Technical Level: Easy

Once survey has been enabled, the SMS survey settings will become visible on the Settings page. These settings are not visible if/when survey is disabled. We'll go through and explore some of these settings individually below.


Settings Page:

Patient Communication > Post-Discharge SMS Surveys 

Walk-in Survey - even though survey has been enabled globally, you have the ability to enable survey independently for walk-in vs online patients. Checking the box here enables survey for those patients who register via the kiosk.

Walk-in Survey Opt-In Default - if this box is checked, the "Send survey text after the visit" checkbox will be checked by default, and then the walk-in patient has the ability to opt OUT of the survey. If the box is unchecked, the survey checkbox is unchecked by default and the walk-in patient has the ability to opt IN to the survey.

Online / Staff-add Survey - even though survey has been enabled globally, you have the ability to enable survey independently for walk-in vs online patients. Checking the box here enables survey for those patients who schedule online or who are scheduled by staff via the "Add Scheduled Patient" button on the Patient Queue.

Online Survey Opt-in Default -  if this box is checked, the "Send survey text after the visit" checkbox will be checked by default, and then the online patient has the ability to opt OUT of the survey. If the box is unchecked, the survey checkbox is unchecked by default and the online patient has the ability to opt IN to the survey.

Staff-Added Survey Opt-in Default - if this box is checked, the "Send survey text after the visit" checkbox will be checked by default, and then the staff member has the ability to opt OUT of the survey. If the box is unchecked, the survey checkbox is unchecked by default and the staff member has the ability to opt IN to the survey.

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Send Survey Trigger (in minutes) - the number of minutes after discharge when the survey will be sent (default is 60 minutes; setting value to '0' will send the survey text immediately upon discharge)

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Send Notifications - when these are enabled, an e-mail will be sent to a clinical representative if/when a reply is received that meets certain criteria. For example, a clinic manager might want to be notified when low survey scores occur, so that they can immediately reach out to the patient to resolve their issue. Checking the box will prompt you to enter one or more email addresses that should receive the notification. These should be comma-separated.

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Low-Score Threshold andHigh-Score Threshold

These settings are inclusive of the number set. Thus, a high score threshold of "8" defines a high score of 8 and above, and a low score threshold of 4 defines a low score as 4 and below. The range left determines the middle score. So, with the above settings the middle score would be from 5 to 7.

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Survey Message - this is the survey message that is sent to the patient. It can be configured differently for each patient type (walk-in, online, staff-added) and  for each different queue. The default verbiage is:

How likely is it that you would recommend %{name} to a friend or colleague? Please reply with a number from 0 to 10. 10 is extremely likely. 0 is not at all likely.

Response Messages - based on the numerical or free-text response by the patient, they will receive one of these follow-up messages. You can use the Low Score Response to solicit additional feedback, and you can use the High Score Response to prompt the patient to leave a review on Google or Yelp, for example.