Patient Feedback
Patients can send feedback to your practice via the patient portal.
In addition to sending feedback via the patient portal, patients will also be prompted to send feedback in the email they receive when treatment posts are sent to them.
When a patients sends feedback, the following things happen:
- an email is sent to the contact email address configured in your practice settings
- messages are available to the practice’s staff members in two ways:
- all messages sent to your practice
- this page is useful for filtering messages by dates and the status of messages
- to visit this page:
- click on Patients in the primary navigation
- click on Patient Feedback
- messages sent by a specific patient
- this page is useful for seeing the history of messages sent for a specific patient
- to visit this page:
- find the patient you would like to see messages from
- go to their profile
- click Feedback
- all messages sent to your practice
From these pages you can do the following:
Patients may also delete messages after they have been sent. These messages will show up in these lists as archived.
Add a note
Notes added to patient feedback are only visible to staff members. These are useful for indicating who may be addressing the feedback, or what the outcome of the communication with the patient was
To add a note:
- click on the dot menu on the right of the message
- click Add internal note
- enter a message
- click Add note
The note will be added to the message, and can be viewed by clicking the Notes button on the right of the message
Set the status of the feedback
When messages are first received from patients, they are automatically assigned a status of new to indicate that no staff members have responded to the message.
Staff members may update the status to either in progress, or closed, depending on the outcome of the communication with the patient.
Feedback that a patient has deleted will automatically be marked as closed. Staff cannot change the status of a message that a patient has deleted.
Send a response
Responses may be sent to patients via Hugo Systems directly. Only a single response for each message can be sent. Responses are useful when notifying patients of how communication will continue if multiple messages will be sent back and forth, or if the patient should be notified of an outcome of their message.
To send a response to a patient:
- find the relevant message from one of the pages listing patient feedback
- click on the dot menu on the right of the message
- click Send response
The following things happen when a response is sent:
- the response will be added to the message
- an email containing the message is sent to the patient
- the patient will be able to view the response in the patient portal
Note that patients cannot respond to responses sent by staff - patients can only send new messages.
We suggest sending responses to patients where no further correspondence from the patient is required, or when notifying the patient that communication will continue via another channel.
This gives patients context inside Hugo Systems for how their feedback was handled, and also provides feedback to staff members on who responded, and what the response was.
Updating responses
Responses can be updated by staff members, but the following should be taken into consideration:
- patients receive an email with the original response
- patients will not receive an email when a response is updated - this is to prevent patients from being spammed by multiple changes
If a response is updated, it’s a good idea to add a message to the end of the response describing the edits that were made. This ensures the patient is aware of why there’s a difference in the message in the email, and the message shown in the patient portal.
To update a response:
- find the message with the response you would like to update
- click on the dot menu on the right of the response
- click Edit response
- enter a new message
- click Update response
A response cannot be sent to patients for messages that they have deleted.