How to Submit and Track Website Review Requests in DigitalPatientChart

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How to Submit and Track Website Review Requests in DigitalPatientChart

DigitalPatientChart lets you ask patients for online reviews directly from the EHR and track every request from send to submission. This article walks through the full workflow—submitting individual and bulk requests, customizing your message, reading status labels, and troubleshooting delivery issues.

On this page

1. What Are Website Review Requests and Why They Matter
2. Before You Begin: Roles and Access
3. How to Submit a Website Review Request
4. How to Customize Your Review Request Message
5. Submitting Bulk Review Requests for Multiple Patients
6. How to Track Review Request Status
7. Understanding Review Request Status Labels
8. Review Request Timing and Frequency Guidelines
9. How Submitted Reviews Appear on Your MedXimity Profile
10. Compliance Considerations for Review Solicitation
11. Troubleshooting: Common Delivery Issues
12. Still Need Help?

What Are Website Review Requests and Why They Matter

A website review request is an automated email or SMS message sent to a patient asking them to share feedback on your MedXimity provider profile. Knowing how to ask patients for online reviews—and doing it at the right moment—is one of the most effective ways to build a credible public reputation without asking for reviews in person.

Reviews submitted through DigitalPatientChart appear directly on your linked MedXimity directory listing, giving prospective patients social proof exactly where they are already searching for a provider.

Before You Begin: Roles and Access

Not every staff role can send review requests. Understanding who can send review requests in your practice management software prevents permission errors before they happen.

• Practice Owner / Administrator — Full access: submit, customize, bulk-send, and view all request history.
• Front Desk / Scheduler — Can submit individual requests from a patient record; cannot edit the practice-wide default message template.
• Treating Provider (DC, PT, etc.) — Can submit requests tied to their own patient encounters; view is scoped to their records by default.
• Billing-Only Staff — No access to the Review Requests module by default.

If you do not see the Review Requests option in your navigation, contact your Practice Administrator to verify your role permissions.

Need to add a patient record first? See How to Add a New Patient Record Manually in DigitalPatientChart.

{{screenshot: Navigation sidebar with "Review Requests" menu item highlighted under the Practice section}}

How to Submit a Website Review Request

To send a review request to a patient from the EHR:

1. Open the patient’s record from Patients › Patient List.
2. Select the Communications tab within the patient record.
3. Click New Review Request.
4. Confirm the patient’s preferred contact method (email or SMS) is populated. If the field is blank, add the address or number before proceeding.
5. Review the default message in the preview pane. Edit if needed (see Customizing Your Message below).
6. Click Send Request. The status column updates to Pending immediately.

{{screenshot: Patient record Communications tab showing the "New Review Request" button and the message preview pane}}

How to Customize Your Review Request Message

You can customize your review request message for patients at two levels: practice-wide default and per-send edit.

Editing the Practice-Wide Default (Administrators only)

1. Go to Settings › Review Requests › Message Templates.
2. Click Edit next to the active template.
3. Modify the subject line and body text. Merge fields such as {{patient_first_name}} and {{provider_name}} are supported.
4. Click Save Template. All future requests will use the updated wording.

One-Time Edit Before Sending

1. At step 5 of the submission workflow, click inside the message preview pane.
2. Make your changes. This edit applies only to the current request and does not alter the saved template.

Note: Do not include incentive language (discounts, gifts, or free services in exchange for a review) in any template. See Compliance Considerations for details.

Submitting Bulk Review Requests for Multiple Patients

To bulk send review requests to multiple patients at once:

1. Navigate to Review Requests › Bulk Send.
2. Use the filters to define your patient group—for example, appointments completed in the last 7 days.
3. Review the patient list. Uncheck any patient you want to exclude.
4. Confirm each listed patient has a valid email address or mobile number. Rows flagged in yellow are missing contact data; update those records before including them.
5. Click Preview & Send, confirm the total recipient count in the dialog, then click Confirm Send.

{{screenshot: Bulk Send interface showing the patient filter panel, patient list with checkboxes, and the "Preview & Send" button}}

Tip: Limit bulk sends to patients seen within the past 14 days. Requests sent too long after a visit tend to see lower completion rates.

How to Track Review Request Status in DigitalPatientChart

To track patient review request status:

1. Go to Review Requests › Request Log.
2. Use the date range and provider filters to narrow the list.
3. The Status column shows the current state of each request in real time.
4. Click any row to see the full timeline: sent timestamp, delivery confirmation, link-click event, and review submission date (if completed).

{{screenshot: Request Log table with Status column visible and a single row expanded to show its timeline detail panel}}

Understanding Review Request Status Labels

What does “review request pending” status mean? Here is what each label indicates and what action, if any, you should take.

Status Meaning Recommended Action Pending Request queued; delivery has not been confirmed yet. Wait up to 15 minutes. If still Pending, check the patient’s contact information. Sent Message delivered to the patient’s inbox or phone. No action required. Allow 48–72 hours for the patient to respond. Opened Patient opened the email or tapped the SMS link. No action required. Completed Patient submitted a review. The review is queued for display on your MedXimity profile. Declined Patient clicked the opt-out link in the message. Do not resend. Respect the patient’s preference. Failed Delivery attempted but bounced or undeliverable. Verify contact details and resubmit, or contact the patient to confirm preferred method. Expired Request link was not used within 30 days. You may submit a new request if the patient is still active.

Review Request Timing and Frequency Guidelines

How often can you send patient review requests? DigitalPatientChart enforces the following limits to protect the patient experience:

• Minimum interval: One request per patient per 90-day rolling period.
• Best timing: Send within 24–48 hours of a completed visit while the experience is fresh.
• Automatic suppression: The platform will not queue a request for a patient who has a status of Declined or who already has an active (non-expired, non-completed) request outstanding.

Requests sent outside these windows are blocked at submission with an on-screen notification explaining the reason.

How Submitted Reviews Appear on Your MedXimity Profile

When a patient completes a review request, here is what happens next:

1. The review enters a brief moderation queue (typically under 24 hours).
2. Once cleared, it publishes to the Reviews section of your linked MedXimity provider profile—the same profile prospective patients find when searching the MedXimity directory.
3. Your aggregate star rating updates automatically.
4. You will receive an in-app notification and, if enabled, an email alert when a new review goes live.

To see how your profile appears to patients searching by specialty or location, visit your public MedXimity listing directly. For an example of how a complete review profile looks, see Sarasota Upper Cervical Patient Reviews: How to Compare Local Providers.

Compliance Considerations for Review Solicitation

Is it legal to solicit patient reviews online? Generally, yes—but a few rules apply.

• No incentives. Offering discounts, free services, or gifts in exchange for a review may violate FTC endorsement guidelines and some state board regulations. The review request message must not promise or imply any reward.
• HIPAA-safe messaging. DigitalPatientChart review request emails do not include clinical details, diagnosis, or appointment specifics in the outbound message—only the patient’s name and a link to leave feedback. Do not add PHI to a customized message.
• Opt-out must be honored. Every request includes an unsubscribe link. Patients who decline must not be re-contacted for reviews.
• Do not selectively suppress negative feedback. Sending requests only to patients you expect will respond positively may conflict with review platform terms of service.

For guidance on your specific obligations, consult your compliance officer or legal counsel. Rules may vary by state and by professional licensing board.

Troubleshooting: Common Delivery Issues

Review request email not delivered to patient

1. Confirm the email address in the patient record is spelled correctly (typos in the domain are the most common cause).
2. Ask the patient to check their spam or promotions folder.
3. Verify the patient has not previously opted out. Opted-out patients show a Declined status that blocks future delivery.
4. If the address is correct and not opted out, use the Resend option in the Request Log row. If it fails again, try switching to SMS if the patient has a mobile number on file.

Patient review not showing on MedXimity profile

1. Confirm the request status in the Request Log is Completed—not Opened or Sent.
2. Allow up to 24 hours for moderation to complete after the patient submits.
3. Verify your DigitalPatientChart account is linked to your MedXimity provider profile. Go to Settings › MedXimity Integration and confirm the connection status shows Active.
4. If the connection is active and more than 24 hours have passed, contact support (see below).

Request stuck in Pending for more than 15 minutes

1. Refresh the Request Log page.
2. Check that the sending address or SMS short code is not blocked by your email provider.
3. If the status does not update within one hour, submit a support ticket with the request ID (visible in the row detail panel).

Related Help Articles

• How to Add a New Patient Record Manually in DigitalPatientChart
• Sarasota Upper Cervical Patient Reviews: How to Compare Local Providers
• Scheduling Comparison: How DigitalPatientChart Simplifies Practice Scheduling

Still Need Help?

If you have worked through the steps above and the issue persists, our support team can review your account configuration directly.

• In-app chat: Click the ? icon in the lower-right corner of any DigitalPatientChart screen.
• Support ticket: Go to Help › Submit a Request and include the affected patient record ID and the request ID from the Request Log.
• Email: [email protected]