Patient reviews play a key role in shaping the reputation of a medical organization. Most people choose a clinic based on the experience of others, and search engines take into account the quantity and quality of reviews when ranking websites.

QR codes are a modern way of collecting feedback. They allow the patient to leave feedback immediately after the appointment, without any extra actions. However, when using such a tool, the clinic must take into account the legal norms: in Russia, the Federal Law «On Personal Data» (FZ-152) and the Federal Law «On Advertising» (FZ-38) are in force, in Kazakhstan - the Law of the Republic of Kazakhstan «On Personal Data and Their Protection» and the Law of the Republic of Kazakhstan «On Advertising». Let us consider how to properly organize the process.

Why QR code is the best tool for collecting reviews

  1. Patient comfort
    It is enough for the patient to point the smartphone camera at the QR code and immediately go to the review form. There is no need to search for the clinic's website or register.
  2. High conversion rate
    The easier it is to leave feedback, the more patients will agree to do so. A QR code increases the likelihood of getting a real response many times over.
  3. Placement at the right points
    The QR code can be placed at the front desk, in the doctor's office, on a receipt or in a patient handout. This increases coverage and convenience.
  4. Automation and analytics
    Using the SuperQR service, the clinic receives not only feedback, but also convenient reports: the number of responses, dynamics, distribution by ratings.
  5. Minimizing negative factors
    A patient, having received a convenient feedback channel, is more likely to leave a review here and now, rather than going to write a negative on third-party sites.

What is important to consider in terms of the law

Russia

Kazakhstan

How to implement feedback collection via QR code

  1. Determine the purpose of collecting feedback
    Decide what exactly you want to get: a general impression of the clinic, an assessment of the work of a particular doctor, an analysis of the quality of service, or feedback on new services. This will help you to compile the right form.
  2. Compose a simple feedback form
    • Use up to 3-5 questions so as not to overwhelm the patient;
    • include rating scales (e.g., 1 to 5) and 1-2 open-ended questions («What could be improved?»);
    • Avoid questions that require disclosure of medical confidentiality.
  3. Place QR codes at key points of contact
    • reception desk, waiting area, doctor's office, memos and business cards;
    • you can print QR codes on receipts or send the link to SMS after your visit.
  4. Add legal elements
    • check the box «I agree to the processing of personal data»;
    • the «leave feedback anonymously» option;
    • a link to the privacy policy.
  5. Automate the process
    Services like SuperQR allow you not only to collect reviews, but also to immediately upload reports: to see the dynamics, the percentage of satisfaction, the distribution of ratings by doctor and service.
  6. Ensure feedback is processed
    • Designate a responsible employee or department;
    • Respond promptly to negative feedback;
    • Use positive testimonials (with patient consent) to publish on the website.

Benefits for the clinic

  1. Growth in the number of real reviews
    The QR code makes the process as convenient as possible, so patients are more likely to share their impressions.
  2. Transparency and trust
    When a clinic openly collects and publishes reviews, it builds trust with patients and partners.
  3. Compliance with the law
    When set up properly, the QR code form allows you to collect only information that can be used without risk of breach.
  4. Quick feedback
    Feedback is received online - you can see the problem immediately and get it fixed promptly.
  5. Analytics and development
    Clinic management receives a tool for analysis: it is possible to evaluate the work of specific doctors, identify weak links in the service and improve business processes.
  6. Reducing the number of negative reviews on third-party sites
    A patient, having received a convenient internal feedback channel, is more likely to express dissatisfaction within the clinic, rather than in open reviews on third-party resources.

Typical mistakes

  1. Coercing the patient
    Asking for «Give only 5 stars» or promising bonuses for positive reviews violates advertising laws and reduces trust.
  2. Complex shapes
    Long questionnaires or requiring registration discourage patients - the result will be a low response rate.
  3. Ignoring negative feedback
    Trying to hide or delete disgruntled comments creates the risk of reputational problems. The right thing to do is to respond correctly and offer a solution.
  4. Publication of data without consent
    Using a patient's name or details of treatment without written consent is a direct breach of the Personal Data Act.
  5. Fake reviews
    Buying or writing «fake» reviews can not only lead to fines, but also loss of credibility if it comes to light.
  6. Lack of analysis
    It is pointless to collect feedback «just for the sake of ticking boxes». It is important to regularly analyze the data and implement real changes.

Bottom line

Collecting feedback via QR code - is a modern, convenient and legal way to establish feedback with the clinic's patients. This tool helps not only to increase the level of trust in the medical institution, but also provides a constant flow of up-to-date information about the quality of service and the work of the staff.

It's important to remember: the correct organization of the process should comply with the requirements of the legislation of Russia and Kazakhstan in the sphere of personal data and advertising of medical services. If set up correctly, the QR service allows the clinic to minimize risks, simplify work with reviews and use them for marketing purposes.

It is quick and comfortable for patients, and safe and effective for the clinic. As a result, everyone wins: patients feel that their opinion really matters, and the clinic gets a reliable tool for development and reputation building.