Hospitals and health centers
Understand the patient experience, from reception to follow-up
Fidkeep brings Google, Yandex Maps and Tripadvisor reviews¹ from your hospitals and health centers into one view. It shows waiting, reception and communication themes by site and helps you reply with care.
- Challenge
Patients write more about waiting, registration and communication than treatment, and those reviews scatter across sites.
- Recurring theme
Reception, long waits and unclear information keep coming up at the same sites.
- With Fidkeep
The patient experience team sees themes by site and publishes careful replies free of personal details.
What reviews mean in this industry
In healthcare, reviews usually describe the process more than the medical outcome: how patients were received, how long they waited past their appointment, how results were explained. New patients read those reviews before choosing where to go.
Replying takes care. A rushed response can reveal personal or medical details, while an unanswered complaint reads as indifference. So reviews often go unanswered.
What customers write about most
- Reception and registration
How patients are greeted, directed and registered.
- Waiting times
Waiting well past the appointment time is what patients mention most.
- Communication
How clearly doctors and staff explain the process, results and next steps.
Which topics does Fidkeep track in this industry?
A star rating tells you how happy customers are; topics tell you why.
Fidkeep sorts every review in this industry into the topics below and marks, for each topic, whether the customer spoke positively, neutrally or negatively. If one review praises one topic and complains about another, you see both. Filter by topic and sentiment, and when a negative review lands on a topic that matters, Smart Rules email the right person.
Topics in this industry6
- Reception / Welcome
- Information / Communication
- Service / Staff
- Results / Workmanship
- Appointments / Waiting
- Cleanliness / Hygiene
Example in the app
- Reception / Welcomepositive
- Information / Communicationneutral
- Service / Staffnegative
How teams work with Fidkeep
Careful, safe replies
AI drafts a respectful reply. Before publishing, the team checks it holds no personal or medical details.
Nothing goes out unreviewed
Keep auto-publishing off for health sites so every reply passes team approval.
The right team per site
On higher plans, assign team members to each site so people who know it are the ones replying.
What to watch in the monthly report
- Waiting trend
See which sites and months drew more waiting complaints.
- Communication gaps
Compare reviews about unclear information across sites.
- Praise for kindness
See where patients mention courtesy and attention.
Frequently asked questions
Clear answers on product, data and billing.
Which review topics does Fidkeep track for hospitals and health centers?+
Fidkeep sorts reviews in this industry into these topics: Reception / Welcome, Information / Communication, Service / Staff, Results / Workmanship, Appointments / Waiting, and Cleanliness / Hygiene. For each topic it marks separately whether the customer spoke positively, neutrally or negatively.
Do I choose the topics?+
No. Fidkeep identifies your industry from your location's Google category and uses that industry's topics.
Can one review cover more than one topic?+
Yes. Each topic gets its own sentiment, so if a review praises one topic and complains about another, you see both.
Are my older reviews tagged too?+
Yes. When you connect a location, past reviews are tagged in the background. Older reviews don't trigger Smart Rules notifications.
What should hospitals and health centers watch in the monthly report?+
Waiting trend: See which sites and months drew more waiting complaints. Communication gaps: Compare reviews about unclear information across sites. Praise for kindness: See where patients mention courtesy and attention.