Feedback and Reviews FAQ Follow

 

This article explains our Feedback and Reviews solution. You can click one of the links below to jump straight to a particular section or simply scroll down manually to see each section sequentially. 

 

What is Feedback and Reviews?

Feedback and Reviews 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 and Reviews to start collecting feedback and Google reviews from your patients.

You’ll have easy access to insightful feedback reports – direct from Practice Admin.

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How does Feedback and Reviews 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 'Feedback  and Reviews' page under 'Bookings' in Practice Admin.

If you’re using Best Practice, Zedmed, 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 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 and Reviews settings, at the end of their survey we'll also prompt the patient to rate and review you on Google.

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What are the benefits of Feedback and Reviews?

With Feedback and Reviews 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 practice's 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 with shorter, easy-to-complete surveys sent instantly to all patients after their appointment, allowing them to complete it when and where it’s convenient for them.
  • Receive more positive feedback to share with your team.
  • Retain 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 an easy-to-use dashboard under the 'Bookings' section in Practice Admin.
  • Attract more new patients to your practice by adding to your rating on Google.

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Where can I see the survey results / what does it look like?

All of your results are available via the 'Feedback and Reviews' page in the 'Bookings' section in Practice Admin. At a quick glance, you can easily see your current Word of Mouth Score and all of your individual survey responses.

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I would like to send patient surveys, how do I get Feedback and Reviews?

To opt your practice into Feedback and Reviews, simply login into your Practice Admin account, navigate to Bookings > Feedback and Reviews, and click the 'Activate Feedback and Reviews' 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 and Reviews will automatically send surveys to only those patients who have booked via Healthengine.   

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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. The second question changes depending on how positively they responded to the first question (NPS rating).

The more patients that complete the survey, the better 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 Patient Connect Profile.

 

Question 1

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

 

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Question 2

If Question 1 answered with a 9 or 10, the following question appears:
How would you describe <Practice Name> to a friend?

Question-2-Comment-Promoter.png

 

If Question 1 answered 0 - 8, the following question appears:
What could we do better? Your feedback will help us to improve.

Question-2-Comment-Passive-Detractor.png

 

Question 3

Would you recommend others to this practice?
Thumbs down image                    Thumbs up image
No                                                Yes

Question-3-Thumbs-Up-Thumbs-Down.png

 

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.

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What is the Word Of Mouth Score and how is it calculated?

The Word of Mouth Score allows you to 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 that your existing patients want to stay.

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The score is just the start, though. The additional detail your patients provide in their survey responses will highlight what they do and don’t like, and what changes you can make to keep improving.

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The Word of Mouth Score is also known as a Net Promoter Score (NPS), 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) to others and is calculated by subtracting the % of patients who scored you 0-6 (detractors), from the % of patients who scored you 9-10 (promoters). Patients who scored you 7-8 (passives) have no impact on the score. 

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 and thus no longer contribute to your score. The benefit of this is that your score will always reflect your current patient experience and thus should improve as you implement positive changes in your practice. 

The rating that displays on your practice's Patient Connect Profile is based on the ratings provided by your patients within the last 12 months who have said that they would recommend your practice to others, which is based on question 3 (as below). As your profile rating is based on the feedback received in the last 12 months, it may vary day-to-day based on the ratings given within that 12 month timeframe. It should also be noted that this question is optional on the survey, so not every feedback response will impact your profile rating. 

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Why is my Word of Mouth Score different to my profile rating?

The Word of Mouth Score and profile ratings are calculated differently and are based on different questions within the feedback survey. 

The Word of Mouth Score is based on the first question which is an NPS-style question. This question has patients rate how likely they are to recommend your practice to others on a scale of 0-10 (Not at all likely to Extremely likely). To calculate the NPS or Word of Mouth Score, the percentage of responses with a score of 9 or 10 (promoters) is subtracted from the percentage of responses with a score of 0-6 (detractors). 

NPS = % promoters - % detractors

Conversely, the profile rating is based on the third question which is a Yes/No-style question asking patients whether they would recommend your practice to others. Note that this is an optional question on the survey form, so even if a patient has given a score of 0-10 for the first question, they may not have given a response to this third question. The rating is then calculated by taking the percentage of 'Yes' responses from the total number of responses. E.g. if you had 250 total responses in the past 12 months and 230 of those were 'Yes' responses, your profile rating would be 92%. Note that this only includes responses received in the past 12 months, so the rating can change day-to-day even if you haven't received any new survey responses. 

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How is my profile rating calculated?

The profile rating is based on the third question in the survey which is a Yes/No-style question that asks patients whether they would recommend your practice to others.

Note that this is an optional question on the survey form, so even if a patient has given a score of 0-10 for the first question, they may not have given a response to this third question.

The rating is then calculated by taking the percentage of 'Yes' responses from the total number of responses. E.g. if you had 250 total responses in the past 12 months and 230 of those were 'Yes' responses, your profile rating would be 92%.

Note that this only includes responses received in the past 12 months, so the rating can change day-to-day even if you haven't received any new survey responses. 

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Why hasn't my profile rating changed after I've received survey responses from my patients?

This can happen if the patient did not complete the final question on the survey which is used to calculate your profile rating. Only the very first question on the survey (of three total questions) is required to submit the survey form. 

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Why has my profile rating changed when I haven't received any new survey responses from my patients?

Since the profile rating is calculated based on survey responses received during the last 12 months only, your profile rating can change without having received any new survey responses if previous responses become older than 12 months. 

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How do we hide our rating from showing on our profile?

Enabling ratings on your Healthengine Practice Profile will allow patients to see how existing patients have rated your practice over the last 12 months. You can choose to enable or disable this in your practice admin portal under Connections> Patient Connect Profile> Ratings, by clicking the 'Display my rating on Healthengine' button. 

 

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How do I set up 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 and 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.

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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 and Reviews 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.

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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 1-2 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.

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What will the email look like?

See an example of the Feedback and Reviews email below.

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What options do my patients have?

Patients can choose to remain anonymous (using the checkbox at the end of the survey form - pictured below) and can unsubscribe from receiving any future feedback surveys via the unsubscribe link in their survey email.

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Where can I see the survey results?

All of your results are available via the 'Feedback and Reviews' page under 'Bookings' in Practice Admin. At a 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, note that any ratings/reviews generated on Google will NOT be visible in the Feedback and Reviews dashboard. You will need to log in to your Google My Business account to see these. 

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How do you get the contact details of my patients?

With your consent, Feedback and Reviews 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.

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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 responses anonymous.

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