Why Some Patients Are Asked to Leave Reviews (and Others Aren’t)

Protoqual invites patients to leave public reviews based on their survey feedback. This helps ensure that review invitations are sent to patients who have already indicated a very positive experience.

How Review Invitations Are Determined

After completing a survey, patients are asked how likely they are to recommend the provider or practice.

This question uses the Net Promoter Score (NPS) scale from 0 to 10.

Patients are grouped into three categories:

Promoters (9–10) – very satisfied patients

Passives (7–8) – generally satisfied but neutral

Detractors (0–6) – patients who had concerns or a negative experience

Only promoters (scores of 9 or 10) may receive an invitation to leave a public review.

Why Protoqual Uses This Approach

By inviting reviews from patients who have already reported a positive experience, Protoqual helps:

  • Increase the likelihood of positive public reviews
  • Ensure reviews reflect genuine patient experiences
  • Encourage feedback from patients who are most enthusiastic about their care

This approach helps create a more accurate representation of patient satisfaction online.

What Happens With Other Feedback?

Patients who provide neutral or negative feedback are not prompted to leave a public review.

Instead, their responses remain within the survey system where practices can review the feedback and use it to improve patient experience.

Patient Choice

Even when invited, patients are never required to leave a review.

They always decide whether or not to continue to the public review site.

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