Service Recovery Setup

Overview

Here’s how it works.  When an enabled provider has a survey sent on their behalf the patient is given the option to share the freeform comments back to your practice directly and non anonymously.    “Check this box if you would like someone at our office to contact you to discuss this specific comment. Any other answers you have provided will still remain anonymous.”

When a patient does this and email is sent to your group or practices designated service recovery user(s).  They will log in to the dashboard and click on the service recovery tab to see the new comments.

They can then take direct action through your portal, phone call or email to resolve the patient's concerns.

Dashboard Details

When inside the dashboard they will see the patient id and provider that the comment was shared about.  There are details about our method of contact whether email address or text message and the address or mobile number we used to contact them.  Selecting the row will give you detailed information and the comment to be addressed. (See Below)

You then take that information to call, email or respond through your portal to that patient directly about their concerns.

We have provided a convenient status selector to track which comments you have already acted on.

User Setup:

An email  will be sent to all users with the “Service Recovery” role, in the event no one has that role it will be sent to all “Admin” roles for that  group or practice. In addition to the email notification, if the user has a mobile number configured in their user account a Text message will also be sent to that number.

If the user only wants view only access and doesn’t want to receive the notifications, uncheck the Notification box in the user settings.

Activate Provider: * This is a requirement for SR to be enabled.

You will need to activate the Service Recovery for the providers that should be active.  You can activate it for all providers by using the “Enable Service Recovery” button or turn them on individually.

Notification email:

From: From: MedStatix/Athena [mailto:clientsupport@medstatix.com]

Subject: Service Recovery: New Patient Comment(s)

Body: New patient comment(s) received.

Click here to review.

Note: email will come from reseller account, with dashboard link as a reseller proxy dashboard link

Notification Text Message:

Service Recovery: New Patient Comment(s) Received. https://dahsboard.medstatix.com/ServiceRecovery/Index

Note: dashboard link as a reseller proxy dashboard link

Note: MedStatix reserves the right to change any wording at anytime