How to use your Reputation Management System

Reputation Management System

Logging Into Your Reputation Management System

Managing your reputation is easier than ever before with Solution21’s Reputation Management System. For admin access, type the URL that Solution21 will provide you into your browser. This URL is linked to your website; allowing you and your staff to easily request your patients’ feedback and publish them on your website. Login information will also be provided by Solution21.


Reputation Management System

Administrator Access

Once logged in, you will be directed to the admin dashboard, which has an overview of all feedback you have received from your patients.


Reputation Management System

Logging Into Your Reputation Management System

(Only Available with Solution21’s Patient Appointment Management System)

Solution21’s Reputation Management System can be synced with our Patient Appointment Management System. When a patient schedules an appointment through Solution21’s Patient Appointment Management System, the data is automatically uploaded to the “Appointment Management System” tab under Customer Data. This feature provides patients with two options to send/leave feedback: filling out the form in-office and by email.

Learn more about Solution21’s Patient Appointment Management System.


Reputation Management System

Requesting Feedback In-Office

(Only Available with Solution21’s Patient Appointment Management System)

Solution21’s Reputation Management System synced with our Patient Appointment Management Systems provides you with the opportunity to capture patients’ reviews immediately in office after their visit. Click on the “Review Link” associated with the patient’s name. The patient can then complete the form in person.

Learn more about Solution21’s Patient Appointment Management System.


Reputation Management System

Requesting Feedback through Email

(Only Available with Solution21’s Patient Appointment Management System)

This option allows you to send an email request for feedback from patients after they have left the office. You can request for feedback to one or multiple patients at a time. Choose from the list of emails you want to send to chosen group of contacts, and then press “Send.” Names of patients who have sent their review will be highlighted in a green dash box around their name. You can also sort through this option under the “Reviewed” tab stating either “yes” they have reviewed, or “no” they have yet to leave one.

Learn more about Solution21’s Patient Appointment Management System.


Reputation Management System

No Appointment Management System Installed

If you do not have Solution21 Patient Appointment Management configured, the image to the left is what you will see in the “Appointment Management Data” tab.

Learn more about Solution21’s Patient Appointment Management System.


Reputation Management System

Importing Patient Information – Single Use

For patients who do not wish to be contacted regularly, Solution21 Reputation Management System provides you the opportunity to upload patients’ information from as CSV file for a single use. Choose a file and press “Submit” to upload the content. Select patients you wish to request feedback from and choose from the available customized emails and press “Send.” The information you uploaded will not be saved into the system and discarded once exit out of the “CSV” tab. To upload patient data and save for future use, see “Importing Patient Information from Management Software.”


Reputation Management System

Request Feedback from Patients Individually

Select “Form” from the “Customer Data” tab to request feedback from patients individually. Enter the patient’s name and email address, choose an email from the available customized email templates*, and press “Send.”

*See “How to Customize Email

Reputation Management System

Importing Patient Information from Management Software

Importing your patient’s information from your management software is a simple process. Simply upload a CSV file with patients’ name and emails into Solution21’s Reputation Management System and you’re set to go. Either “Select All” to save the entire uploaded list, or choose the desired patients to save their information for later use.


Reputation Management System

Requesting Feedback from Saved Patient Information

Access your previously uploaded patient information in the “Saved Data” tab in “Customer Data.” Select all or pick certain patients, then choose from the drop down list of available emails to send. Press “Send” to successfully dispatch emails.

If you wish to delete patient information, press “Delete” next to their email address. You can also delete several patients’ data at a time by checking the box next to their name and clicking “Delete Selected.”


Reputation Management System

Sample Request Email – Patient User Interface

Photo shows a sample of customized email, which your patient will receive when requesting feedback. Emails sent to patients contain personalized links with their names and emails. Patients can open the feedback form by directly clicking the link or copy the URL onto their browser. The link will direct them to their personalized feedback form, with their name and email.


Reputation Management System

Filling Out a Feedback Form – Patient User Interface

Unlike other review platforms, patients do not have to create an account when filling out their feedback with Solution21’s Reputation Management System. It takes only seconds to complete, making rating your overall performance and recommending your practice simple.

It is optional for patients to leave comments. Patients also have the option to choose whether they want to appear anonymous when their review is published on your website.

After filling out the form, patients then submit their feedback by clicking on the button “Send My Review” on the bottom of the form.


Reputation Management System

Thank You for Your Submission– Patient User Interface

After completion and submission of feedback in-office or through email, patients will see a “Thank You” message.


Reputation Management System

Feedback Approval

Every time a patient leaves feedback, you will be alerted through email. To access submitted feedback, login to the admin dashboard and newest feedback will be posted at the top of the screen, as shown in photo.

An overview of their general rating and recommendation will appear next to their name. You can see whether patients want to post their review anonymously on your website under the “Publish Review As” tab and the date the patient completed their review. To view if a patient has written any comments about their visit, you can click on “View” under the “Actions” tab to read the full review.

To publish feedback on your website, click on the red “X” changing it to a green checkmark.


Reputation Management System

Publishing Feedback onto Your Website

Feedback you publish on your website will automatically appear once you have changed the red “X” to the green checkmark on the admin. Published feedbacks appear in chronological order and are formatted to fit your site’s design.


Reputation Management System

Customize Email Greeting

In “General Settings” customize the “Name” and “Email” that appears when you send emails to patients. Once you have properly filled out both boxes, press “Save.”


Reputation Management System

Customize Your Feedback Form

You have complete access to customize the wording that goes on the feedback form. Under “Settings” in the “Texts” tab, text on the right side of the screen is how your form is currently read. In the sample provided you will see how the text value can be altered.

To change the wording on the form, fill out the values accordingly on the right side. Press “Save” on the bottom of the page to successfully update any changes made.

If you want to reset any changes made, press the “reset” button to restore all text values to its original setting.


Reputation Management System

Custom Emails

In Settings, in the emails tab you will be able to access all of the email templates you have created to send out to patients.

Headers in bold font are the titles of the email you have created, followed by the subject line and body copy below. You can create an unlimited number of email templates. Edit or delete templates by clicking the button to the right of the email titles.


Reputation Management System

Customizing Emails

Click on the “Add New” in the Email Settings main page on the upper right corner to customize a new email. All emails can be formatted using text or HTML.

Fill out the “Name” of the email to easily identify which email to select when sending out requests to patients. Create the subject line and body copy. Once completed, click “Save” on the bottom left of the page, and you will then be redirected to the Email Settings main page, where your newest template will be found on the bottom.