How Review Invitations Are Determined
Protoqual uses patient survey responses to determine when review invitations are sent.
This approach is based on how patients rate their experience.
Understanding Patient Responses
After completing a survey, patients are asked how likely they are to recommend the provider or practice on a scale from 0 to 10.
Responses fall into three groups:
- Promoters (9–10) – very satisfied patients
- Passives (7–8) – generally satisfied but neutral
- Detractors (0–6) – patients who had concerns or a negative experience
Who Receives Review Invitations
Only promoters (scores of 9 or 10) may receive an invitation to leave a public review.
Why Protoqual Uses This Approach
This helps:
- Encourage feedback from patients who are most likely to recommend the practice
- Keep public reviews aligned with overall patient sentiment
- Avoid prompting public reviews when concerns are present
What Happens With Other Feedback
Patients who provide neutral or negative feedback are not prompted to leave a public review.
Their responses remain within the survey system, where practices can review and act on the feedback.
Patient Choice
Even when invited, patients are never required to leave a review.
They always decide whether or not to continue.