Reviews
How Docistra collects patient ratings after each visit, and where you see them
After a visit, Docistra asks the patient on WhatsApp to rate it from 1 to 5. Their answer shows up in Reviews and on your public pages.
How a review is collected
Mark the appointment Completed
Reviews are only requested for appointments with the Completed status.
About 2 hours later, the patient gets a message
It wishes them well after their visit with the doctor and asks them to rate it from 1 (needs improvement) to 5 (excellent).
The patient replies with a number
The AI saves the score. If the patient adds a comment, the AI saves that too.
Each appointment gets one request at most. No request is sent if the patient has no valid phone number.
Review requests go from your clinic's WhatsApp number (the appointment branch's number, or your main number), so they need a connected number. If the patient messaged that number in the last 23 hours, the request is a normal WhatsApp message. Otherwise WhatsApp requires the review template approved on your account (see Message templates); until it's approved, review requests only go to patients who messaged recently.
Satisfaction survey
Instead of asking the patient to reply with a number in the chat, Docistra can send a link to a short survey page.
Open Settings → Clinic
Go to the Patient Reminders section.
Switch on Satisfaction survey after the visit
The review request now goes out as a link instead of a chat question.
The page asks for a rating from 1 to 5 stars and an optional comment. The answer shows on the Reviews page straight away. Each link works once, for 30 days. Survey links go out between 9 AM and 9 PM; a visit finished later is asked the next morning.
If the patient hasn't written to your number in the last 23 hours, WhatsApp requires an approved survey template. Until it's approved, only patients who wrote recently get the survey, and the others aren't asked, because the chat question is off in survey mode.
Patient satisfaction card
Once you have Docistra reviews, the Patient satisfaction card above the list shows the average score, the split from 5 to 1 stars and the three latest comments. Switch between By provider and, when you have more than one branch, By branch. It counts Docistra reviews only (chat answers and the survey), not imported Google reviews.
The Reviews page
Open Reviews in the sidebar (owners, admins and staff; doctors don't see it). The header shows the total number of reviews and the average score. Each review shows:
- Star rating (1 to 5)
- The doctor the visit was with
- The date
- The patient's comment, if any
- The patient's name, with Open profile to see their full record
The page lists the most recent 200 reviews.
Hiding a review
Click Hide on a review that is inappropriate or off-topic. Hidden reviews stay on this page (faded) and can be shown again with Show, but they no longer appear on your public pages.
Reviews can't be edited or deleted, only hidden. Nothing is quietly rewritten.
Where patients see reviews
- Your clinic's public page shows your average rating and recent reviews
- Each doctor's public page (if enabled) shows that doctor's rating and reviews
Only scored, non-hidden reviews appear publicly.