Patient CSAT Surveys via WhatsApp

One question, on a 1-to-5 scale, sent to every discharged patient over WhatsApp — no app, no score filtering on who gets asked. Here's the actual message and what the hospital gets back.

Example: what the patient sees

The review invitation doesn't arrive in this same exchange. It's sent 2 hours later, as a separate message, identical for every score from 1 to 5 — asking about the visit and asking for a public review are kept apart on purpose (see our piece on getting reviews without filtering). A score of 1 or 2 instead opens a grievance alert in place of the thank-you message.

Example: the monthly summary a hospital receives

CareLoop monthly summary for Apex Hospital - August 2026.
Discharges: 412
287 replies from 412 sent (69.7%), average 4.2 of 5
19 raised, 16 resolved. 287 review invitations sent.

Reply REPORT LAST for the full breakdown.

That's the entire message — five composed lines, sent to the hospital owner and the grievance number, not a dashboard. Anyone can reply REPORT (this month so far) or REPORT LAST (the month just summarised) any time for the full breakdown: score distribution, grievance acknowledgement and resolution times, top complaint categories, and department-level scores. Departments with fewer than 10 responses that month are left out of the breakdown rather than shown with a misleading small-sample average.

Does patient feedback count for anything official?

In public hospitals, it does. Kayakalp, the government’s award for clean and well-run public health facilities, added “15% Weightage to ‘Mera Aspataal’ Score” in 2024, per the revised Kayakalp scheme (NHSRC, 2024). Mera Aspataal is the government’s own patient-feedback system. Private hospitals aren’t scored this way, but the direction is clear: patient feedback is becoming part of how quality is judged, which is a good reason to collect it from every discharged patient, not just the ones who volunteer it.

How it works

1. 4 hours after discharge (configurable), a WhatsApp message asks the patient to reply with a number from 1 to 5.
2. A score of 3, 4, or 5 gets a short thank-you message. A score of 1 or 2 opens a grievance instead — an apology, then a category prompt.
3. No reply within 24 hours is logged as no-response; no further message is sent.
4. 2 hours after the CSAT reply, every respondent — any score, 1 through 5 — gets the identical Google/Practo review invitation, sent by a separate step so asking "what went wrong?" and "please review us" never land in the same breath.
5. On the 1st of the month, a five-line summary goes to the owner and grievance number; REPORT or REPORT LAST pulls the full breakdown any time.

What this doesn't include

This is a single-question CSAT tool, not an NPS tracker or a multi-question survey builder — see our CSAT vs NPS tools comparison if you specifically want NPS tracked over time. There's no live trend-line dashboard; the monthly summary and the on-demand REPORT command are the primary way to see the numbers, and historical comparison means keeping past summaries rather than clicking through a chart.

Frequently asked questions