What is Feedback?
Feedback is a patient survey and feedback management tool that helps you keep your finger on the pulse of your patient experience. It's a free product, all you need to do is activate Feedback to start collecting feedback and Google reviews from your patients.
You’ll have easy access to insightful feedback reports – direct from Practice Admin.
How does Feedback work?
After their appointment, your patients are sent a quick 3-question survey via email or SMS. All of the feedback received, including your practice’s Word of Mouth score, is easily accessible via the new Feedback tab, under 'Bookings' in Practice Admin.
If you’re using Best Practice, ZedmMed, or PracSoft practice management systems (PMS), the surveys will be automatically sent to ALL of your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only.
Please note that patients will only receive a maximum of one feedback request per 90 day period, i.e. if a patient receives a feedback request after their appointment, they won't see another one until 90 days have passed, even if they have multiple appointments during this time. This is to ensure that they aren't having to repeat the same feedback over and over.
If you've chosen to provide your Google Business Review URL in your Feedback Settings, at the end of their survey we'll also prompt the patient to rate and review you on Google.
What are the benefits of Feedback?
With Feedback you can get right to the heart of your patient experience by receiving more of the feedback that really matters, and from more of your patients.
- Discover and keep track of your practices Word of Mouth Score, to instantly assess both the quality of your patient experience, and the likelihood that you have positive word of mouth.
- Get more feedback than you’ve ever received before by having shorter, easier to complete surveys sent to all patients instantly after their appointment, to complete when and where it’s convenient for them.
- Receive more positive feedback to share with your team.
- Hold onto more patients and prevent unwanted word of mouth by quickly reaching out to patients that have left negative feedback
- See all of your results in a new, easy to use dashboard under the 'Bookings' tab in Practice Admin.
- Help to bring more new patients into your practice by adding to your rating on Google
Where can I see the survey results / what does it look like?
All of your results are available via the Feedback and Reviews area in the 'Bookings' tab in Practice Admin. At a quick glance you can easily see your current Word of Mouth Score, and all of your individual survey responses.
I would like to send patient surveys, how do I get Feedback?
To opt your practice into Feedback, simply login into your Practice Admin account, navigate to Bookings > Feedback and Reviews, and click the 'Activate Feedback' button.
Practices using Best Practice, Zedmed, or PracSoft practice management systems (PMS) will then be directed to the Preferences page where they can select which appointment books to send feedback surveys for. If you’re using a different PMS, Feedback will automatically configure to send surveys to only those patients who have booked via HealthEngine.
What is the Word Of Mouth Score?
With your Word of Mouth Score, you can quickly and easily keep track of whether your practice is providing an experience worth recommending – one that will keep bringing in new patients, and ensures your existing patients want to stay.
The score is just the start though. The additional detail your patients provide in the surveys will highlight what they do and don’t like, and what changes you can make to keep improving.
The Word of Mouth Score is also known as a Net Promoter Score, a globally recognised metric for measuring customer experience, loyalty, and predicting growth. Your score is based on patient responses to the question asking them how likely they would be to recommend your practice (on a scale of 0 to 10), and is calculated by subtracting the % of patients who scored you 0-6 (detractors), from the % of patients who scored you 9-10 (promoters).
Each individual patient response will only contribute to your overall Word of Mouth Score for a period of 12 months. This means you may see changes to your Word of Mouth Score as older responses pass that time limit.
The rating that displays on your practice profile is based on the ratings provided by your patients within the last 12 months, and have said that they would recommend your practice, which is based on question 3 (as below). As the rating on your profile is based on the feedback received in the last 12 months, your rating may vary day-to-day based on the rating given within that 12 month timeframe.
How do I set up add the Google Reviews prompt?
Simply log in to your HealthEngine Practice Admin and click on Bookings > Feedback and Reviews > Preferences. Here, you can add your Google Business review URL (web address) as directed, which once saved will ensure your patients see the added prompt to rate & review you on Google at the end of their Feedback survey. Clicking on this link will take them directly to your ratings form on Google.
If you're not sure what your Google Business review URL is, click here to find out how to create one from your Google My Business account. As an example of what a typical Google Review URL looks like, HealthEngine's own link is https://g.page/healthengine/review?rc.
For any practices requesting reviews on Google, we'd encourage you to refer to the guidelines and information below.
Be aware of your obligations under the National Law and refer to the AHPRA Guidelines for Advertising a Regulated Health Service to support your compliance with these obligations.
If you are a GP, make sure that you are familiar with the RACGP Guidelines on responding to online reviews.
Remember that reviews about the clinical aspects of a regulated health service are considered testimonials and must not be used by you to promote services, such as having the review appear on your practice website or social media.
To assist you in managing your reviews on Google, refer to the Google My Business Help Centre.
Who will see the prompt to rate/review us on Google?
If your practice chooses to activate this feature by saving your Google Business review URL into your Feedback settings, the prompt will display to every patient that completes your standard Feedback survey, at the end of that survey, regardless of how they responded to any earlier questions.
What does the survey look like and what questions does it ask?
The survey is designed to be as quick and easy as possible for patients to complete, to encourage a high response rate while still capturing the most important feedback about their experience.
Your patients are asked 3 simple but important questions; with the 2nd question changing depending on how positively they responded to the first.
The more patients that complete the survey, the better the understanding you’ll have of your Word of Mouth score, and the deeper the insights you’ll capture to help your practice continue to improve. The last question (question 3) also contributes to the rating you receive on your HealthEngine Professional Profile.
Based on your appointment today, how likely are you to recommend us to a friend, family member of colleague?
0 (Not at all likely) to 10 (Extremely likely) scale
If Question 1 answered 9 - 10, the following question appears:
How would you describe <Practice Name> to a friend?
If Question 1 answered 0 - 8, the following question appears:
What could we do better? Your feedback will help us improve.
Just to confirm, would you recommend others to this practice?
Thumbs down image Thumbs up image
Question 4 (Submission confirmation page)
(Only if a Google Review URL has been provided)
Please take a moment to leave a public rating or comment on Google.
Who sends the emails or SMS?
HealthEngine sends the emails or SMS on your practice’s behalf. All communications are branded to appear as though they come directly from your practice. Patients will receive the communications between 1 and 2 hours after their scheduled appointment time.
If you’re a practice using Best Practice, PracSoft, or Zedmed practice management systems (PMS), the surveys will be automatically sent to all your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.
What will the email look like?
See an example of the Feedback email below.
What options do my patients have?
Patients can choose to remain anonymous, and can unsubscribe from receiving any future Feedback surveys.
Where can I see the survey results?
All of your results are available via the Feedback and Reviews tab under 'Bookings' in Practice Admin. At a quick glance you can easily see your current Word of Mouth Score, and all of your individual survey responses.
If you've turned on the Google Reviews prompt, any subsequent ratings and reviews generated on Google will not be visible in the Feedback dashboard.
How do you get the contact details of my patients?
With your consent, Feedback will securely fetch the first and last name, mobile number and email address of your patients through your Practice Management Software.
If you’re using Best Practice, PracSoft, or Zedmed, the surveys will automatically be sent to all of your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent only to patients who have booked via HealthEngine.
Will my patient data remain secure and private?
HealthEngine’s standard data security and privacy policies apply. We only fetch the first and last name, mobile number and email address of your patients for the sole purpose of sending them your Feedback survey. No other identifying information or medical information is sought in this process. All information is transmitted securely to HealthEngine, and no information is ever passed on to a third-party. Patients can also choose to keep their survey response anonymous.