Google Review Collection Bot for diagnostic labs

What is included in the setup

• Post-visit review request flow
• Unhappy-customer catch before they post
• Review link with QR for the counter
• Monthly review growth report

What you need before the call

• The accounts the setup connects to (WhatsApp, Google or Meta)
• Your services, prices, timings and address
• Who receives alerts and reports
• Approval for the content the setup will send in your name

A normal day at a diagnostic lab with this setup

1. Patient completes sample collection or scan at the centre, or a phlebotomist finishes a home collection visit and marks it done in the LIMS or on the app.
2. Once the report status changes to 'delivered' (WhatsApp/SMS/email), the bot waits a set number of hours, then sends a short WhatsApp message asking how the experience was, from booking to report.
3. If the patient taps a low rating or replies with a complaint word (delay, wrong report, rude staff), the message routes straight to the site executive or lab manager's phone before any public review is asked for.
4. If the patient responds positively, the bot sends the Google review link with one line asking them to share the same feedback publicly.
5. The front desk keeps a printed QR code at the billing counter and at the sample collection point, so walk-in patients who don't want to wait for a message can scan and review immediately.
6. The counsellor or front desk staff glances at a daily WhatsApp summary listing how many requests went out, how many responded, and how many flagged a problem before it became a review.
7. At month-end, the owner or lab manager receives a one-page report showing new reviews, average rating movement, and common complaint themes (report delay, home collection timing, wait time).

Rules and platform limits it works within

TRAI/DLT for SMS: any SMS route (review request or reminder) must use a DLT-registered sender ID and approved template; the setup uses pre-approved templates so messages aren't blocked mid-flow.

WhatsApp Business policy: review requests go out only after the patient has an active service conversation (report delivery, booking confirmation) so they fall inside the 24-hour session window or an approved template message, avoiding account flags.

DPDP Act 2023: the bot only uses the phone number already collected for report delivery; no new data is gathered without consent, and patient health/report content is never included in the review request itself.

No diagnostic result, patient name, or test detail is ever mentioned in the WhatsApp message or the review link page.

What the leak costs: a worked illustration

Assume a mid-size diagnostic lab handles 60 patients a day across walk-in and home collection. If even 6 of them have a real complaint — a delayed report, a home collection visit that ran late, or a rude counter interaction — and none of it is caught before they post online, one bad Google review can sit for months and put off future patients who search before booking.

The setup fee is a one-time Rs 7,000, plus Rs 1,500 a month for the care plan. Catching even one of those 6 unhappy patients a day before they post, while turning satisfied patients into public reviews, is the trade-off this buys. This is an illustration, not a guarantee, and actual complaint volume will vary by lab.

Questions diagnostic lab owners ask

Our patients get their reports on WhatsApp already. Won't a review request feel like spam right after?

The bot waits a few hours after report delivery, not immediately, and sends one message only. If the patient shows any sign of dissatisfaction, the review ask never happens — that case goes to your team first.

We do a lot of home collection. Does the flow work the same way for that?

Yes. The trigger is report delivery, not just visit type, so home collection patients get the same feedback check as walk-ins. Complaints about the phlebotomist's timing or behaviour are caught here too, before they reach Google.

What happens to the unhappy patient after the bot flags them? Do you handle that too?

No, the setup only catches and routes the flag to your front desk or lab manager instantly. Resolving the complaint — reissuing a report, offering a redo, or an apology call — stays with your team, since that needs local judgement.

Customer: Got my thyroid report just now, no major issues I think Bot: Glad to hear that! Would you take 20 seconds to share your experience with us on Google? It really helps other patients find us. [one-tap link] Customer: Sure, done!