Introduction
The Surgery Assist Report provides your practice with insights into how patients are interacting with your Digital Assistant. The dashboard is split into three tabs; Summary, Feedback and Links Opened. It gives you visibility into daily conversation trends, peak usage times, and overall patient sentiment
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 total conversations in the chat over the selected date range; this metric resets every time the chatbot is closed
Total Messages: The total amount of individual messages from both the chatbot and the patient across all conversations
Links Opened: The number of times the patient clicks a link sent from the digital assistant
Average Response Time (Sec): The average response time of the chatbot over the selected date range
Positive Feedback %: The number of times a patient selects the thumbs-up to answers as a percentage of total feedback
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, Mental Health, 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 and patient contact patterns
Feedback Page
The Feedback tab allows you to dive deep into user sentiment and read specific comments left by patients via the thumbs up/ thumbs down within the AI Digital Assistant
We would recommend that you review the feedback dashboard regularly to align with your clinical safety/ safeguarding processes
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 table listing individual feedback entries, it allows you to investigate individual negative sentiment comments and audit specific patient concerns
Feedback Sentiment: A stacked bar chart showing the daily volume of Positive (green) versus Negative (red) feedback, allowing you to measure sentiment fluctuations across time
Feedback Grouped Comment By Date: A stacked bar chart detailing the specific types of comments received each day, color-coded by categories (No Comment, Incorrect Information, Confusing or hard to read, Did not answer my question, or Other). This helps you identify recurring content gaps or confusing guidance that may need updating
Links Opened
This tab tracks how patients are interacting with the resources and links provided by the assistant.
What you can measure
Link Analysis Tables
Links Opened By Date: An audit table logging each link clicked day-by-day. It displays the Date, the exact deep-link Link Opened URL (e.g., specific callback request URLs, form submission tokens, or telephone URLs), and the total No (count) of clicks on that day with an inline visual bar. This allows you to audit specific triage routes and monitor daily self-service actions
Links Opened: A grouped summary table consolidating click volume by base endpoint. It lists the Link Opened Grouped URL alongside the total aggregate Number of clicks across the date range, with an inline visual bar and overall total. This helps you measure which digital destinations (such as online forms vs. phone callbacks) generate the highest overall engagement
Enhance your reporting with Surgery Insights - a collection of dashboards combining NHS, Digital & Telephony data
Learn more here