Your patients won't complain publicly. That doesn't mean they're happy.

The silent churn problem. Patients who had a bad experience don't tell you. They tell their friends.

Here's what actually happens when a patient has a negative experience at a sexual health clinic. The nurse was a bit abrupt. The wait was 45 minutes with no explanation. The results communication was confusing. None of these are catastrophic. None of them are going to generate a Google review. But they matter.

That patient is not going to come back. They might tell one or two close friends “yeah I went there once, it was fine I guess but the staff were a bit cold.” And those friends will quietly put your clinic in the “probably not” category when they need a recommendation. 96% of unhappy customers never complain directly to the business. They just leave. And you never find out.

In a sensitive healthcare context, this is even more pronounced. The barrier to complaining publicly is high (privacy), so the only outlet is to never return and quietly tell trusted people. This dynamic can erode your patient base significantly over time while your public Google rating looks perfectly fine.

Spokk's private feedback channel is the fix. Not because it stops patients from having bad experiences (nothing does that except better service), but because it gives them somewhere to say something directly to you, privately, without any public exposure. And once you have that signal, you can act on it.

The private channel explained. What goes where and why.

Spokk collects private feedback from all patients regardless of their rating. Here's what happens next based on the rating.

The threshold that separates “offered a Google review path” from “feedback only” is configurable. You set it in your Spokk settings. The default is 4 stars and above.