Service Recovery Notifications

As part of the patient portal experience, patients can share what could have been better about their experience if they respond with Okay, Fair, or Poor on any question. Managers and any client-designated contacts will then be notified so they can take appropriate action. If a patient responds with Okay, Fair, or Poor but does not leave feedback or request a follow up, managers are not notified, but the response can be viewed in the Patient Feedback item in the Management Hub.

Manager notifications

A Team member's manager will receive the following notifications depending on how a patient responds on the "What could have been done better?" page:

Comment received

1. In-app notification
2. Email

Request for follow up

1. In-app notification (persists until the user clicks on it)
2. SMS notification
3. Email

Comment + Request for follow up

1. In-app notification (persists until the user clicks on it)
2. SMS notification
3. Email

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Designated contact notifications

Clients have the opportunity to add a contact to receive email notifications about service recovery. These emails do include links to the feedback received; if the contact does not have Wambi access or access to that particular feedback, they can follow up with the team member's leader with any questions.

Added contacts will receive an email notification for the following:

1. Comment received + Request for follow up
2. Request for follow up 

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