 13% of a search ranking is tied to online reviews, which can secure a coveted first-page position.
To respond to this reality, agencies face a dual challenge: staff-driven outreach is too resource-intensive to scale, and the most frustrated individuals disproportionately shape patient voices. While satisfied patients often remain silent, a single negative experience can quickly dominate online reviews and distort reputation. The answer lies in shifting from reactive, human-limited processes to automated, intelligent engagement. With solutions like Quincy Patient Reviews, clinics can seamlessly capture feedback at every touchpoint through SMS or email, instantly analyze sentiment, and direct patients down the right path, encouraging happy patients to share reviews publicly while routing concerns internally for immediate resolution. This not only ensures that every patient is heard but also empowers clinics to scale reputation management far beyond staff limitations, creating a more accurate, more balanced reflection of the care they deliver.
The Quincy Patient Reviews Solution
Our solution ensures every patient is engaged, not just the few who staff have time to call. Key capabilities include:
- EMR integration automatically triggers sending a patient satisfaction survey by SMS or email based on your desired frequency – after each visit, at key intervals, or milestones, such as discharge.
- Satisfaction survey data from completed surveys is captured automatically and instantly scored. Leadership has immediate access to both satisfaction trends and individual scores and responses.
- Scalability: One system nudges thousands of patients across multiple sites, something no human team can do.
- Patients not completing the survey are automatically nudged to provide feedback to maximize response rates.
- Managers can track patient satisfaction in real time and act quickly to follow-up on reviews generating concern.
- Patients can be prompted to easily complete online reviews within the workflow.
Implementation Plan (30 Days)
This solution can be implemented quickly, as illustrated in the following example.
Prerequisites: Form the project team. The organization determines the level of integration desired, identifies any current satisfaction surveys used and their baseline results, shares policies and procedures for responding to client dissatisfaction, and establishes baseline performance metrics.
Week 1: Map survey triggers; finalize the satisfaction survey; define desired survey response actions and clarify plans to respond to negative survey responses.
Week 2: Configure Auto Campaigns (Day 0–3) and Quick Forms; set escalation.
Week 3: Pilot on one team/site; EMR triggers, validate survey capture and refine quiet hours.
Week 4: Train staff; go live system-wide; monitor KPIs daily for two weeks and tune.
Month 6: Determine current KPI performance and measure improvement.
KPIs to Track
- Number and rating of new Google reviews.
- Number and percent of desired vs. negative reviews.
- Time to respond and address negative reviews.
Conclusion
Your staff can’t scale. Your patients won’t post without a nudge. Quincy Patient Reviews solution solves both.
