Reports
Patient feedback
Send a short survey after each visit, read the answers with their tone, themes and follow-up flags, and draft AI insights over the period.
NeatPractice can ask patients how their visit went. A short survey goes out by email, and by text when your clinic has text messages, a little while after each visit. The answers land on Reports > Patient feedback, where you see them with a reading of their tone and themes and, if your clinic turns it on, an AI summary of the period. It works the same for every discipline.
Turning the survey on#
An owner or administrator turns it on under Setup > Communication, on the Quiet hours and policies tab, in the Patient feedback survey panel:
| Field | What it does |
|---|---|
| Send a survey after each visit | Off sends none. Turning it on asks about visits from then on, never older ones. |
| Send after the visit (hours) | How long after the appointment ends the survey goes out (1 to 72). Quiet hours still apply. |
| Ask each patient at most every (days) | A patient seen often gets one survey in this many days (0 to 365; 0 asks after every visit). |
| Link stays open (days) | After this many days the survey link stops taking answers (1 to 30). |
Click Save Survey Settings.
Who gets the survey#
After a visit the patient attended, the survey goes to the patient, or to the first reminder contact of a patient under 18. It follows the same rules as appointment reminders:
- It goes only to an email address or text number on file that may be written to. A patient or contact who opted out, or has no text consent, is not sent one.
- Texts need the text messages add-on, and quiet hours delay a message until they end.
- The message and the survey page name your practice only, never the patient or the visit.
Each survey and its messages show in the reminder log as Feedback survey. A survey that no channel could reach shows as Not sent on the results page.
What the patient answers#
The patient rates five statements from 1 (strongly disagree) to 5 (strongly agree): the care at the visit, how well the therapist explained things, feeling listened to and respected, how easy the visit was to schedule, and whether they would recommend the practice. They can add a comment. A survey takes the answers once.
Reading the results#
Open Reports > Patient feedback. Pick a Range (the last 30, 90 or 180 days or the last year; 90 unless you change it). The cards show how many surveys were answered and the share of those sent, the average rating, the tone of the comments and how many need follow-up, with the top themes. Ratings by statement shows each statement's average and how many answered it.
The list shows each survey with its visit date, patient, provider, status, average rating, a reading of the feedback and the comment. Filter by Status: Sent, Opened, Answered, Expired or Not sent. On an answered survey, choose View Answers from its actions menu to read each statement with the patient's rating (1 to 5) and the full comment.
The reading comes from fixed rules, so the same answers always read the same:
- Tone (positive, neutral or negative) from the average rating, adjusted by words in the comment.
- Needs follow-up when the comment mentions harm, safety, a complaint or stopping services. Call the family back.
- Themes such as communication, scheduling, staff, progress or billing, from the comment's words and from a low rating on a statement.
AI insights#
When your clinic turns on Patient feedback insights in Documentation Rules, an AI insights panel appears. Pick the model tier and click Draft Insights. The assistant writes three short parts for the range: what patients value, what to improve, and suggested next steps. It needs at least 3 answered surveys in the range.
Only each statement's average and the comments are sent. Patient, contact and provider names in a comment are replaced first, email addresses and phone numbers are removed, and no patient, date or record id is sent. Comments of patients who opted out of AI are counted in the numbers but never sent. Each draft uses your clinic's assistant credits; the latest one is kept for the range, so opening the page again costs nothing. Draft Again writes a new one.