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Automated Delivery Methodology

Our newest delivery solution, SIMPL, an evolved Survey IMPlementation Logic, automates the sending of surveys through email and interactive voice response. We provide an automated tool that imports the patient data you already have, and our processing engine takes if from there! Once this simple process is set up – you can reuse it for every new survey.

How do I get setup?

Using a patient data software or service, the first step is exporting a data file for patients and their providers. For instance, a row in an excel export might have patient first name, last name, email, phone, provider, and provider NPI #. Select specific recent dates and upload manually via your portal, or setup an export to send automatically using our API. Learn about File needs.

Why should I switch from my current paper or tablet survey?

Beyond removing the hassle of administering surveys by tablet or kiosk and the added work load for your staff, automated survey delivery improves survey accuracy by removing in person administration bias (patients are more likely to answer positively when someone is watching them). The work to get 10 surveys can now be spent reviewing items you’ve had on the back-burner for months. Review your results at your leisure, receive notification emails to address patient concerns, and follow up with the staff on Fridays with the Kudos comments email.
CAHPS surveys can’t be administered at the practice or hospital, on-site surveys are not allowed. By utilizing the automated delivery system you are solving this issue as well as getting quick feedback, as opposed to paper surveys.

All of your favorite SurveyVitals features rolled up into a system we know you’ll love.

I’m the technical contact, what will I need?

  1. Ability to export specific patient information Required Fields
  2. Access to the SurveyVitals portal (login credentials – from your SurveyVitals administrator)
  3. Approval of a sample file from SurveyVitals Learn More
  4. For automation: Patient data software automated export capability, if not available, manual upload via the portal is available and a quick and easy alternative Learn More

Patient Contact Methods

Email first:

Email administration is the preferred method by which to survey your patients. Our modality study shows email to be less intrusive and low bias, click here to see this study. Email surveys can be taken on a majority of mobile, destop or tablet devices.


Interactive voice response (IVR)

Interactive voice response telephonic calls go out to patients between the hours of 9 am and 8 pm in their local time zone. The phone calls start with a customer recording read by a representative of your choice. For example “Hello this is Dr. Andrews, at ABC Clinic. We strive to continually improve. Please take a few minutes and provide us valuable feedback. Thank you.” Likert scale answers power reports and a recording of comments is provided in your reports section.


Email example

How does the survey process work once you’ve sent us or uploaded the patient data?

  • Emailing the patient will always be the first option. Higher quality, less invasive and a higher completion rate.
    • Two attempts are made via email, 21 days apart.
  • Two email attempts will be made. If no email address is available the SurveyVitals system will make up to three IVR attempts. These calls are compliant with FCC requirements and are currently administered between 9 am and 8pm in the local time zone.
  • The SurveyVitals system removes duplicate patient phone numbers, as well as duplicate patient records. Additional quality methodologies will continue to evolve. Patients are allowed to remove themselves from the survey process in both the email and IVR surveys.

Patient Qualification & Disqualification

Patient Disqualification Methodology

The SImpL system will disqualify a potential patient feedback contact in case of the following:

  1. No email address and no phone number, allows no contact method
  2. Patient already uploaded to your system
  3. Death or Transfer (this will require delivery of these fields from your patient file output software)

Automated Process Overview

1. Audio introduction and closing

If you have not done a custom recording, you will be given the default.

2.Prepare Patient export file

Delivery Administration Panel in your Portal

This is where you will navigate to input the following details.

3.Ensure Provider NPIs are entered

4. Ensure Location Codes are mapped correctly

Note that you will only use location codes if you have providers practicing at multiple locations. This will require a column in your patient data export file. Here you will define what you can export from your system.

5. Ensure File Profile is mapped to your file columns

6. Upload

Before Survey Delivery

Organizational Setup with a SurveyVitals Team Member

Confirm that you are set up as an organization and have a login to the portal.

If you’re the technical contact, you will need the credentials to get in.

Organizational setup can further be defined to mean: All of the providers that are going to use the SImpL system have been entered into the system by a SurveyVitals Team Member, that they have active surveys, and that if providers are utilizing multiple locations, this has been setup using divisions in the organizational hierarchy.

Phone Introduction and Closing

For better survey response, please take a moment to do an intro and closing recording. If you wish you may use the default, however this is not customized to your solution. To see the default and custom scripts, as well as the number to call in and record with see the next step.

Organization Setup

Are you currently administering surveys?

If yes, then you may move past this step. Please note that if you do not have Provider NPI numbers in the system, you will be required to enter these once you have access to the SImpL administration panel in your portal.

Custom Audio Recording

Customized Greeting and Closing Audio

We have found great response increase from using recorded voice opening and closing scripts by a member of your organization, ie. Executive director, Provider, etc. After picking a voice representative from your team, please use the provided code and phone number to call in and record your audio.

Call in and Record

To call in and record your audio, you will need your audio pin. Your audio pin can be found in your SImpL setup screen under the file upload tab.

Call in number: 208-906-0795

Remember to have the script ready when calling, our tested and recommended scripts can found below.

1. Enter the pin at the prompt

2. Record Introduction (option 1)

3. Record Closing (option 2)

The requested scripts for the recordings are as follows:

Opening Audio:

This is Dr. ABC with [Practice/Organization Name]. You recently interacted with one of our healthcare providers and we would appreciate your feedback. A few minutes of your time will help us ensure you, and other patients, receive great care. Answering these questions is completely optional and should take only a few moments. Whether you decide to participate, or not, the healthcare you receive will not be affected and your responses are private. I look forward to talking with you again at the end of the survey”

Closing Audio:

“This is Dr. ABC and, again, thank you for your time. If you would like to speak with us please call us at xxx-xxx-xxxx. I hope you have a great day!”

Listen to the Default Audio Files here

Your Patient Export File

Understanding the requirements

Utilizing your patient information software, eg. EMR, EHR, Billing software SurveyVitals™ SImpL uses either an email or phone number to survey a patient. In order to get timely results it’s important to deliver the file (either through manual upload in your portal, or automatically through a script like curl and scheduled tasks) in a timely fashion. Once a day is best but you can deliver on a frequency that works best for your organization we recommend within 2 weeks.

Acceptable Formats

The datafile must be in the following formats to be accepted by the system.

XML, XLS/XLSX (excel), CSV

Column Headings

It is mandatory to include headings for each of your fields. For example, patient first name (first_name). It is not important what these headings are named as you will be able to customize how our system uses them in the next step.

Defining file profile

Because of the wide range of systems reporting to SurveyVitals™ SImpL we’ve built a customizable file profile process. Simply define your heading name next to the appropriate field in the SImpL setup wizard. For example, Patient First Name -> First_Name (this is whatever your heading it output as verbatim).

Defining Location Codes

Location codes are needed when a provider sees patients at more than one location. Much like the file profile, here you will define how this location is named in your system.

Sending a test file

At this point of the process you should have a file ready in XLS, CSV, or XML. Have headings and if needed location profiles completed.

Please contact you SV rep for credentials.

Test File Approved, Final Checklist

Next Step Delivery

File Upload Methods

Upload via the portal or automate delivery?

Uploading via the portal is as simple as browsing to your file from the automated delivery screen you’ll find when logged in to the SurveyVitals portal. Use this method if your patient data system cannot export automatically or if you are having to do manual work after it is exported. (please note we are continuing to evolve the system to meet the widest range of export types; making automated delivery accessible for everyone). Learn more about the portal upload.

If you patient data system can export automatically to a specified folder and you don’t have to manipulate the data post-export please continue on to API/Webservice information here.

File Fields

1 optional
2 one or both (valid) required IF child over 18 AND IF no guarantor listed
3 indicates optional EXCEPT for CG-CAHPS Child survey OR patient under 18

  • Patient First Name
  • Patient Last Name
  • Patient Date of Birth
  • Patient Phone 2
  • Patient Email 2
  • Patient Zip 2
  • Provider NPI
  • Provider First Name
  • Provider Last Name
  • Guarantor Phone 3
  • Guarantor Email 3
  • Location Code 1
  • Date of Visit
  • Case #1
  • CPT Code1

Example Files

(APSQ)

Anesthesiology Patient Satisfaction

Anesthesia Patient Survey

XML Sample
Download

Nested tags for providers and CPT & ASA codes

CSV Sample
Download

Separated by Comma, Text delimiter (preferred if not using the XML format.

XLS(x) Sample
Download

XLS”M” with no Macros or any other formatting except the dates.

(SPSQ)

Standard Patient Satisfaction

Standard Outpatient Survey

XML Sample
Download

Nested or non nested tags for CPT & ASA codes

CSV Sample
Download

Separated by Comma, Text delimiter (preferred if not using the XML format.

XLS(x) Sample
Download

XLS”M” with no Macros or any other formatting except the dates.

(HSQ)

Hospital Inpatient Satisfaction

Hospitalist Patient Survey

XML Sample
Download

Nested or non nested tags for providers and CPT codes

CSV Sample
Download

Separated by Comma, Text delimiter (preferred if not using the XML format.

XLS(x) Sample
Download

XLS”M” with no Macros or any other formatting except the dates.

(RRSQ)

Referring Radiology Satisfaction

Referring Radiology Survey

XML Sample
Download

Nested or non nested tags for providers and CPT codes

CSV Sample
Download

Separated by Comma, Text delimiter (preferred if not using the XML format.

XLS(x) Sample
Download

XLS”M” with no Macros or any other formatting except the dates.

(ASC)

Ambulatory Surgical Center Model

All in one ASC Questionnaire

XML Sample
Download

Nested or non nested tags for providers and CPT codes

CSV Sample
Download

Separated by Comma, Text delimiter (preferred if not using the XML format.

XLS(x) Sample
Download

XLS”M” with no Macros or any other formatting except the dates.