Our ticketing system helps healthcare teams respond faster, stay organized, and deliver a better patient experience.
Patient experience teams in healthcare are often working under pressure — managing public reviews, responding to survey feedback, and resolving patient concerns — all while juggling spreadsheets, emails, and sticky notes. In this environment, critical patient issues can fall through the cracks, leading to patient dissatisfaction and attrition.
That's why we built a healthcare-specific ticketing system, designed from the ground up to streamline feedback response workflows and to keep teams focused on building patient trust and satisfaction.
Manage Everything in One Place
With Swell's ticketing, you can manage all of your major issue resolution activities and record all relevant context in a single place. On a ticket, you can:
- Respond directly to a Google review
- Message the patient directly
- Attach documents such as x-rays, emails, written communications, and more
- Record patient outreach activities that have been performed (e.g., left a voicemail, sent an email, etc.)
- Add notes and images
Swell also makes it easy to reference past feedback and messages with the patient. Without leaving ticketing, you can:
- View past messages, templates, and campaigns that have been sent to the patient
- Read previous reviews or survey results recorded by the patient
Visibility That Drives Accountability
One of the biggest challenges with email-based workflows is that there's no clear way to track what's been done, what's overdue, or who's responsible.
Swell's ticketing system provides real-time reporting on:
- How many tickets are opened and closed each week
- The average time it takes to resolve an issue
- Individual and location-based response metrics
This transparency helps teams stay on top of their work, and helps leadership spot trends before they become problems.
Automated, Intelligent Ticket Creation and Assignment
When a negative Google review is posted or a negative NPS score is recorded, Swell can automatically create a ticket with all of the needed context and information. Tickets can be automatically assigned to the responsible party for your organization (for example, a ticket could be assigned to a centralized patient experience team or to the office manager, depending on your workflow).
Automatic Contact Matching
One headache of using most ticketing systems is manually matching patient contact information from an EHR or PMS system to a review left on Google. Swell does the heavy lifting for you, matching patient contacts with online reviews and survey responses automatically.
Tailored for Healthcare Workflows
Unlike generic help desk tools, Swell's ticketing system was built specifically to accommodate healthcare workflows. It offers:
- Configurable ticket statuses to match your existing workflow
- Role-based access to protect PHI and ensure compliance
- Configurable ticket categories for your reporting needs
Swell's Ticketing System Closes the Loop Faster
Swell's ticketing system empowers organizations to track patient experience issues in one place, keeping responses timely, consistent, and documented. Internal collaboration happens directly in the ticket thread, instead of being scattered across inboxes and voicemails. The result? Fewer dropped balls. Faster resolution. And more patients feeling heard.
Ready to bring Order to the Chaos?
If your team is still managing patient feedback through spreadsheets, shared inboxes, or generic help desk solutions, now is the time to evolve. A smart ticketing system doesn't just make your life easier, it makes your response more consistent, measurable, and patient-centered.