Engagement gives you the ability to send Online Review Requests to patients through a manual or automatic process. In this article, you will learn how to:
Watch the short video below to learn more about sending review requests:
Add or Modify Practice Review Sites
Engagement automatically populates your existing review sites when your module is initially set up.
You can access your practice review website listings in your Engagement Settings under the Practice Setup tab. Click on Practice info section to review the websites that are currently associated with your practice. If you do not see all of your review sites listed here, simply copy and paste the site URL into the available fields.
Enable Automatic or Manual Review Requests
Once your review sites are added, set up your Review preferences to automatic, manual or via Swell.
Access Engagement Settings in the upper right corner
Click on the Practice Setup tab and then click on the Reviews section
Select the bubble next to Manual or Automatic
Manual will require you to send them individually or in bulk to specific patients that you choose
Automatic will enable Engagement to automatically send the review request depending on the timing selected:
30 min after an appointment is completed
Between 6-7pm on the same day as the completed appointment
If you use Swell as a review service, select Swell. Refer to this article to learn more about setting up Swell in Engagement
Click here to learn more about Automatic message timing
For both Automatic and Manual review requests, you can select which Review Sites will be included in the Engagement review requests link. Simply select or deselect the checkbox next to each site
The Allow patient to share negative feedback with the practice option will enable an additional field in the review link where patients can click to share negative feedback that will be sent directly back to the practice in the form of an Inbox notification.
This field will only show as an option if you have 2 or more review sites set up. Patients are still able to go to the review sites to leave a negative review.
Select to send review requests via Text or Email
Click Save when you are done. This will go live with the reviews if you have selected the Automatic option. Be sure to go through the Verbiage section and update the Review message content as desired. To learn more about how to do this refer to this article
Automatic Message Timing
When enabling Automatic Reviews, you can choose the messaging time. This option allows you to select to either send the request 30 minutes after the patient's completed appointment or between 6-7pm of the same day as the completed appointment.
Send Manual Review Requests
Manual review requests can be sent in bulk or individually. Follow these steps to learn how!
Bulk Review Requests
Access the Patients tab in the left side menu of Engagement
Apply filters by clicking on the column dropdowns to sort the patient list to identify which patients you would like to send the review request to
Once you have compiled the list, select the check box next to the desired patients
Click the Bulk Actions drop down menu in the top left hand corner
Here you will be able to select the Send an Online Review Request option
Click the Preferred Delivery Method (Text or Email)
If the patient does not have contact information for the option you have selected, Modento will send the message to whichever is available or whichever their personal preference is set as in their Communication Settings
Individual Review Requests
Select the Patient's three dot menu anywhere within the Engagement dashboard
Hover over Communications
Click the Send an Online Review Request option
Choose the Preferred Delivery Method
Prevent Patients from Receiving Review Requests
You can opt patients out of receiving review requests in the Patient Card Settings.
Click on the Patients tab in the left side menu of Engagement
Search for a patient using the search bar or click on the three dot menu next to the patient's initials
Click on Settings
From the Patient Card Settings window, click on the Communication preferences section
Select the checkbox next to Review requests opt-out (automated and manual)
Reward Loyalty Points to Patients that Leave Reviews
Patients that use the Modento Loyalty App have the ability to earn rewards points when they leave a review for your practice.
In order for the patient to be awarded points for a review, the patient must click on one of the links provided to determine which platform the review will appear on, then leave a rating and/or comment.
In your Engagement Inbox, a notification will appear that says "Patient has started an online review on Facebook/Google/etc." From there, confirm that the patient completed the review on the site, and then click Approve on the inbox notification to award the points.
If the patient did not actually leave a review, it can be ignored.