Survey Creation & Sending FAQ

Using the patient data file that is uploaded to the Performance Dashboard on a regular basis, invitations to participate in the survey are emailed or via sms text message to patients who are eligible.

How are we handling patients that do not have/want to give e-mail addresses?

Our goal is to provide an opportunity to complete a survey to as many patients as possible. We can help your practice identify ways to encourage patients to provide email addresses. We can supply scripted suggestions for the front desk staff to refer to so that they can explain how patients will benefit by sharing their email with the practice, and that their information is protected and never exposed to any outside parties. Surveys are also available through text message if the patient would rather provide their mobile phone number.

Preferred Method of Communication populated with one of these option for a text to be sent. (mobile, text, sms, msg, message, cellmobile, cell ) We will also need a mobile/cell phone column.  If the preferred method is one of the above and valid mobile number, then survey sent via text.  If we only have a mobile number and don't have a valid email, we will send a text to the patient.

The final step to activate sms in the Practice Admin page.  Uncheck the box next to Opt Out SMS, to activate.

There are questions I would like to have added into the survey. How can I do that?

We are always interested in your feedback and will consider all suggested additions, however in the interest of keeping the survey as concise as possible, not all suggested questions will be added to the survey. It's also quite possible that alternate questions may become part of a separate engagement tool.

Collaborators and suggestions are welcome for Specialties not on our list, however, not all suggested survey specialties and questions will be added. We have a specialty survey for ASC, Bariatrics, Cardiology, Gastroenterology, Health Center, OB/GYN, Orthopedics, PT, Urology,

What languages are available for the survey?

In addition to English, we have Spanish.  File needs to have a Language column and have one of these options listed for a Spanish survey to be delivered. 
es, Espanol, Español, es-US, spa, spanish

How often is the survey updated?

Our research department continually evaluates the data that we receive from patients' responses to determine the questions with the highest and lowest correlations to key measurement factors such as Provider Satisfaction, Likelihood to Recommend Practice, and Likelihood to Recommend Provider. Over time, the survey will be refined and made more concise to drive high completion rates in the survey responses.

How is the survey designed?

The core survey closely aligns with questions found in the CG CAHPS survey. Specialty surveys are developed with leading industry experts who have extensive knowledge in their areas of expertise.