Feedback, under Analytics, reports how patients rated their visit and what they said about it. Use it to find which part of the visit is moving a score, rather than to watch the score itself.

The Performance Trends summary: Average Rating, High Ratings and Total Submissions

Performance Trends sits at the top and covers the selected period: Average Rating, High Ratings, and Total Submissions. Read Total Submissions first. A rating built on a handful of responses moves sharply on a single bad day and is not yet a trend.

Ratings by Facility by Day plots the average rating over time, one line per facility, which separates a genuine decline from ordinary daily movement. Rating Distribution by Facility breaks the same responses into star bands, which is where a split between mostly-five-star and a hard core of one-star responses becomes visible. An average alone hides that split.

Each survey question has its own breakdown showing how many patients selected each response. This is the part that identifies the cause: the overall rating tells you something moved, and the question breakdown tells you which part of the visit moved it.

Response Rate and Responses by Facility report how many patients answered, so a low-volume facility can be recognised before its numbers are read as fact.

Read the trend rather than a single day. When a rating falls, open the question breakdown for the same period and compare it with the period before, then check whether the drop sits in one facility or across all of them. A drop in one site with a stable group elsewhere is an operational change at that site. A drop everywhere at once more often follows a change in the visit itself.