Most patients who leave your clinic happy will never open Google to say so. An unhappy patient might post without you ever knowing. So your clinic's public image gets decided by chance, not by what actually happens inside.
Patient reviews in Kashfy deal with this: a short WhatsApp message goes to the patient after the visit, and nobody on your team has to do anything. Here is how it works step by step, what the patient sees, and where it stops.
The problem: reviews don't get asked for
In a busy clinic, asking "could you rate us?" is the last thing reception remembers. The patient is leaving and wants to get home. Ask two days later and they have already forgotten. So the people who write are usually either very excited or very annoyed, and everyone else stays silent.
The request has to arrive at the right moment and be easy: one tap, not a long form. WhatsApp is where the patient already talks to you, so it is the natural place.
What happens, step by step
- The doctor closes the visit and the patient moves to Done on the appointments board.
- Two hours after the visit is marked done, Kashfy sends the patient a WhatsApp message from your clinic's number.
- The message asks them to rate the experience from 1 to 5 stars and leave a comment if they want.
- The answer lands in your dashboard, tied to the visit, the doctor and the service.
The two-hour gap is deliberate: the visit is really over, and the memory is still fresh. And because the message comes from the number patients already know, it doesn't look like a stranger writing.
Where good and bad reviews go
This is the important difference. A 4 or 5 star review can, if you turn the option on, be followed by a ready link to your Google Business page. The patient taps once and posts. Someone who would have said "the doctor was great" to a friend now says it on Google.
A 1 to 3 star review stays internal. That gives reception a chance to message the patient on WhatsApp, understand what went wrong and fix it before it becomes a public complaint. Many problems turn out small: a long wait, or a price that was misunderstood.
The dashboard: ratings per doctor and per service
Reviews aren't just averaged into one number. Kashfy breaks them down by doctor, by service and over time. If a doctor's average slips from 4.8 to 4.2 this month, you see it in the report before it becomes a pattern. If one service rates low, you can ask: is it the price, the wait, the room or the doctor?
You can also reply privately to any review without leaving the dashboard, and your best reviews appear on the public section of your clinic page.
You can switch requests off for sensitive visits
Not every visit should be followed by "rate your experience". Kashfy lets you suppress the request per service, per doctor or per patient. A sensitive visit, or a patient going through something hard: you turn it off and that's it.
The wording is yours too. You can rewrite the message in your clinic's voice, or vary it by doctor. The default is warm but neutral.
Limits worth knowing
- The request goes out after the visit is closed. If staff leave visits open, the message is delayed, so closing visits is part of the routine.
- You don't control what patients write. Bad feedback stays inside, but you still have to act on it, not just read it.
- A Google review only appears when the patient chooses to tap and write it. Kashfy doesn't post on their behalf.
- WhatsApp needs your own WhatsApp Business number connected to Kashfy. No connected number means no WhatsApp.
A weekly habit that pays off
Keep it simple: once a week, open reviews by doctor and by service and start with the low ones. Message those patients, and write down the repeated reason. If waiting is the complaint every time, go back to the visit timeline on the appointments board and look at which doctor's average visit length is creeping up.
Reviews are included on every plan with no extra fee, like every other feature. See the plans on the pricing page, read more on the patient reviews page, and remember the first 30 bookings are free with no card.
