Patient waited 40 minutes. Nobody told them why. They gave you 2 stars on Google.
Same wait. But this time they got a message at minute 5: "Doctor is running 30 minutes behind. Would you like to wait or reschedule?" They chose to wait. Gave you 5 stars. The wait didn't change. The communication did.
Start freeWhy patients leave angry
It's not the wait itself. It's being left in the dark. Sitting in a chair with no idea if it'll be 5 minutes or 50 minutes. Nobody updating them. Nobody apologizing. They don't complain at the desk. They complain on Google. And every 1-star review costs you 10+ potential patients.
70%
of complaints are about communication, not care
1 star
review costs you 10+ potential patients
Zero
proactive updates going out to waiting patients
How Relaya improves the experience
Wait time updates sent automatically
Doctor running 20 minutes behind? Patients in the queue get a WhatsApp: "Your appointment will be delayed by approximately 20 minutes. We apologize." They know. They're calm.
Post-visit feedback collected within the hour
WhatsApp message 30 minutes after their visit: "How was your experience today?" Quick 1-5 rating. If they rate low, staff gets alerted to follow up before it hits Google.
Unhappy patients caught before they post
Patient rates 2/5? Your manager gets a notification immediately. Calls the patient within the hour. Most issues resolved before a public review ever gets written.
Happy patients guided to leave reviews
Patient rates 5/5? Follow-up message: "Would you mind leaving a review on Google? Here's the link." They do it while the experience is fresh. Your rating climbs.
+40
NPS point improvement average
80%
of complaints resolved before they go public
4.6+
average Google rating within 3 months
Patients don't hate waiting. They hate not knowing.
Keep them informed. Catch problems early. Watch your ratings rise.
Get started