Approving Survey Reviews

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Launch Survey- Tutorial Video

Learn how to see and approve your PBHS Launch Survey reviews.

Writing A Review:

Patients can write a review for you by visiting the link on your website.  Usually this address is www.yourdomain.com/patient-review-form

Other ways to access the form include looking for the  icon or browsing through the menus on your website for "Write a Review".

The patient must fill out the required fields on the survey form, including:

  • Overall star rating:
           

       
  • Overall comments
        

            
  • The patient also decides if he or she would like his or her review to be "approved for publishing" or not. You as the Website Editor or Review Moderator can approve reviews only that are approved for publishing by the patient.

    If the patient has decided NOT to mark his or her review as "approved for publishing", then the "thumbs up" toggle to approve and publish the review will be grayed out and unclickable in the Launch Survey section. 
            

          
    • If the patient selects no, and this review isn't approved for publishing- you will see this in your Launch Survey section while looking at this review.
           
    • The thumbs up icon will be disabled
       not-approved-for-social.png 
                

Once a patient submits a review, a notification will be sent to the email address you provided asking you to log into your account and moderate the review.  If you approve the review it will be published. You can choose to do nothing or unapprove the review, and it will NOT be published.

Administering Reviews:

  1. Navigate to your website's login screen:
    www.yourdomain.com/admin
              
  2. Enter the username that was provided to you for website editing or Launch Survey and your password and click "Log In".  If you have forgotten your password, please contact PBHS Support by phone for a password reset.
           
  3. Once you login, click the "Launch Survey" button on the left menu. 
         

          
  4. This will take you to the Launch Survey dashboard screen.
          

              
  5. Click on the Approve Reviews section on the left
           
     
           
  6. This will lead you directly to your Reviews Dashboard.
            
    • You can also click on the "Reviews" section at the top of the screen to see ALL reviews.
             

               
  7. Here you can review, approve, unapprove, trash, print and comment on any patient surveys.  These options will always be to the RIGHT of the review:
            
    review.png
         
    • To APPROVE a Review:   Click on the hand icon to make a "thumbs-up"! 
           
      thumbs-up.png
           
      Reviews will publish to the "Testimonials" page of your website, usually www.yourdomian.com/testimonials
          
    • To UNAPPROVE a Review:  Click on the hand icon again, making it a thumps-down!  Once it is unapproved, it should look like this:
              
      thumbs-down.png
             
    • To TRASH a Review:   Click on the trash can icon, this will mark this comment as "Trashed".  Note there is no way to permanently remove a Review. 

      trash.png 
            
    • To PRINT a Review:  Click on the printer icon, this will print the entire review form with the answers from this patient. 
           
      print.png
          
    • To VIEW the entire Review/Comment: Click on the conversation bubble icon, this will display the entire review with their Overall Comments which you will have the option to privately or publicly respond to the patient.
          
      convo1.png
                 
  8. You have the option to make a comment back to the patient about their review.  You can do this any time, regardless if the review is approved/unapproved.  **Please note, to use this feature- your survey must include a patient email field.  
            
    1. While looking at the review you would like to respond to, select the "View Conversation" icon:
             
      comments.png
           
    2. This will bring you to the full patient review, where you can further comment back to the patient if needed.
         
    3. Select the blue button labeled "Respond to Patient", located in your upper RIGHT hand corner
                    
      reply-to-patient.png
            
    4. A "Message to Patient" will appear, giving you the ability to enter your response back to the patient:  
      • **Note if you want your response to show within the review that is posted to your website, please select the "Approve this response to show with the review".   
              
      •  If you want this response to ONLY go to the patient and not display on your website- DO NOT SELECT THE OPTION "Approve this response to show with the review."!   
                
      • Very Important: Medical information cannot be included in your messages to patients!!
             
        send-to-patient.png
             
    5. Your response will show on this same page, within your admin view. 
          
    6. You can approve/unapprove any comments (completed after the review) at anytime here:
               
      response-shows.png
              
    7. Click the "X" in the upper right corner to return to the Reviews dashboard to close the conversation and continue moderating other submitted reviews.
          
    8. Additionally, the patient will receive an email alert regarding your response.  If needed, they can reply back by selecting the "Reply Back" button at the bottom of the email.  
            
      Note, any replies from the patient would first need to "Approved" by your office before they are posted.
            
      email-notify.png

    9.        
      Please note the following:
              
      • You can approve a response at anytime, even after it's posted  (you cannot unapprove the patients comment that was submitted with the review.  You would have to unapprove the entire review.)
             
      • You can unapprove a response at anytime, even after it's posted (either patient or office reply)
                
      • If you approve your response, this will show on your website along with the review like this:
           
        review-reply-example-approved.png
            
      • If you unapprove your response, this will no longer show on your website- just the comment made by your patient:
             
        review-reply-example-unapproved.png
              
      • Please note, there is no limit to how many times the patient or the staff can respond.  

If you are finished approving reviews, you can log-out using the "Logout" button along the left hand side menu.

 

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