Introduction
The Surgery Assist Lite report provides your practice with insights into how patients are interacting with your Digital Assistant. With our latest update, we have streamlined the dashboard into two tabs Summary and Feedback giving you clearer visibility into daily conversation trends, peak usage times, and overall patient sentiment
Use this guide to understand the key metrics and charts available to help you monitor and optimise your patient communication
Find our reports navigation guide here
Summary page
The Summary tab provides a high-level overview of your Digital Assistant's performance and conversation volume
What you can measure
Top KPI Tiles
Total Conversations: The overall number of chat sessions during your selected date range
Avg Response Time (Sec): The average time it takes for the Assistant to respond to a user
Resolution Rate %: The percentage of conversations successfully resolved by the assistant
Positive Feedback: A gauge chart showing the percentage of users who left positive ratings
Performance Charts
Daily Conversations: A vertical bar chart displaying the total number of conversations day-by-day, allowing you to easily spot volume trends
Conversations by Category: A horizontal bar chart that breaks down conversations by topic (e.g., General Information, Clinical Services, Pharmacy). This helps identify what patients are asking about most frequently
Conversations By Day and Hour: A detailed heatmap table breaking down conversation volume by the day of the week (Monday - Sunday) and specific hourly time blocks. This is highly useful for identifying peak usage times
Feedback Page
The Feedback tab allows you to dive deep into user sentiment and read specific comments left by patients
What you can measure
Top KPI Tile
Positive Feedback: The same gauge chart from the summary tab remains visible here for quick reference
Feedback Analysis Charts
Feedback Detail: A comprehensive table listing individual feedback entries. It includes the Date, the sentiment Tag (Positive or Negative), the categorised Comment type, the Full Comment left by the user, and the total No (number) of times that specific feedback occurred
Feedback Sentiment: A stacked bar chart showing the daily volume of Positive (green) versus Negative (red) feedback
Feedback Comment By Date: A stacked bar chart detailing the specific types of negative or positive comments received each day, color-coded by categories (e.g., "Confusing or hard to read," "Incorrect information," or "Other")
Enhance your reporting with Surgery Insights - a collection of dashboards combining NHS, Digital & Telephony data
Learn more here