Provide Visit Feedback and Ratings
Your feedback helps us improve care quality and helps other patients choose the best providers. Share your experience after every visit.
Why Your Feedback Matters
Benefits of Providing Feedback
For you:
- ✅ Voice heard about your experience
- ✅ Issues addressed quickly
- ✅ Better care next time
- ✅ Contribute to quality improvement
For providers:
- ✅ Recognition for excellent care
- ✅ Constructive improvement areas
- ✅ Professional development
- ✅ Incentive for quality
For other patients:
- ✅ Informed provider selection
- ✅ Realistic expectations
- ✅ Confidence in care quality
- ✅ Community support
For RoadL:
- ✅ Quality monitoring
- ✅ Provider performance tracking
- ✅ Service improvement
- ✅ Compliance assurance
When to Provide Feedback
Automatic Feedback Requests
After every completed visit:
Timing:
- Within 1 hour of visit completion
- Notification appears
- Email sent
- In-app prompt
Channels:
- Push notification
- Email with link
- In-app banner
- Appointment detail page
Window:
- 7 days after visit
- Reminder at day 3
- Closes after 7 days
- Contact support if missed window
Proactive Feedback
Access feedback anytime:
- Go to My Appointments
- Tap completed visit
- Tap Provide Feedback
- Complete feedback form
Feedback Form Components
1. Overall Rating (Required)
Star rating system:
- ⭐ 1 Star - Very Dissatisfied
- ⭐⭐ 2 Stars - Dissatisfied
- ⭐⭐⭐ 3 Stars - Neutral
- ⭐⭐⭐⭐ 4 Stars - Satisfied
- ⭐⭐⭐⭐⭐ 5 Stars - Very Satisfied
Required to submit - Must select star rating.
What ratings mean:
5 Stars - Excellent
- Exceeded expectations
- Exceptional care quality
- Would highly recommend
- No improvements needed
4 Stars - Good
- Met expectations
- Good care quality
- Would recommend
- Minor room for improvement
3 Stars - Satisfactory
- Acceptable care
- Meets basic standards
- Neither positive nor negative
- Some improvements needed
2 Stars - Poor
- Below expectations
- Care quality concerns
- Would not recommend
- Significant improvements needed
1 Star - Very Poor
- Far below expectations
- Major care quality issues
- Serious concerns
- Immediate action required
2. Category Ratings (Optional)
Rate specific aspects:
Provider Quality:
- Professional manner
- Clinical knowledge
- Communication skills
- Bedside manner
Timeliness:
- On-time arrival
- Wait time
- Visit duration
- Scheduling convenience
Care Quality:
- Thoroughness of examination
- Treatment effectiveness
- Explanation of care plan
- Follow-up instructions
Communication:
- Listened to concerns
- Answered questions
- Clear explanations
- Respectful interaction
Overall Experience:
- Ease of scheduling
- App experience
- Administrative process
- Would you use again
Each rated 1-5 stars.
3. Written Comments (Optional)
Share details:
- What went well
- What could improve
- Specific compliments
- Specific concerns
- Suggestions
Comment guidelines:
- 10-1000 characters
- Professional language
- Constructive feedback
- Specific examples helpful
- Honest and fair
Good comments include:
- Specific provider behaviors
- Particular aspects of visit
- Context for ratings
- Balanced perspective
Examples:
Positive:
"Dr. Smith was incredibly thorough and took time to explain my diagnosis. She made me feel comfortable and addressed all my concerns. Arrived on time and was very professional."
Constructive:
"Provider was knowledgeable but seemed rushed. Would have appreciated more time to discuss treatment options. Arrived 20 minutes late without notification."
Balanced:
"Overall good visit. Provider was friendly and professional. Exam was thorough. Only issue was communication about follow-up - wasn't clear when to expect results."
4. Recommendation Likelihood (Optional)
"Would you recommend RoadL to friends and family?"
- Definitely Yes
- Probably Yes
- Neutral
- Probably No
- Definitely No
Net Promoter Score (NPS):
- Industry standard metric
- Measures customer loyalty
- Helps us improve
- Anonymous aggregate data
5. Specific Issues (If Low Rating)
If rating 3 stars or below:
Required to select issue categories:
- Provider behavior
- Clinical quality concerns
- Timeliness issues
- Communication problems
- Safety concerns
- Administrative issues
- Other
Follow-up:
- Management review
- Contact within 24-48 hours
- Issue investigation
- Resolution offered
Submitting Your Feedback
Complete and Submit
Fill out feedback form
- Overall rating (required)
- Category ratings (optional)
- Written comments (optional)
- Recommendation (optional)
Review before submitting
- Check for typos
- Ensure fair and accurate
- Verify ratings correct
Tap "Submit Feedback"
- Confirmation message
- Email confirmation
- Cannot edit after submission
Submission confirmed
- Thank you message
- Notification dismissed
- Feedback recorded
What Happens Next
Immediate:
- Feedback recorded in system
- Provider notified (anonymous)
- Quality team alerted if low rating
Within 24 hours:
- Management review
- Provider coaching if needed
- Contact you if issues flagged
Within 1 week:
- Trends analyzed
- Improvements implemented
- Provider recognition if excellent
Feedback Privacy
Who Sees Your Feedback
Anonymous to provider:
- Providers see ratings
- Providers see comments
- Your name NOT shown
- Aggregate data only
RoadL management:
- Full feedback including name
- Used for quality improvement
- Follow-up if needed
- Trend analysis
Public display:
- Never publicly displayed
- Not posted online
- Not shared with other patients
- Internal use only
Protecting Your Privacy
Feedback is:
- HIPAA compliant
- Securely stored
- Accessed by authorized staff only
- Used for quality improvement only
Not used for:
- Marketing without permission
- Public reviews
- Third-party sharing
- Provider retaliation
Viewing Your Feedback History
Access Past Feedback
- Go to My Appointments
- Tap completed visit
- Scroll to Feedback
- See your submitted feedback:
- Star ratings
- Comments
- Submission date
- Response status
Cannot edit after submission - But can contact support to discuss.
Feedback Status
Status indicators:
- ✅ Submitted - Feedback recorded
- 👀 Under Review - Management reviewing
- 💬 Response Sent - We replied
- ✔️ Resolved - Issue addressed
Feedback Reminders
Notification Schedule
After visit completion:
1 hour later:
- Push notification
- "How was your visit? Tap to rate"
Day 3 reminder:
- Email reminder
- "We'd love your feedback"
- Link to feedback form
Day 7 final reminder:
- Final email
- Last chance to submit
- Feedback window closes
Managing Reminders
Turn off reminders:
- Go to Settings → Notifications
- Find Feedback Reminders
- Toggle off
Note: Feedback still important even if reminders off.
Declining to Provide Feedback
Skip Feedback
If you prefer not to provide feedback:
From notification:
- Swipe to dismiss
- Or tap "Not Now"
From appointment:
- Don't tap feedback button
- Reminder dismissed after 7 days
No penalty:
- Not required
- No account impact
- Can still use RoadL
- Future visits not affected
Why we encourage feedback:
- Improves care quality
- Recognizes excellent providers
- Addresses issues
- Helps other patients
Special Feedback Situations
Serious Quality Concerns
For urgent quality issues:
Don't wait for feedback form:
- Call immediately: (833) 762-3555
- Speak with operations manager
- Report specific concerns
- Request investigation
Issues requiring immediate reporting:
- Patient safety concerns
- Provider misconduct
- Clinical negligence
- HIPAA violations
- Billing fraud
Outstanding Experience
Provider went above and beyond?
Additional recognition options:
- Submit feedback (5 stars)
- Call to compliment: (833) 762-3555
- Specific examples help
- Provider receives recognition
- May earn awards/bonuses
Mixed Experience
Some good, some bad?
Be honest and specific:
- Rate overall experience
- Note specific strengths
- Note specific weaknesses
- Suggest improvements
- Balanced feedback most helpful
Example structure:
"Positives: [specific examples]
Areas for improvement: [specific examples]
Overall: [summary]"
Feedback Impact
How Feedback Drives Change
Provider level:
- Coaching for low ratings
- Recognition for high ratings
- Specific skill development
- Performance reviews
System level:
- Process improvements
- Training programs
- Policy updates
- Technology enhancements
Patient level:
- Better care quality
- Improved communication
- Enhanced experience
- Higher satisfaction
Real Changes from Feedback
Examples:
Communication:
- Feedback: "Provider rushed, didn't listen"
- Action: Communication training
- Result: Improved patient satisfaction
Timeliness:
- Feedback: "Always late, no notification"
- Action: Better scheduling, automated ETA
- Result: 90% on-time arrivals
Follow-up:
- Feedback: "Unclear about next steps"
- Action: Standardized care instructions
- Result: Better patient understanding
Frequently Asked Questions
Is feedback really anonymous?
- Yes, to providers
- No, to management (for follow-up)
- Never publicly displayed
Can my feedback get a provider fired?
- Single feedback rarely results in termination
- Pattern of concerning feedback investigated
- Serious issues addressed immediately
- Provider improvement opportunities given
What if I change my mind after submitting?
- Contact support: (833) 762-3555
- Explain situation
- Feedback can be annotated
- Cannot be deleted but can be contextualized
Do providers rate me?
- No patient ratings
- Providers note safety concerns only
- Not visible to you
- Only for RoadL safety use
Can I provide feedback after 7 days?
- Yes, contact support
- Manual submission possible
- Less convenient
- Better than no feedback
What if provider asks me not to leave bad feedback?
- Report immediately
- This is prohibited
- Provider may face discipline
- Leave honest feedback anyway
Need Help?
Contact our support team:
We can help with:
- Submitting late feedback
- Reporting serious concerns
- Technical issues with form
- Following up on issues
- Understanding feedback impact
- Providing additional comments
Healthcare in Real-Time™ - Your voice improves care for everyone.