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Version: 1.0.70

Brand Sentiment & NPS Dashboard

The Brand Sentiment & NPS dashboard brings together grievances, patient feedback and feedback-link activity into a single view of how patients feel about your organisation. It runs on live MetahOS data from the Grievance, PRM Feedback and Feedback modules.

Open it from the Hospital Marketing landing page, or directly at /aidashboard/hospital-marketing/brand-sentiment.

At a glance​

fa-bullhorn | Grievance module | Here is what happens at this step.
fa-comments | PRM feedback | Here is what happens at this step.
fa-paper-plane | Feedback links | We connect the records to the health ID.
fa-bar-chart | Grievance summary | Here is what happens at this step.
fa-pie-chart | Status & category | Here is what happens at this step.
fa-comment | Feedback by type | Here is what happens at this step.
fa-line-chart | 12-month trends | Here is what happens at this step.
fa-heartbeat | Brand sentiment & NPS | Here is what happens at this step.

Grievance summary​

Headline grievance metrics for the selected period:

  • Total grievances raised.
  • Resolved, Open and Escalated counts.
  • Resolution rate — resolved grievances as a percentage of the total.
  • Average resolution time — the mean hours from a grievance being raised to it being resolved or closed.

Grievance trend​

A 12-month trend of grievances raised versus resolved, so you can track whether your resolution throughput is keeping pace with incoming complaints.

Status & category breakdowns​

  • Status breakdown — grievances grouped by status for the selected period (Today / This Week / This Month / This Year).
  • Category breakdown — the top grievance categories, with anything uncategorised grouped under Uncategorised.

PRM feedback summary​

Pulls from the PRM Feedback module to show patient feedback by type for the current month:

  • Complaints, Queries and Suggestions counts.
  • Resolved count and resolution rate.
  • A 12-month trend broken down by feedback type.

Shows how many feedback links were sent this month and a 12-month trend of links sent, sourced from the Feedback module's send logs. This helps you correlate outreach volume with the sentiment signals above.

tip

A rising grievance trend with a falling resolution rate is an early warning. Pair this dashboard with the Patient Relations / Grievance workflows to action open and escalated items.