Provider-Specific Feedback Escalation System
A done-for-you healthcare automation built for the Patient Relations Manager, connecting Jotform, Slack, and Airtable so the work below happens on its own.
What this automation does, step by step
Whenever patient feedback, whether from a post-visit survey, an online review, or a portal message, specifically names an individual provider, this automation automatically parses the mention and routes the feedback directly to that provider or their supervising manager rather than letting it sit in a shared general inbox.
Positive mentions are compiled into a monthly recognition digest for the provider, while negative or concerning mentions trigger an immediate alert to the patient relations manager for a same-day personal follow-up call.
Every routed piece of feedback is logged with the provider's name and outcome so patterns become visible over time instead of getting lost in an inbox no one revisits.
Providers get feedback that's actually about them, and patients get a personal response instead of silence.
- Practice management software
- Zapier or Make.com
- Google Forms or Jotform (survey)
- Slack or email (feedback routing)
- Airtable (feedback log)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
Without automation, this falls entirely on a patient relations manager, who has to track every step by hand across emails, spreadsheets, and sticky notes. It's the kind of work that quietly eats hours every week.
With this automation
- Review requests timed to the moment the job is done
- Instant manager alerts when a customer reports a problem
- Alerts when a new review needs a response
- Survey and NPS results that reach the people who can act
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