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:
Important note for Swell users: If your practice utilizes Swell to send and collect reviews, please click here to learn how to start sending reviews in Engagement using our Swell integration.
Add or Modify Practice Review Sites
We populate your review sites when your Engagement module is initially set up. To add a new review site link or modify an existing link, you'll need to contact us for assistance.
Click here to submit a ticket to add/modify a review site link!
You can access your practice review website listings in your Engagement TouchPoints™ dashboard. From the left side menu, click on Follow Ups, then click TouchPoints™ to get started.
Click on the Appointments tile. Locate the Online Review Request TouchPoint and then click on the 3-dot menu and choose Edit.
Within the TouchPoint, review the sites that are currently associated with your practice.
Activate Automated Review Requests
If you are unable to access this feature or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.
From the left side menu, click on Follow Ups, then click TouchPoints™
Click on the Appointments tile. Locate the Online Review Request TouchPoint and then click on the 3-dot menu and choose Edit
Configure your review request settings:
Choose the message timing:
30 min after an appointment is completed
Between 6-7pm on the same day as the completed appointment
Select which review site links will be sent to your patients. Select or deselect the checkbox next to each site
Choose to Allow patient to share negative feedback with the practice by selecting/deselecting the checkbox
Choose to attach an image to your review request by selecting the checkbox, then clicking Choose file to upload your image (Note: The same image will be sent to all patients. Do not upload any personal health information)
Choose the preferred delivery channel: text or email
Preview the message content that will be sent to patients and make any changes in Settings > Verbiage
When finished, click Save
Upon clicking save, you'll notice that the TouchPoint toggle will turn green and the status will show as Active. Review requests will now be sent to your patients automatically
What does it look like when I allow patients to leave negative feedback?
Allowing patients to leave negative feedback 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.
Patient View
Disable Automated Review Requests
To deactivate your automated review requests so that they are no longer sent to patients automatically, simply click on the Online Review Request TouchPoint toggle to turn it from green (on) to grey (off). The status will show as Inactive and messages will no longer be sent to patients.
Send Manual Review Requests
If you have not activated automatic review requests, manual review requests can still be sent in bulk or individually. Follow the steps below 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
Click Send
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
Click Send
Patients with family members/dependents: Patients who have other family members or dependents at the same practice will only be sent one (1) review request per family every 4 months.
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
Click on a patient name to open their patient card
Click on the settings gear within the patient card
Click on Communication preferences
Select the checkbox next to Review requests opt-out (automated and manual)
Click Save
Review requests will not be sent to patients who opt out of Engagement text and/or email notifications.
Note for Swell users: If you have the Swell integration, opting patients out in the Patient Card Settings will also opt them out of any review requests sent from Swell.
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.