First message:
"[NAME] Thank you for visiting [FACILITY]. Did we meet your expectations today?
You have 6 hours to complete this optional survey before it expires.
'Reply: "1" for Exceeded, "2" for Met, "3" for Did not meet"
The second message sent after the patient replies:
"How likely are you to recommend us to others?
Reply: "1" for Very Likely, "2" for Likely, "3" for Not likely"
The third message sent after a patient replies to the second message:
"Please share with us any comments you have:"
If a patient replies to the third message with a comment, they will be sent a link to leave an online review (Google, Yelp, etc.).
*Please note that the review link will not fire off unless a comment is received*
"Thank you for your feedback. Want to share a Google review?
Click here: [GOOGLE REVIEW LINK]
- The feedback survey stays open for six hours, rather than just one hour, based on the time from when the patient is discharged.
- We expect this change to increase the sample size.
- Previously, many patients did not complete the survey within an hour because we did not have any time limit. However, this created a problem where a patient who had an open survey from a previous visit would receive a texted curbside code for a new visit (potentially days, months, or even years later). Feedback Bot would then assume that the patient was responding to the survey.
- Additionally, we did not mention in the message that it closed in one hour. So they would respond the next morning and not realize that the survey was closed. Now the survey tells them they have six hours to complete it. If they respond after six hours, it tells them that the survey is closed.
- While the default is six hours, we can change the interval on a customer-by-customer basis.
- The discharge survey and feedback loop are completed when the patient responds with comments to the text "Please share with us any comments you have:" In other words, once the patient is sent the online review link, the feedback loop has been closed.
- If the patients answer just the Like scale questions, the survey is NOT complete
- The patient feedback survey will INCLUDE partially complete survey responses.
- The patient feedback survey will EXCLUDE surveys where the patient did not answer at least one question.
| Question Answered by Pt in < 6 hours? | Response Status | Include in Pt Feedback Report? |
| Prompt 1 no | Incomplete | no |
| Prompt 1 yes, but not Prompt 2 | Partially Complete | yes |
| Prompt 2, but not open response | Partially Complete | yes |
| Open Response | Complete | yes |
Below is an example of what the patient will see if they try to respond to the survey after 6 hours. Six hours start from when the patient is discharged.
How to view the patient feedback reports in ER Express:
Step 1: Navigate to the blue menu on the left-hand side of the screen. If the menu is collapsed (i.e. you only see icons, no menu headers) click on the “>” icon to expand the menu. Select “Reports” to display the submenu options, then choose a report type from the list. The tutorial steps below are specific to the "Patient Feedback" report.
Step 2: Select a date range, then click on the "Submit" button.
