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
Choosing the survey
The Feedback filter above the charts selects which survey the whole page reports on. Patient Check In covers the patient experience survey and is the default. App Feedback covers how patients rated the Vital app itself.
The Product filter narrows the results to one care setting: Vital Emergency, Vital Inpatient or Vital Urgent Care. Read the two surveys separately, because a low app rating and a low visit rating point at different fixes.
The summary
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.
Comparing sites and scores
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.
Question breakdowns
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 indicates that something moved, and the question breakdown identifies which part of the visit moved it.
Response rate
Response Rate reports how many patients answered, so a low-volume facility can be recognised before its numbers are read as fact. It has four tiles.
Tile | Measures |
Invited | Visits where a Vital text was confirmed delivered to the patient, or where the patient used Vital even though no delivery receipt came back |
Prompted | Visits where the patient logged in to Vital, the same event that Logged In on Overview reports as a share of Invited. |
Submissions | Surveys the patients completed |
Response Rate | Submissions as a percentage of Prompted |
Responses by Facility plots the response count over time, and the table beneath it repeats the four figures for each facility.
Reading the result
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.