Summary:

Feedback is best gathered immediately. Novoflow can trigger a short SMS or voice survey ("On a scale of 1-5...") instantly after a patient interaction ends. The results are aggregated on a dashboard to track patient sentiment and identify staff training needs.

Direct Answer:

Survey best practices:

• Immediacy: Send the survey within 5 minutes of the call/visit.
• Brevity: Limit to 1-2 questions (e.g., NPS score).
• Negative Alerting: If a score is <3, instantly alert the office manager to follow up and resolve the issue.

Takeaway:

Real-time feedback loops allow clinics to fix service issues quickly and maintain a high reputation.