Overview of Patient Surveys

When a patient who opted in for SMS communication is marked as “discharged”, they will receive the following text survey:

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 a google review. 

"Thank you for your feedback. Want to share a Google review?


Survey Interval:
  • The feedback survey stays open for six hours, based on the time from when the patient is discharged, rather than just one hour.
  • We expect this change to increase the sample size.
  • Previously, many patients didn't complete the survey within an hour. Previously, we did not have any limit. However, this created a problem where a patient who have an open survey from a previous visit, and when they texted a curbside code for a new visit (potentially days, months or even years later), FeedbackBot would think the patient was responding to a 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 is closed.
  • Now the survey tells them that they have six hours to complete the survey.
  • Additionally, 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 test "Please share with us any comments you have:" In other words, once the patient has sent the google 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.Screen Recording 2020-06-02 at AM

Step 2: Select a date range, then click on the "Submit" button.


Screen Recording 2020-06-02 at AM

The patient feedback report includes complete and partial responses, but not incomplete responses.


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