Patient feedback ticketing software for healthcare
Swell is the patient feedback ticketing platform for multi-location healthcare — it turns negative reviews, low NPS scores, and survey complaints into assigned, trackable, HIPAA-compliant tickets, routed to the right manager at the right location, every time.
SLA 2h · office manager
assigned · regional
closed in 4h
What is patient feedback ticketing software?
Patient feedback ticketing software turns negative reviews, low NPS scores, and survey complaints into assigned, trackable tickets so nothing slips. Swell is healthcare ticketing software built for DSOs, MSOs, and specialty groups like dermatology, orthodontics, and behavioral health. It folds ticketing into patient experience management for multi-location healthcare on one platform.
The Swell agent reads every review and every survey response, opens a ticket the moment a patient signals frustration, and routes it to the office manager or patient experience lead who owns the fix. Each ticket arrives with the full patient communication history, the original feedback, and a draft response ready to send.
opened from a 2★ Google review
How does automated ticket creation work for negative patient reviews?
A 1- or 2-star Google review lands. A patient marks a 3 on the post-visit NPS survey. Swell opens a ticket in seconds, attaches the review or survey response, tags the location and provider, and assigns it to the person who owns recovery at that clinic. Nothing waits on a screenshot in a Slack thread or a forwarded email. Every concern enters the same queue, with the same SLA — no matter which of your 5 or 500 locations it came from.
“Waited 40 minutes past my appointment.”
tagged Westgate · routed to office manager
What is the best patient complaint management software for multi-location healthcare?
A regional ops director sees which clinic is dragging on ticket close times this week. A CMO sees which complaints cluster around wait times versus billing versus a specific provider. A COO sees the rollup across every region. Swell's reporting cascades the way a multi-location group is actually organized — brand to region to clinic to provider.
That operating layer is why groups running on Swell average 4.92 stars across 12,000+ locations and respond to 5× more reviews than they did before. Less dashboard, more decision-making.
Complaint routing for DSOs and MSOs that actually matches your org chart
A negative review at one clinic shouldn't ping the whole company. Swell reads the review or survey, identifies the location and provider, and routes the ticket to the patient experience lead, office manager, or regional director who owns recovery at that site. Region to brand to clinic to provider, the way DSOs, MSOs, and consolidated specialty groups actually operate.
Swell connects to the systems healthcare groups already run on — Dentrix, Open Dental, Ortho2 Edge, athenahealth, eClinicalWorks, NexHealth, and 100+ more — so a ticket arrives with the patient context already attached.
Are AI-generated responses to negative patient reviews HIPAA compliant?
Yes. Swell drafts HIPAA-compliant review responses that never reference protected health information, acknowledge a visit, or confirm a patient relationship. The agent reads the review, drafts an empathetic, on-brand reply, and queues it for one-click approval. Negative review response management stays fast without putting the group at compliance risk.
As a Google review API partner, Swell delivers higher deliverability and faster review velocity, and every response routes through the same approval workflow your compliance team already trusts.
“Quick visit, the whole team was kind.”
Patient feedback ticketing features
Everything a multi-location group needs to catch, route, and resolve patient complaints at scale.
Automated ticket creation
Generate tickets from low review and NPS scores automatically. Never miss a patient concern again.
Direct response management
Respond to Google reviews and message patients through integrated communication tools.
Patient communication history
Access past communications, survey responses, and tickets in one centralized place.
Team collaboration
Assign tickets, attach documents and notes, and track outreach to keep everyone aligned.
Dashboards & reporting
Reporting that keeps teams on top of their work and helps leadership spot trends early.
HIPAA-compliant responses
Every response is crafted with medical and HIPAA-compliance best practices — never any PHI.
Healthcare complaint resolution software vs horizontal CX platforms
Generic helpdesk and CX tools were built for retail returns and SaaS support tickets. They don't understand a 1-star Google review tied to a specific provider, an NPS dip at one clinic out of forty, or a complaint that mentions a procedure you can't acknowledge in writing.
Swell is patient complaint resolution software built for multi-location healthcare — the agent reads every review and survey, the platform drafts HIPAA-compliant responses, routing follows your real region-to-clinic hierarchy, and every ticket carries the patient communication history your team needs to resolve it.
Swell — built for multi-location healthcare
- ✓Understands a 1★ review tied to a specific provider
- ✓Routing follows your region-to-clinic hierarchy
- ✓HIPAA-compliant drafts that never reference PHI
- ✓Every ticket carries patient communication history
- ✓Built for healthcare, not a retrofitted helpdesk
Generalist review / survey tools
- ✕Built for retail returns and SaaS support
- ✕Flat routing, no location/provider awareness
- ✕No HIPAA-safe response drafting
- ✕Tickets lack patient and clinical context
- ✕Generic CX with healthcare bolted on
Healthcare groups that trust Swell
Real results from multi-location groups running reputation and patient experience on Swell.
“The support that Swell offers was more than others could offer. NPS data has been incredible to have, and review volume has increased tremendously.”
One platform. The entire practice experience.
One AI agent and one data layer across reputation, patient experience, and employee experience — so a survey complaint, a Google review, and a staffing issue at the same location all connect.
Online Reputation Management
AI-powered review generation and response for MSOs, DSOs, and consolidated healthcare groups. The agent reads every review and drafts on-brand, HIPAA-compliant responses for one-click approval.
Learn more →Patient Experience Insights
Surveys after every visit. Open-ended comments cluster by location and provider, so operational issues surface before they show up in your ratings.
Learn more →Employee Experience Insights
Anonymous pulse surveys that detect retention risk by location, department, and role — early enough to act, before it hits Glassdoor.
Learn more →Tickets arrive with the patient context already attached
Swell connects to the systems healthcare groups already run on, so every ticket carries the PMS history your team needs to resolve it.
Patient feedback ticketing FAQ
What is patient feedback ticketing software?
How do healthcare groups handle negative patient reviews at scale?
What does complaint resolution software do for a multi-location healthcare group?
Can patient feedback ticketing route complaints to the right location manager?
Is Swell HIPAA compliant?
See Swell in action
Get a tailored walkthrough of how Swell turns negative reviews and low NPS scores into routed, resolved tickets across your locations — with HIPAA-compliant responses your compliance team will sign off on.
Request a Demo →