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After an appointment, patients can be sent a follow-up text asking how their visit went. The Reviews page brings all of that feedback into one place so your team can see what patients are saying and act on it. Where to find it: Choose Reviews in the left-hand menu.

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The Reviews tab

The Reviews tab lists every rating a patient has submitted, newest first. At the top you’ll see a quick summary:
  • Average rating across the reviews you’re currently viewing, with a star display. When some reviews have no star rating, this shows how many of the total were rated.
  • Rating breakdown — how many reviews came in at each star level, from 5 down to 1.
  • With comments — how many reviews included written feedback.
  • Redirected externally — how many patients were sent on to your public review page (see the Setup tab below).
  • Without a rating — how many patients gave feedback without leaving a star rating. This only appears when you have some.
Each row shows the patient’s name, their star rating, and their comment. A few helpful details:
  • Click a patient’s name to open their profile on the right, so you can see the rest of their history without leaving the page.
  • When a review is tied to a specific appointment, the appointment title and date appear under the patient’s name.
  • If a patient was sent to your public review page instead of leaving a written comment, the row shows a Redirected externally tag.
  • Rows marked No rating came from patients who weren’t asked for a star rating. See Who reaches your review link below.

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Finding specific reviews

Use the filters above the list to narrow things down:
  • Search by patient name or by words in the comment.
  • Rating — show only certain star levels.
  • Comments — show only reviews with (or without) written feedback.
  • Star rating — show only reviews that have a star rating, or only those that don’t.
  • Location — when you have more than one location, focus on a single one.
The summary at the top updates to match whatever filters you’ve applied.

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The Setup tab

The Setup tab controls how reviews are collected and where positive ones go. There are two ways the review page can work, and this section shows which one your clinic is on. Contact us to change it. All patients (recommended). Every patient who opens the review page is offered your public review link, whatever they thought of the visit. Alongside it is a button to leave a message with your management team, for patients who would rather raise something privately than post about it. Nobody is filtered out, and these patients don’t leave a star rating in Decoda — any rating they give happens on the review site itself. Filtered by rating. Patients rate their visit first, and only those who leave 4 or 5 stars are offered your review link. Ratings of 1 to 3 stars stay in Decoda for your team to follow up on privately.
Review sites generally don’t allow filtering who gets asked for a public review, and doing it can put your listing at risk. If your clinic is set to Filtered by rating, get in touch and we’ll switch you over.
Each location can have its own review link:
1

Open the Setup tab

You’ll see a row for each of your locations and whether a link is set.
2

Add or edit the link

Choose Add link (or Edit) and paste the full web address, starting with https://. At a location without a link, patients on All patients are only offered the option to message your management team; on Filtered by rating they still rate their visit and every rating stays in Decoda.
3

Save

The status changes to Configured once a link is in place.
A link must be a full web address starting with http:// or https://. Leaving the field empty removes the link for that location.

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Services that request reviews

Reviews are only collected for services whose post-appointment follow-up message includes the review link. This section lists the services set up that way. To have a service start collecting reviews, add the {review_link} placeholder to its follow-up message under Settings → Services. You can also ask outside of a follow-up message. Add the same {review_link} placeholder to a sequence step to request reviews from a group of patients, once or on a repeating schedule — a quarterly review request, for example. Each patient’s link points at their own most recent completed visit.

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Follow-up on feedback

Feedback meant for your team can automatically create a task so someone can reach out to the patient. This section shows whether that’s turned on; manage it under Settings → Tasks. Which feedback creates a task depends on how your review page is set up: on All patients it’s the messages patients send your management team, and on Filtered by rating it’s ratings of 1 to 3 stars.