How to Submit and Manage Website Review Requests in DigitalPatientChart

How to Submit and Manage Website Review Requests in DigitalPatientChart

What Are Website Review Requests in DigitalPatientChart?

The Website Review Request feature in DigitalPatientChart lets your practice send HIPAA-aware email or SMS invitations to patients after a visit, prompting them to share their experience on your MedXimity provider profile. Requests are sent from inside the EHR, tracked through a status dashboard, and routed directly to your practice listing — no separate reputation management tool required. This article covers the full workflow for practice staff and providers: submitting individual and bulk requests, managing request status, troubleshooting delivery failures, and understanding role-based access.

Role-Based Access: Who Can Submit and Manage Review Requests?

Knowing who can manage review requests in your practice management software prevents workflow confusion in multi-staff offices. Access is tied to the role assigned to each user in DigitalPatientChart.

Admin Permissions

• Send individual and bulk review requests
• Configure automated request triggers (e.g., post-discharge, after a milestone visit)
• Edit message templates within the approved framework
• View full request history and status for all patients
• Cancel or edit any pending request

Front Desk and Staff Permissions

• Send individual manual review requests from a patient record
• View request status for requests they have sent
• Bulk send and settings access are typically restricted to admin roles

Provider-Level View Access

• Treating providers generally have read-only access to request history
• Cannot send or cancel requests unless an admin has elevated their permissions

Exact permissions depend on your practice's role configuration. Contact your account administrator if access appears limited.

How to Submit a Review Request

Follow these steps to send a patient review request in the EHR using DigitalPatientChart's individual request workflow.

Step 1: Navigate to the Review Requests Section

1. Log in to DigitalPatientChart.
2. From the main navigation menu, select Communications.
3. Click Review Requests from the submenu.

{{screenshot: Main navigation with Communications > Review Requests highlighted}}

Step 2: Select the Patient Record

1. Click New Review Request.
2. Use the patient search field to locate the patient by name or date of birth.
3. Confirm the correct record is selected before proceeding. If the patient record does not yet exist, see How to Add a New Patient Record Manually in DigitalPatientChart.

{{screenshot: Patient search field within New Review Request modal}}

Step 3: Choose the Request Channel (Email or SMS)

1. Select Email or SMS from the delivery channel options.
2. Verify that the displayed email address or mobile number matches the patient's current contact information. Incorrect contact details are the most common cause of delivery failure.
3. Update the patient record if the contact information is wrong before continuing.

Step 4: Confirm Message Content and HIPAA-Aware Language Guidelines

Sending a HIPAA-compliant patient review request via email or SMS means keeping the message free of any clinical detail. The system's approved template does this by design — but review the preview before sending.

• Do not reference the patient's diagnosis, condition, treatment type, or visit reason in the message — not in a subject line, greeting, or body copy.
• Approved language invites the patient to share their general experience: scheduling, staff, and office environment.
• Admin users may adjust the practice name and sign-off within the approved template. Full free-form editing is intentionally limited to preserve compliant messaging.

{{screenshot: Message preview panel showing approved template with editable practice name field}}

Step 5: Send and Confirm Delivery

1. Click Send Request.
2. A confirmation banner will appear. The request status in the dashboard will update to Sent.
3. Delivery confirmation (status: Delivered) typically appears within a few minutes for SMS and within the hour for email.

Sending Bulk or Automated Review Requests

For chiropractic practices managing high visit volume, bulk automated review requests reduce manual effort and improve consistency. This is an admin-only feature.

Automated triggers send a request to each patient automatically when a defined event occurs — such as discharge from a care plan or completion of a set number of visits. To configure:

1. Go to Communications > Review Requests > Settings.
2. Toggle the automated trigger on and select the trigger event.
3. Review the message template and save.

Batch (manual bulk) sends let admins select a group of patients and send requests in one action:

1. In the Review Requests section, select Bulk Send.
2. Filter by date range, provider, or visit type to build your patient list.
3. Review the list, then click Send to All Selected.

{{screenshot: Bulk Send patient list with filter options and Send to All Selected button}}

When to Send a Review Request: Timing Recommendations

The best time to send a patient review request after a visit is when the experience is still fresh and the patient is feeling positive about their care. Requests sent within 24 hours of discharge or a milestone visit — such as a final appointment or a pain-free progress check — tend to see higher completion rates than those sent days later.

• Immediately post-discharge: Highest recall of the visit experience.
• After a milestone visit: Patients who have reached a treatment goal are often the most motivated to share feedback.
• Following a positive interaction: If a patient verbally expressed satisfaction at checkout, front desk staff can send a request in real time while the patient is still in the office.

Avoid sending requests during a gap in care or after an unresolved complaint. For guidance on handling dissatisfied patients before asking for a review, see Handling Patient Complaints Professionally: A Practice Manager's Framework.

Managing Existing Review Requests

Viewing Request Status: Sent, Delivered, Opened, Completed

To view review request status across all patients, go to Communications > Review Requests > History. Each request displays one of four status labels:

• Sent — Request has left the system but delivery is not yet confirmed.
• Delivered — Confirmed receipt by the patient's email or SMS carrier.
• Opened — Patient has clicked or opened the request.
• Completed — Patient followed the link and submitted a review.

Use the status filter to sort by any of these states. Requests stuck at Sent for more than an hour may indicate a delivery issue — see the Troubleshooting section below.

{{screenshot: Review Requests History table with status column and filter dropdown}}

Editing a Pending Request Before It Is Opened

To cancel or edit a pending patient review request after it has been sent but before the patient opens it:

1. Locate the request in the History table and confirm the status shows Sent or Delivered (not Opened).
2. Click the request row to open the detail panel.
3. Select Edit to update the delivery channel or contact details, then re-confirm and save.

Once a request reaches Opened status, editing is no longer available.

Canceling a Pending Request

1. Open the request detail panel from the History table.
2. Select Cancel Request.
3. Confirm the cancellation. The patient's link will be deactivated immediately.

What the Patient Sees After Receiving a Request

The patient receives a short, friendly message with a single link. Clicking it opens your MedXimity provider profile's review submission form. The form asks about general experience — scheduling, staff, and office environment. Patients are not prompted to describe their medical care, diagnosis, or treatment.

Troubleshooting: Request Not Delivered or Patient Did Not Receive It

If a DigitalPatientChart review request is not delivered, work through these checks in order:

1. Verify contact information. Open the patient record and confirm the email address or mobile number is current and correctly formatted. A single transposed digit or a missing domain extension will prevent delivery.
2. Check opt-out status. If the patient has previously opted out of SMS or email communications in DigitalPatientChart, requests to that channel will not deliver. The patient must opt back in before you can re-send.
3. SMS carrier filtering. Some mobile carriers filter automated SMS messages. If the patient confirms they did not receive an SMS, try switching to email for that request.
4. Email spam or junk folder. Ask the patient to check their spam or junk folder. Requests from a new sender address sometimes land there on first delivery.
5. Re-send the request. After correcting contact information, open the original request record, select Re-send, and confirm the updated delivery details.

If the issue persists after these steps, use the in-app support chat for further investigation.

Frequently Asked Questions

Can I customize the review request message in chiropractic software like DigitalPatientChart?

Admins can adjust the practice name and sign-off within the platform's approved message template. Full free-form editing is intentionally limited. Because review request messages must never reference a patient's diagnosis, condition, or treatment, the system guides users toward compliant phrasing rather than open customization. This protects both your practice and your patients.

Will patients be prompted to share medical information in their review?

No. DigitalPatientChart's review request templates direct patients to share their general experience — staff helpfulness, scheduling ease, and office environment. Patients are not asked to describe their medical care or health details. The form is designed to keep protected health information out of public reviews.

Does DigitalPatientChart connect to Google or other review platforms?

Review requests sent through DigitalPatientChart route patients to your MedXimity provider profile by default. Connectivity to third-party platforms depends on your account configuration. Check your provider profile settings in DigitalPatientChart or contact in-app support to confirm which destinations are active for your account.

How do I track whether a patient completed a review?

The Review Requests History dashboard shows a real-time status for every request: Sent, Delivered, Opened, or Completed. When a patient submits a review, the record updates to Completed automatically. Filter the history table by Completed to see who has responded, or sort by Opened to identify patients who clicked but did not finish.

Still Need Help?

If you cannot resolve an issue using this guide:

• In-app support chat: Click the chat icon in the lower right corner of any DigitalPatientChart screen to reach the support team directly.
• Help Center: Browse the full DigitalPatientChart help article index for related topics including patient communication settings, appointment workflow, and provider profile management.
• Related articles:
  • How to Add a New Patient Record Manually in DigitalPatientChart
  • Scheduling Comparison: How DigitalPatientChart Simplifies Practice Scheduling
  • Handling Patient Complaints Professionally: A Practice Manager's Framework