Want to gather feedback via Dental4Windows using Customer Radar? Follow this guide to get started. Once you have completed the set up, you can use Dental4Windows to invite your patients to give you feedback after their appointment is done.
There are two easy ways to get setup. Click the instructions below for more information on each method.
1. Send an SMS after an appointment
- SMS only
- The SMS is sent immediately after the patient is checked out
2. Send an automated post-visit feedback message
- SMS or email
- The message will be sent 1 day following the patients appointment
Haven't registered with Customer Radar yet? Sign up here for a free trial
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Send an SMS after an appointment
The patient will receive an SMS when they are marked as Checked Out in the Appointment Book. Practices can insert their feedback survey link (provided by Customer Radar) in the SMS to request feedback from the patient.
This feature is only available for Build 5203 + and to those set up with SMS capabilities
1. First, you need to log in to Dental4Windows
2. Go to Location Setup > General tab
3. Click Group: SMS Settings
4. Select Yes for Send SMS on Patient Check Out
5. Go to Debts/Marketing > Mail Merge Setup tab
6. Click Mail Merge Category: Appointments
7. Highlight Appointment Check Out
8. Click the edit icon to create the template
9. This will open the template editor. Copy in the feedback message that has been sent to you by Customer Radar. The message will look like the following but should have the bolded placeholder filled in:
[Practice name]: We would really appreciate feedback on your recent visit. There's just one quick question. Go to: [feedback link]
- You can customise and personalise the message to your patients. Click the Insert menu button to see the available fields (for example, patient first name) that you can add to the template
- The message (including the feedback link) should be 160 characters or fewer to remain as 1 billable message
10. In the Template menu, click Update.This will save your template.
11. Then, in the Template menu, click Exit
Sending the SMS after an appointment
1. After the patient has had their appointment and you are checking them out, right click the appointment and select Checked Out
2. Click Yes to the pop-up message
3. Check the SMS, click Send
- If you used the insert fields in step 9 the SMS shown will automatically be personalised to the patient who is checking out
- You can edit the message before it's sent
🎉 You are done! Your SMS feedback message will be sent out to customers inviting them to leave feedback for your practice after checking them out of their appointments.
Notes
- In the message, the [feedback link] placeholder should be filled in with your unique link provided by Customer Radar.
- In the message, your practice name should be added to the message.
- Keep the message below 160 characters to only be charged for 1 billable message each time you invite a patient for feedback.
If you haven't received your feedback link from Customer Radar yet, get in touch with Customer Radar Support at support@customerradar.com.
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Send an automated post-visit feedback message
A post-visit feedback communication can be automatically sent to patients with a particular appointment status from the previous day.
Patients will only receive communication based on their Send To preferences, if sending via SMS/email and they do not have this selected, they will not receive it.
1. Go to Location Management > Automation tab > Appointments sub-tab
2. Click Add Set, then type the name of the Automation Set, e.g. Customer Radar Survey
3. Click Add Type, then type the name of the Automation Type, e.g. Post Visit: Mon - Fri Appts
4. Click Add Type, then type the name of the Automation Type, e.g. Post Visit: Sat Appts (if applicable)
5. Select the Type for Monday - Friday Appointments
6. In the Set / Type sub-tab
- Location: Select the Location(s) the survey should apply to
- Include when: Select the Attended Appointment Status
- Update the Appointment with: Tick the checkbox then select the appointment status that represents a post-visit survey has been sent (this is optional)
7. In the Reminders sub-tab
8. Order the communication methods. Choose whether you will send the feedback invitation via SMS or email.
If the patient has their appointment reminder preference set as both SMS and e-mail, whichever is numbered 1 in the Reminders will be sent to the patient.
9. Setup the feedback message template using the edit icon
10. This will open the template editor. Copy in the feedback message that has been sent to you by Customer Radar. The message will look like the following but should have the bolded placeholder filled in:
[Practice name]: We would really appreciate feedback on your recent visit. There's just one quick question. Go to: [feedback link]
- You can customise and personalise the message to your patients. Click the Insert menu button to see the available fields (for example, patient first name) that you can add to the template
- The message (including the feedback link) should be 160 characters or fewer to remain as 1 billable message
11. In the Template menu, click Update.This will save your template.
12. Then, in the Template menu, click Exit
Next, you will set up the schedule to send the message regularly
13. Click the Schedule sub-tab
14. Set the frequency of the reminder
- Weekly - Place a tick in Tuesday, Wednesday, Thursday, Friday and Saturday
15. Set the start date and run time
The start date should be tomorrow's date. The run time should be when you want the feedback invitation messages sent each day - we recommend 11.55am
16. Include patients who have appointments – Simple: Yesterday
To check your settings, click the Check Upcoming Run Dates button
17. Under the heading Control the schedule, tick Enable
Now, you will do the same for the Saturday Appointment Type
18. Select the Saturday Appointment Type
19. Setup the Set / Type and Reminders sub-tabs the same as the Mon-Fri Appts (steps 13 through 17)
20. In the Schedule sub-tab:
- Set the frequency to weekly and select Monday
- Set the start date to next Monday and run time to the time set in step 15
- Include patients who have appointments – Simple: The Day before Yesterday
To check your settings, click the Check Upcoming Run Dates button
21. Under the heading Control the schedule, tick Enable
🎉 You are done! Your feedback message will be sent automatically to customers inviting them to leave feedback for your practice.
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FAQs
Can I change the message template after it's created?
Yes, you can follow the set up instructions again and edit the message that is sent out. Remember to save any changes!
Should I use email or a txt message?
Either is great. The feedback message is short so it fits fully into an txt message. You can also add your feedback link to other communications to gather even more feedback.
I need to contact Dental4Windows support or need help with setting up the feedback invitation template.
For questions around using Dental4Windows, you can find the Dental4Windows Support page, including chat support, by clicking here