Feedback & Improvement System

Part of the Anaya Care Handbook — the source of truth for how the product must behave. When the product needs to change, change this document first, then make the system match it.

Implementation status — this module is specified but not yet built. Every rule below is 🚧 Spec only until the feature ships and this page is audited against the code. Legend: ✅ In code · ⚠️ Partial · 🚧 Spec only (not yet built).

What this covers

This page governs the platform's two distinct feedback streams. Care Quality Feedback stays inside the agency: representatives rate the care their client receives, care managers rate care providers, care providers self-assess, and people leave feedback on individual shifts, care plans, and outside service providers — all of it visible to the agency's care managers and admins. Platform Feedback flows the other way, to Anaya: usability feedback, feature requests, bug reports, Net Promoter Score (NPS), and broader subscriber feedback, all visible to Anaya's product team and not to the agency.

Peer skills, star ratings of care providers, and feature requests already have a home on Skills, Ratings & Feature Requests; this page sets the wider feedback framework and cross-links there. Care-provider scores also feed Performance Evaluation.

Key terms

• Care Quality Feedback — feedback about the care delivered, kept within the agency and visible to its care managers and admins.
• Platform Feedback — feedback about the Anaya product itself, routed to Anaya's product team and not shown to the agency.
• Representative rating — a representative's rating of the care their client receives.
• Care-manager rating — a care manager's rating of a care provider's work.
• Self-assessment — a care provider's own structured rating of their performance.
• Shift feedback — feedback left against a single completed shift.
• Care-plan feedback — feedback left against a client's care plan.
• Service-provider rating — a rating of an outside service provider booked through the platform.
• Usability feedback — a user's comment on how easy or hard the platform is to use.
• Feature request — a product idea submitted for the platform team to triage (see Skills, Ratings & Feature Requests).
• Bug report — a report that something in the platform is broken or behaving wrongly.
• NPS — the Net Promoter Score survey that asks how likely a user is to recommend the platform.
• Subscriber feedback — feedback an agency gives Anaya about the service overall.

How it works

Two streams, two audiences

Every piece of feedback belongs to exactly one of two streams, and the stream decides who can see it. Care Quality Feedback is about the care a client receives and never leaves the agency: a representative rates the care, a care manager rates a care provider, a care provider self-assesses, and any of them can leave feedback against a specific shift, a care plan, or an outside service provider. All of this is visible only to the agency's care managers and admins — and a care provider can always see their own ratings.

Platform Feedback is about the Anaya product and is routed to Anaya's product team: usability feedback, feature requests, bug reports, the NPS survey, and subscriber feedback. The agency cannot see another agency's platform feedback or the product team's handling of it.

Care Quality Feedback

Care Quality Feedback is scoped to one agency and one client (or one care provider, shift, care plan, or service provider within that agency). It is collected through the normal app experience — for example a rating prompt after a shift or a service-provider booking — and the resulting scores feed Performance Evaluation for care providers. Care managers and admins review it; care providers can see the ratings about themselves but not feedback about other care providers.

Platform Feedback

Platform Feedback leaves the agency and reaches Anaya's product team. Feature requests follow the triage pipeline described on Skills, Ratings & Feature Requests; usability feedback, bug reports, the NPS survey, and subscriber feedback are collected here for the product team to read and act on. The submitting agency cannot see the product team's internal handling, and one agency never sees another agency's platform feedback.

Rules

1. FB-1 — Every piece of feedback must belong to exactly one stream: Care Quality Feedback (about the care) or Platform Feedback (about the platform). The stream determines who can see it. (🚧 Spec only)
2. FB-2 — Care Quality Feedback covers representative ratings, care-manager ratings, care-provider self-assessments, shift feedback, care-plan feedback, and service-provider ratings. (🚧 Spec only)
3. FB-3 — Every piece of Care Quality Feedback belongs to exactly one agency. Users of one agency can never see another agency's care quality feedback. (🚧 Spec only)
4. FB-4 — Care Quality Feedback must be visible to the agency's care managers and admins. (🚧 Spec only)
5. FB-5 — A care provider must be able to view the ratings about themselves, and must not be able to view feedback about other care providers. (🚧 Spec only)
6. FB-6 — Care-provider scores from Care Quality Feedback must feed Performance Evaluation. (🚧 Spec only)
7. FB-7 — Platform Feedback covers usability feedback, feature requests, bug reports, the NPS survey, and subscriber feedback. (🚧 Spec only)
8. FB-8 — Platform Feedback must be routed to Anaya's product team and must not be visible to the submitting agency's view of the product team's handling, nor to any other agency. (🚧 Spec only)
9. FB-9 — Feature requests submitted as Platform Feedback follow the triage pipeline and visibility rules on Skills, Ratings & Feature Requests; submitters see their own submissions but never the triage status or the product team's internal notes. (🚧 Spec only)
10. FB-10 — A representative can only leave Care Quality Feedback about their own client's care; a care manager can rate care providers within their own agency; a care provider can only self-assess and rate service providers within scope. (🚧 Spec only)

Who can do what

Decisions needed

• Where is the boundary between this page and the existing ratings page? Peer skills, the 0–5 star rating of care providers, and the feature-request triage pipeline already live on Skills, Ratings & Feature Requests. This page adds the wider Care Quality and Platform Feedback framework around them. Options: keep care-provider star ratings and feature requests defined there and treat this page as the umbrella that references them; consolidate everything onto one page; or split feature requests off entirely. Until this is settled, FB-6 and FB-9 deliberately point back to that page rather than redefining its rules.
• Should every Care Quality Feedback type be scored on the same scale? The PRD lists six feedback types but does not say whether representative ratings, care-manager ratings, and self-assessments share the 0–5 star scale or use their own forms. Options: one shared star scale; per-type forms; a mix of stars plus free text.
• Which feedback types are mandatory prompts and which are optional? The PRD does not say whether, for example, a post-shift rating is required or skippable. Options: prompt but allow skip; require certain types (e.g. service-provider rating after a booking); make all feedback voluntary.
• Does Platform Feedback notify anyone at the agency when acted on? The PRD routes platform feedback to Anaya's product team but is silent on closing the loop with the submitter. Options: acknowledge receipt only; notify on status change; keep platform feedback one-way like feature requests today.
• How is NPS surfaced and how often? The PRD names NPS as a platform feedback type but does not set cadence or audience. Options: periodic survey to all roles; subscriber-admin-only survey; on-demand only.