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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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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Contact Me Department Available Now!

Contact Me Department

Prioritize patient contact requests by department with the newly released Contact Me Department. Added as an addendum question to a SurveyVitals’ survey, ‘Contact Me Department’ asks patients to categorize their contact request by selecting from a list of common areas, such as billing, scheduling and customer service. This new level of granularity not only makes sorting through potential patient complaints or requests faster and easier, it also gives organizations the ability to identify commonalities among patients and track trending.

If notifications are enabled, users will automatically receive an email as soon as a patient completes a survey with the area of the contact request included. Additionally, users can access the Alerts page when logged in to see detailed information about who would like to be contacted, and why a contact request was made.

Want to get started with Contact Me Department? Get in touch with your client account manager or email us at support@surveyvitals.com.

New here? To learn more about what sets SurveyVitals apart from other patient experience solutions, email us at info@surveyvitals.com to setup your demo today or drop us a line using the blue chat icon below.

Interested in learning more about SurveyVitals? Schedule a demo today.

Schedule a Demo

April 28th, 2017 Categories: featured, Patient Experience, Product Features

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New Feature! Keyword Reporting for Patient Comments

New Semantic Keywords Header

Introducing Quantitative Data for Your Patient Comments

Take a high-level view of what patients are saying about you with the new Semantic Keywords BETA module, now available on your SurveyVitals dashboard. This new reporting functionality represents qualitative survey comments quantitatively, giving you the ability to track trends and see which positive and negative keywords patients most frequently associate with your organization.

How does it work?
Based on a peer-reviewed study, emotional keywords found in your survey comments, words like “happy” and “sad,” have been assigned a value between -100 and 100. In the Semantic Keyword module, you will find two gauges representing your percentile ranking against your peers (showing the percentage of those peers that score below you) and the mean score of your emotional comments from -100 to 100 (Negative to Positive). You will also find your percentile ranking over time and a list of the top 5, most-used positive and negative emotional keywords. These metrics can be viewed for 30, 60 and 90 day periods.

Track Patient Keyword Comments

Schedule a demo to learn more today.

Questions? Message us using the blue chat icon below to speak to a member of your support team or to get more information about SurveyVitals.

Schedule a Demo

April 11th, 2017 Categories: featured, Patient Experience, Product Features

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Username & User Management Update!

User Management

New! Create and edit login credentials for your users, upload provider photos, manage alerts and more with the new user management page.

Have multiple users who need access? No problem! Adjust a user’s access to Organizational, Divisional, or Provider level to best suit your organization’s needs. Login and click the ‘Manage Users’ tab from your admin drop-down in the portal to get started.

SurveyVitals Account Type

Note: If you currently utilize multiple usernames, you should have received an email containing your new primary username, which is your email address, needed to access all SurveyVitals® accounts starting 6/13/2016. If you did not, or need assistance, contact your SurveyVitals® account manager or message us a via the chat feature below.

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June 13th, 2016 Categories: featured, Product Features

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New! An Entirely New Alerts Interface

New! Alerts Interface
Rich new features help you manage crucial notifications

The SurveyVitals team is profoundly passionate about building the tools that help our clients improve and reduce malpractice risk. While you’ve always had the ability to view the notifications that alert you to possible issues, we’ve now made it even easier to manage, track, and archive alerts and contact requests in one easy location. You can even investigate improvement opportunities within the context of the specific survey that triggered the alert.

At the highest level, you’ll see faster page responses, better filtering, and an expanded view of alerts within the context of the survey. Brief videos explain how to navigate the new page. Let’s dive a little deeper into some of the exciting new functionality.

Filter & Sort

Filtering allows you to sort, organize and quantify your alerts. Use the high-level filtering at the top of the page to view alerts versus contact requests and see which are active versus archived. There’s also search functionality if you’re looking for something specific.

Specific filters allow you to sort by date or filter by providers, division, survey, score, or whether comments are present. Please remember to press the Load button if you sort by Survey type.

View in Context, Archive & Edit

Once you’ve found an alert, you can quickly see if a patient contact request is associated with it. In the image below, you can see that the provider has received a survey that triggered an alert and has a patient contact request. The entire patient survey loads to the right so you can quickly see the low scores in context of the entire completed survey. We note how often the provider receives low scores in this area–from often to rarely. If you prefer to see only alerts without the survey details, simply click the Collapse View button in the upper right-hand corner.

Alert Survey

Once you’ve reviewed an alert, you may choose to archive or delete it. Archiving removes an alert from your inbox, but does not delete them. You may archive and delete alerts one by one or by using the Select All button.

Notes

Status & Tracking

Contact requests require follow up and now allow you to assign a status to each. All requests start as Open and can be changed to In Progress or Closed. A log tracks the status each time the alert is viewed or changed and adds a user name and time stamp so there is a history of the interaction with each contact request. There’s even a new notes field where a user may type in the next steps or how the issue was resolved. This feature will make communication between those who manage alerts virtually seamless. The Visibility button in the upper right-hand corner tells you which people in your organization can see contact requests and notes.

We hope this new functionality helps you better manage your organization’s alerts and contact requests. Click on the About button in the upper right-hand corner for more information or click the ? button in the lower right corner to connect with a member of our Support Team if you have questions.

Schedule a Demo

September 10th, 2015 Categories: featured, Patient Experience, Product Features

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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 […]

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