Clinics and dental care · Sample scenario
Patient satisfaction and feedback
After the appointment, patients who consented get a short survey; replies are classified, tasks are opened for low scores and an anonymous report is prepared.
Problem
Service problems (waiting, check-in, payment) are not collected systematically; a complaint only becomes known when the patient calls.
How it works today
Paper questionnaires are handed out now and then, or no survey is done at all. Complaints stay in staff members' personal messages and are sometimes forwarded to a general group along with medical details.
What this scenario changes
After the appointment is completed, a short survey is sent only to patients who consented. AI sorts comments into topics and flags sensitive medical content. A low score opens a task for the service manager, and only anonymized figures go into the report.
The process step by step
- Appointment completed: Status changes in the clinic system
- Consent checked: Contact permission for surveys
- Short survey sent: 1 to 5 score and a comment field
- Reply received: Score and free comment
- Reply classified: Topic and sensitive content flag
- No sensitive content?: Comment checked for medical information
- Task for a low score: If the score is 3 or lower
- Added to the anonymous report: Without name or ID
Exception path
- Quality lead reviews: Confidential queue only
- Only the score goes into the report: The comment text is left out of the anonymous report
The role of AI
Sorts the comment into service topics (waiting, check-in, payment, cleanliness, communication) and flags whether the text contains sensitive health information.
Human approval and exceptions
If the comment contains treatment or health information, the text does not go to the general team channel or the report; only the quality lead reviews it in a confidential queue and passes it to a doctor if needed.
Frequently asked questions
Do patients without consent get a survey?
No. The survey is sent only to patients whose contact consent is recorded.
Is the patient's name visible in the report?
No. Only anonymized scores and topics go into the report; the patient ID stays only in the task, for authorized staff.
What if a comment contains a medical complaint?
The text does not go to the general channel; the quality lead reviews it in the confidential queue and passes it to a doctor if needed.