Setting up your points rules
Glovora's points system gives patients a reason to keep coming back. Every time a patient makes a purchase, refers a friend, leaves a review, or visits the clinic, they accumulate points. Those points unlock rewards — discounts, free treatments, or gift vouchers — that you define in your rewards catalogue. This article covers the four earning methods, how to configure them, and what patients see on their Rewards screen.
The four ways patients earn points
1. Purchases — earning on spend
Every time a patient completes a purchase through the app, they earn points based on how much they spent. The earn rate is set in the CRM and expressed as a whole number: the number of points awarded per £1 spent.
On the patient's Rewards screen, the task card for this earning method reads:
[X] point(s) per £1 spent
For example, if you set a rate of 2, the card reads "2 points per £1 spent." If the rate is 1, it reads "1 point per £1 spent."
Points are awarded automatically after a successful checkout. The patient does not need to do anything beyond completing their purchase.
2. Refer a friend
When a patient refers a friend using their personal referral link, both the referrer and the new patient each earn points when the new patient successfully joins and signs up.
On the patient's Rewards screen, the task card reads:
Share your link — [X] pts each
For example, if referral points are set to 200, the card reads "Share your link — 200 pts each."
The referrer earns points when the referred patient completes their registration. Both accounts are credited automatically — no manual action is needed from the clinic.
This task can be enabled or disabled per clinic. If referrals are disabled, the task card does not appear on the patient's Rewards screen.
3. Google review
Patients can earn a one-off points bonus by leaving a review on your Google Business page. When they tap the task card, the app opens your Google My Business review URL directly. After returning to the app, the patient submits their claim through the app, which sends it to the CRM for your team to approve.
On the patient's Rewards screen, the task card reads:
Leave a Google review — [X] pts
For example, with the default setting of 60 points, the card reads "Leave a Google review — 60 pts."
This reward can only be earned once per patient — the system checks this both in the app and on the server, so a patient cannot earn review points multiple times by tapping the task repeatedly.
This task requires a Google My Business Review URL to be entered in the CRM. If the field is left blank and the task is enabled, patients who tap the task card will see an error. Always add your review URL before switching the task on.
4. Check-in — QR scan at the clinic
When a patient visits the clinic, they can scan a QR code displayed in reception using the Scan tab in the app. A successful scan awards them a fixed number of points and shows a confirmation sheet.
On the patient's Rewards screen, the task card reads:
Scan to earn
The success sheet that appears after a successful scan reads:
Check-in successful!
It displays the points just awarded and the patient's updated points balance. If the patient has already scanned within a recent period, the sheet instead reads "Already checked in" and explains that they were already checked in recently — preventing double-earning from repeated scans in the same session.
The check-in task only works if you have a QR code displayed in the clinic for patients to scan. Your clinic's QR code is generated automatically by Glovora. Make sure it is printed and displayed visibly in reception — on a desk stand, framed print, or digital screen. Patients cannot check in if there is no QR code to scan.
Welcome points
In addition to the four task-based earning methods above, new patients also receive a one-off points bonus when they first sign up. This is configured separately from the task earn rates and is covered in the Welcome Vouchers section of the CRM.
What patients see — the Rewards screen
The patient's Rewards screen (reached by tapping Rewards in the bottom navigation bar) is laid out as follows, from top to bottom:
Loyalty card A branded gradient card showing:
- The patient's current points balance as a large number
- Their membership tier name (for example, "Gold Member" or "Premium Membership")
- When applicable, a badge reading "[X] pts to next reward" — counting down to the nearest redeemable reward
Clinic Cash wallet card Directly below the loyalty card, a card showing the patient's [Clinic Name] Cash balance. Tapping it opens the full wallet screen.
"Rewards" section A grid of redeemable reward cards the patient can unlock with their points. Covered in the next article.
"Need more points?" section The four earning task cards listed above — purchase, referral, review, and check-in — appear here. Only enabled tasks are shown. Each card displays the task name, the subtitle with the earn rate or instructions, and a visual icon.
The points celebration screen
When a patient earns points, the app automatically plays a celebration animation. No configuration is needed to enable this — it appears every time points are awarded. The celebration screen shows:
- The number of points just earned (displayed prominently)
- A progress bar showing how close the patient is to their next reward
- Examples of rewards they are working towards unlocking
This screen is purely motivational — it requires no action from the patient and disappears automatically.
Configuring earn rates in the CRM
Earn rates are configured in the App Builder under the Points tab.
- Click App Builder in the left-hand menu under Tools.
- Click the Points tab (shown with a star icon).
- The page shows four configuration sections: Welcome Vouchers, Referral Rewards, Review Rewards, and General Settings.
- Make your changes to the relevant fields (see What each field means below).
- Click Save Settings at the bottom right of the page.
The button shows Saving… while your changes are being applied and returns to Save Settings when complete.
Changes to earn rates take effect immediately for all future point awards. Existing points balances are not affected — changing the purchase earn rate does not retroactively adjust points already earned by patients.
Enabling and disabling individual earning tasks
Each of the task types can be switched on or off independently. This lets you run the tasks that suit your clinic and hide ones you are not ready to use.
- Referral task — controlled by the Enable Referral Rewards switch in the Referral Rewards section.
- Google review task — controlled by the Enable Review Rewards switch in the Review Rewards section.
- Welcome points — controlled by the Enable Welcome Vouchers switch in the Welcome Vouchers section.
When a task type is disabled, the task card is removed from the patient's "Need more points?" section entirely. Patients who have already earned points through a task keep those points when the task is disabled.
The purchase earn rate and check-in points do not have an on/off switch — they are always active. To effectively disable purchase points, you would need to set the earn rate to 0, though this is not recommended as it removes a key engagement driver.
If you disable the Google review task after some patients have already earned review points, those patients keep their points. Disabling the task simply prevents future patients from earning review points — it does not reverse awards already made.
What each field means
Welcome Vouchers section
Enable Welcome Vouchers A switch that controls whether new patients receive a welcome voucher and welcome points when they first sign up. When switched off, new patients join without any starting credit or points bonus.
Welcome Points The number of points awarded to a patient when they first register. The default is 100 points. These are separate from the earn tasks and are credited automatically on signup.
Referral Rewards section
Enable Referral Rewards A switch that shows or hides the "Share your link" task card on the patient's Rewards screen. When switched off, the referral task is hidden and no referral points are awarded.
Referral reward type A dropdown with two options: Loyalty points or Account credit (money). Choosing Loyalty points awards the standard points amount to both referrer and new patient. Choosing Account credit awards wallet credit (in pence) instead of points.
Points awarded to referrer and referee The number of points each party receives when a successful referral is completed. The default is 200 points. Both the referrer and the newly joined patient receive this amount. (If Account credit is selected, this field changes to accept a credit amount in pence — for example, 500 equals £5.00.)
Review Rewards section
Enable Review Rewards A switch that shows or hides the "Leave a Google review" task card on the patient's Rewards screen. This must be switched on for review points to be awarded.
Points Per Review The number of points a patient receives for completing a verified Google review. The default is 60 points. This reward is one-time only per patient.
Google My Business Review URL
The direct link to your clinic's Google review page. Paste the URL in the format https://g.page/r/your-clinic/review. When a patient taps the review task, this is the URL the app opens. This field is required for the review task to work — leaving it blank while the task is enabled will cause an error for patients.
General Settings section
Points Earn Rate The number of points awarded per £1 a patient spends in the app. The default is 1 — meaning a patient who spends £50 earns 50 points. Setting this to 2 means the same £50 spend earns 100 points.
Points Expiry (days) The number of days after which unused points expire. The default is 365 days. Leave this field blank if you do not want points to expire. Points expiry is calculated from the date each individual point batch was earned, not from the patient's signup date.
Common mistakes
Setting a low earn rate without configuring any redeemable rewards. If the earn rate is 1 point per £1 and patients cannot see what their points are working towards, the points system feels meaningless. A patient who spends £200 over three visits has accumulated 200 points but has no visible goal. Before launching the programme, make sure the Rewards section is populated with at least two or three redeemable rewards so patients can see what they are saving for. The "[X] pts to next reward" badge on the loyalty card only appears when there is a configured reward to count down to.
Enabling the Google review task without adding a Google My Business Review URL. The review task card appears on the patient's Rewards screen as soon as Enable Review Rewards is switched on, regardless of whether the URL field has been filled in. If the URL is missing, patients who tap the task card will see an error and receive no points. Always paste your Google review URL into the Google My Business Review URL field before switching the review task on. To find your review URL, search for your clinic on Google Maps, click Share, then Copy link.
Expecting the check-in task to work without a physical QR code at the clinic. The check-in task shows on every patient's Rewards screen automatically — but it only works if the patient can scan a QR code at the clinic using the Scan tab. If there is no QR code on display in reception, patients will tap the Scan tab and find nothing to scan. Your clinic QR code is available from the QR settings in the CRM. Print it and display it where patients can easily find it — a desk stand in reception works well.
Using fractional or very large earn rates without testing the patient experience. The Points Earn Rate field accepts whole numbers only. Keeping the rate at 1 for a clinic where average treatment spend is £90 means patients accumulate points slowly and may disengage before reaching their first reward. Setting it very high without adjusting reward thresholds means patients hit rewards too quickly, reducing the motivational effect. Before going live, map out a realistic patient journey: average spend × earn rate over three to six visits, and check that it reaches at least one reward naturally within that window.