One number switches it on, an empty field switches it off
The clinic sets how many days after a completed surgery the question goes out. Leave the field empty and the feature is off. The email leaves at 09:00 in the clinic's own timezone; if the system is unavailable that morning, Viali catches up over the following seven days. No group of patients is silently skipped. Each patient is asked once per surgery, and the database enforces that — not a convention.
Three faces instead of a scale from one to ten
The clinic picks three to five aspects it wants feedback on. For each one the patient answers with an unhappy, a neutral or a happy face. It takes seconds on a phone, and there is nothing to install and nothing to log into. The questionnaire is available in ten languages. A patient who wants to be contacted can ask for it in the same step.
The alert deliberately carries less than the answer
When somebody answers with an unhappy face or asks to be contacted, Viali raises a task and notifies the people the clinic nominates. The alert itself names three things: the patient, the date of the surgery and the weakest aspect. It never carries the free-text comment or the other scores. Whoever follows up reads the full response in Viali, where access is controlled. This is how it is built, not a setting.
The task is for administrators, not for the whole clinic
A complaint may name a colleague. For that reason the task that follows a response stays private to administrators. It does not appear on the board the whole clinic sees. Whoever follows up does so with the full picture and without an audience.
The share of happy answers, not an average
The results are in Business → Feedback. The charts show the share of happy answers per aspect over time. With three levels an average hides the movement that matters: an aspect can look unchanged for months while happy answers tip into neutral ones. The share shows that immediately.
Optionally with an invitation to leave a Google review
The clinic can add a link to the questionnaire that invites the patient to leave a public review on Google. Every patient sees the link, whatever they answered.