New Feature: SPSQ Low Score Comment Prompts

Low Score Comment Prompts

Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area.

The long-term use of this feature on our Anesthesia Patient Satisfaction Questionnaire (APSQ2) has been effective in helping providers to better understand trends and improvement opportunities in specific areas. These prompts encourage patients to include details about a specific part of their experience, providing deeper insights than often gained with generalized comment prompts at the end of a survey. Please note, there will be no change to the existing SPSQ comment questions with the addition of the low score prompts.

To gain even more insight from your patient feedback, use our sentiment analysis tool to review patient low score comments. This will help you to identify the most critical feedback quickly.

Have questions about this new feature or the SPSQ survey? Chat with us using the blue chat icon below, or reach out to your client account manager. Interested in learning more about SurveyVitals? Request a demo of the solution here.

December 16th, 2019 Categories: featured, Outpatient Practice, Patient Experience, Product Features

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Public Review Just Got Better! Boost Your Google Business Reviews with this New Feature

Nearly 90 percent of patients look to online reviews when choosing a physician, so increasing a positive presence online is more important than ever.

SurveyVitals’ Public Review feature helped healthcare providers and organizations proactively build their online reputation and improve their search rank in 2019. The feature drives verified patients to leave public reviews about their experiences on a page hosted by SurveyVitals and indexed by Google, allowing prospective patients to find you more easily online.

Since its launch this year, over 200,000 verified patients have posted online ratings using Public Review, and 98% of those reviews scored 4 out of 5 stars or higher. Using our composite scoring algorithm ensures patients’ public star ratings are more reflective of their visit, rather than a single aspect of their experience.

Public Review is an important tool that allows healthcare organizations and providers to build a brand on the web. However, we also want to help get you more positive reviews where they matter the most. Google accounts for 57.5% of all online reviews worldwide, far superseding other online review platforms. If you have only a handful of Google reviews, a one- or two-star rating can drag your overall rating down.

Public Review + Google

We’ve enhanced our Public Review feature to give you a two-pronged approach to building your online reputation. The newest expansion of the tool allows you to better incorporate your Google Business pages into your SEO strategy. Use Public Review to boost your volume of reviews by driving a percentage of your verified patients to your Google Business review pages.

Public Review plus Google

How it works

Setup is quick and easy. Add your Google Business review link to your Public Review settings within your SurveyVitals portal, and specify a percentage of your patients to route directly to this page upon completion of a survey. You can link to the Google Business reviews page for the whole organization or separate pages for each of your practice locations.

That’s it! To schedule a demo or learn more, chat with us using the blue chat icon below.

December 13th, 2019 Categories: featured, Patient Experience, Product Features, Reputation Management

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Feature Highlight: Challenge Mode

Feature Highlight: Challenge Mode

Have you set up a challenge yet? Using Challenge Mode, you can create a competition between your providers to encourage improvement. Once the competition is live, you can monitor the results in real-time from your dashboard.

During Challenge Mode setup, choose questions or question areas you want to focus on. At the end of the challenge, the clinician with the highest scores in these categories is deemed the winner.

Challenge Mode Leaderboard

Note that you must be an administrative user with ‘Organization’ permissions to launch a challenge. From the ‘Challenge’ tab in your portal, you can view current challenges, leaderboards, and historical data.

Why create a challenge?

Challenges can create a bit of friendly competition among clinicians. Target questions or question areas where you would like to see improvement in patient experience scores. This can be a fun way to start some friendly competition and encourage provider engagement. Offer prizes or other incentives to encourage providers to achieve the highest possible scores.

Setting up a challenge

Ready to get started? Here’s how to set up a challenge:

Navigate to the Challenge page within your portal.

Challenge Mode

On the Challenge page, click “+Create” and follow the prompts as they appear in the pop-up menu.

Challenge Mode

Participants will receive an email notifying them of the challenge. Once enough surveys have been collected, results will automatically update in the leaderboard. Clinicians can check the rankings from their portal login.

More resources

For more information about Challenge Mode, check out the resources in the Help section, or contact your dedicated support team members.

September 9th, 2019 Categories: featured, Patient Experience, Product Features

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Breakout Provider Performance by Location

Provider Scorecard

SurveyVitals has enhanced the Location & Provider Details reporting feature to optimize how organization and division-level users capture provider performance.

Location & Provider Details allows organization and division-level users to quickly filter, sort, and rank division and provider performance for the whole organization. This time-saving tool eliminates the work of running custom reports and organizing data.

LAPD Sample

Based on client feedback, the Location & Provider Details data models have been updated to provide a more granular look at your organization’s data and individual provider performance across locations.

Provider Performance by Division

Organization-level users will continue to see all providers and their performance across all divisions where they practice. Division-level users will now see only the providers and their performance data for that particular division. At this level of granularity, the data becomes more pertinent by giving division leaders and clinicians a better sense of how providers interact with patients in different locations and settings.

Location codes and provider NPIs have also been added to the Location & Provider Details data. This information may be useful to match up providers and locations appropriately when downloading raw data.

Provider Scorecard

You can compare a provider’s individual performance across locations by viewing the new provider scorecard. Simply click the name of any provider in the report results to view this data.

The scorecard allows you to see how a provider is performing at one location versus another or overall. For example, the scorecard below shows the provider performing in the 100th percentile for some question groups at certain locations, but in the 1st and 3rd percentile for the same question groups at different locations.

Provider Scorecard

Benchmarks

Organization, National, and Specialty benchmarks have been added to provide ease of use for users who want to see a breakdown of their provider or location performance and compare it to the national average and specialty benchmarks. These benchmarks can be added to division-level data as well as the provider scorecards.

Questions?

Want to know more about Location & Provider Details? Contact our support team today or reach out to us. You can also always drop us a message using the blue chat icon below.

Schedule a Demo

July 25th, 2019 Categories: featured, Patient Experience, Product Features

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Five Features You Might Not Be Using but Should

surveyvitals features

With SurveyVitals’ comprehensive solution, you have access to all of our features without any extra cost. It’s likely you’re using our robust reporting tools, but are you taking full advantage of everything your solution has to offer? Here are five SurveyVitals features you should consider incorporating into your improvement strategy today.

1) Comment Sentiment Analysis

Sentiment analysis was rolled out with SurveyVitals’ recent Report Builder upgrade. Using natural language processing (NLP) and a machine-learning algorithm, sentiment analysis helps you gain a better understanding of your patient comments by providing tonal and sentiment insights.

Sentiment Analysis

Text comments can be sorted by sentiment ranking to help you identify the most critical feedback. Sentiment analysis saves you time and drives a higher awareness of your patient experience. See your comment analysis today by using the ‘Report Builder’ in your portal.

2) Improvement Center

You’ve reviewed your data and you know your improvement priorities, but that’s only the first step. Improvement can be overwhelming. Using input from top performers combined with extensive scientific-based research into the patient experience, we created the Improvement Center. Log in to your portal today to access dozens of articles and videos to gain a better understanding of the behaviors that contribute to higher patient satisfaction. Simply click ‘Improvement Center’ in the left navigation of your portal.

Improvement Center Featured Articles and Videos

3) Challenge Mode

Challenge Mode is an excellent way to boost user engagement and drive improvement. Administrators can issue challenges to providers throughout the organization and focus on specific survey questions or question areas. Then watch as participants work to rise to the top of the leaderboard! Scores are tracked throughout the specified challenge timeframe and providers can see how their scores compare to their peers. Start using Challenge Mode today by clicking ‘Challenge’ in the left navigation on your portal.

Challenge Mode Leaderboard

4) Email Alerts

We know you’re busy, and checking in on the portal can easily get away from you. From instant low-score alerts to bi-weekly kudos emails, our email alerts keep you up to date on your performance. Alerts are designed to provide constant awareness of your strongest areas as well as highlight your improvement opportunities.

Alerts can be enabled by an administrator on the ‘Manage Users’ page.

5) Survey Customization

Did you know you can personalize the survey requests sent to patients for all three modes of contact? Customizing these requests adds a level of familiarity, which may contribute to higher response rates and more accurate feedback.

To customize survey requests, access the options under the ‘Survey Settings’ tab in the left navigation in your portal.

Schedule a Demo

July 23rd, 2019 Categories: featured, Patient Experience, Product Features

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Understand Patient Needs with Sentiment Analysis

Sentiment Analysis

SurveyVitals has long helped our clients gain a better understanding of patient comments with semantic keyword analysis. With the release of our new Report Builder, we’re taking comment analysis to the next level with sentiment reporting.

A recent review of SurveyVitals data showed that 36% of patients leave at least one comment when responding to our digital surveys. In a March 2019 patient experience study conducted by NEJM Catalyst Insights Council, 97% of clinicians agreed that listening to a patient’s voice helps improve care. Patient comments give context to Likert-scale scores, helping to bring the data to life.

Comments are vital to understanding your patients’ needs, but reading through hundreds–or even thousands–of them can be time-consuming. SurveyVitals is excited to introduce our new sentiment analysis tool to help you gain deeper, faster insights.

How does it work?

Our sentiment analysis uses natural language processing (NLP) and machine learning algorithm to provide tonal or sentiment insights for text comments. The sentiment process, provided by Amazon Web Services, measures how positive, neutral, mixed, or negative a full comment is. Unlike semantic keyword analysis, sentiment measures the overall tone of the comment–for example, it looks for negation keywords such as ‘not’ in conjunction with emotional keywords for a better understanding (e.g., ‘The doctor made me not feel so afraid’).

Sentiment Analysis

Identifying the most critical feedback has never been easier. The ability to sort by positive, negative, mixed, and neutral sentiment scores allows for quick identification of the best and worst comments. Sorting by these scores or searching keywords may also be beneficial in reviewing comments for trends and prevailing concerns.

Sentiment analysis saves you time, drives awareness, and helps you to better understand your data and implement change.

Have questions or feedback about sentiment analysis? Reach out via the blue chat icon below or contact a member of your support team today.

Learn More!

June 25th, 2019 Categories: featured, Patient Experience, Product Features

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Low Score Alerts Revamped To Include Mean Score

Improved Low Score Alert Emails

Expect alert emails to look a bit different when they hit your inboxes this week! Based on client feedback, we’ve updated alerts emails with a sleek new interface and made it easier for clinicians to view trends in performance.

Previous alert emails included the display of a provider’s percentile rank over time for the corresponding question area(s). When looking at short performance periods, a higher beta sometimes caused variability in rank which made it more difficult to track individual performance. The updated email alerts will now show mean score over time, making it easier for providers to gauge both an increase or decrease in scores over the last 90 days.

Survey Alerts

When email alerts are enabled, providers receive instant email notifications including the question, score, mean versus time, best practices, and links to other improvement resources (example image above).

If you aren’t receiving email alerts, talk to your administrator today about enabling them. Low score alerts help drive improvement by providing continuous, instant awareness of patient concerns. Simply turning on these alerts has been proven to drive improvement with no additional coaching.

Have questions about alerts and notifications, or need help enabling them? Contact us using the blue chat icon below!

Learn More!

June 20th, 2019 Categories: featured, Patient Experience, Product Features

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Introducing the SurveyVitals Improvement Center!

Introducing SurveyVitals Improvement Center

SurveyVitals is excited to announce the launch of the Improvement Center in our client portal!

Our reporting, alerts, and dashboards have given our clients the real-time data needed to identify trends and work toward improving the patient experience. The Improvement Center takes the solution to the next level with a wealth of educational videos and articles to aid providers in targeting improvement where it is needed most.

To get started using the Improvement Center, login to your portal and click ‘Improvement Center’ in the left navigation. Browse general resources on the Improvement Center homepage, or view resources by survey. Survey-specific content is broken down by question group.

Not sure where to start? Use the Report Builder to analyze your data and comments and identify improvement opportunities. Then utilize the resources in the Improvement Center to gain a better understanding of what may help your patients in those areas.

SurveyVitals created the Improvement Center using input from top performers combined with extensive scientific-based research into the patient experience. Check back often for new content as our improvement resources evolve and grow with your solution.

Learn More!

May 6th, 2019 Categories: Anesthesia, featured, Outpatient Practice, Patient Experience, Product Features

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Looking forward to 2019 with SurveyVitals

Looking forward to 2019 with SurveyVitals

2018 was an outstanding year for SurveyVitals and our clients. We launched a new and improved portal, released additional product features, and brought in over 2 million surveys!

As we head into 2019, we’re looking at revamping some existing features and adding new resources that will help our clients get the most out of the solution and meet their improvement goals. Let’s look at some of the things we have in store for the coming year.

Enhanced Reports

We’ve redesigned our custom reporting tool with improved benchmarks and better usability. More selections, new filters, deeper comment analysis, and better care team representation provide a faster, more intuitive, and more comprehensive look at your performance data.

SurveyVitals Reporting Example

Public Review

In 2018 we introduced the Public Review feature, which drives higher volumes of online reviews from verified patients and helps increase the online presence and reputation of our clients.

In 2019 we will continue to focus on enhancing Public Review to provide optimal benefits to our users and give them the ultimate competitive advantage.

Public Review Example

Learn More

Point of Care

Address patient concerns on the spot with our new Point of Care Tool. Enter minimal patient information into a user-friendly interface and administer a patient survey within seconds. Patients use their own devices and feedback is instant, saving on hardware costs and time.

SurveyVitals Point of Care Tool

Learn More

Improvement Resources

We want to support our clients’ improvement efforts and help them utilize the solution to its fullest potential. From videos to articles to quick tips and best practices, we’ll be creating resources and libraries to help our clients every step of the way.

Improvement Center Example

Patient Reported Outcomes

In 2019, we’re helping you to improve along the whole continuum of care with the Patient Reported Outcomes Survey. This survey, along with the Global Surgical Outcomes Survey, aims to identify gaps in care and reveal opportunities to improve patient outcomes. Email us at support@surveyvitals.com to learn more and get started.

Got Feedback?

Our solution is built on client feedback. What do you hope to see from us in 2019? Email us at support@surveyvitals.com and let us know!

Learn More!

January 8th, 2019 Categories: featured, Outpatient Practice, Patient Experience, Product Features, Reputation Management

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Celebrate National Healthcare Quality Week with SurveyVitals!

Group of doctors walking through hallway

October 21-27 is National Healthcare Quality Week. This week is dedicated by the National Association for Healthcare Quality to celebrating the contributions professionals have made to improve healthcare quality.

At SurveyVitals, we understand the value of improving patient safety and outcomes, performance and process improvement, and utilizing data analysis to drive improvement. In fact, these are the things that have shaped our solution. Since 2002, we have built into our system tools and features that help our clients make data-driven decisions to provide the highest quality of care to their patients. We have worked with industry experts and listened to the needs of our clients to be sure our solution helps achieve quality improvement goals.

We want to thank all of our clients for your hard work in providing a higher quality of care and better patient experience. Did you know there are a few ways you can celebrate with SurveyVitals?

How does your organization plan on celebrating National Healthcare Quality Week?

Schedule a Demo

October 25th, 2018 Categories: featured, Patient Experience, Product Features

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