Patient Pulse FAQ

What is Patient Pulse?

Patient Pulse is a new patient survey and feedback management system helping you keep your finger on the pulse of your patient experience.

After their appointment, your patients will receive a short, 2-question survey sent to them via SMS and email.

With Patient Pulse, you’ll always have your finger on the pulse of your practice with more feedback, from more of your patients. In fact, test practices have seen an 84% increase in responses and a 136% increase in patient comments!

You’ll have easy access to insightful feedback reports – direct from Practice Admin – and the best part of it all?

We are providing Patient Pulse at no additional cost.

With Patient Pulse now live, the current Surveys product will be retired as of 8th of March. To continue receiving patient surveys after February 22, your practice will need to opt-in to Patient Pulse.

To opt your practice into Patient Pulse, call our Customer Support team or simply click the button below and Patient Pulse will be activated for you within 48 hours.

<Click here to Opt In to Patient Pulse>

If you’re a practice using BestPrac or PracSoft practice management systems, the surveys will be automatically sent to all your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.

All of the feedback received, including your practice’s Word of Mouth score, is easily accessible via the new Patient Pulse tab in Practice Admin.

We’re dedicated to providing regular feedback from your wider patient base and we will notify you once we have rolled out this functionality for all of your patients.

 

What are the benefits of Patient Pulse?

With Patient Pulse you can get right to the heart of your patient experience by receiving more of the feedback that really matters, and from more of your patients. Even better – it’s available completely free of charge, no matter how many surveys are sent.

  • Discover and keep track of your practices Word of Mouth Score, to instantly assess both the quality of your patient experience, and the likelihood that you have positive word of mouth.
  • Get more feedback than you’ve ever received before by having shorter, easier to complete surveys sent to all patients instantly after their appointment, to complete when and where it’s convenient for them.
  • Generate more positive reviews on HealthEngine to promote your practice, and receive more positive feedback to share with your team.
  • Hold onto more patients and prevent unwanted word of mouth by quickly reaching out to patients that have left negative feedback
  • See all of your results in a new, easy to use dashboard in Practice Admin

 

What is the Word Of Mouth Score?

With your Word of Mouth Score, you can quickly and easily keep track of whether your practice is providing an experience worth recommending – one that will keep bringing in new patients, and ensures your existing patients want to stay.

The score is just the start though. The additional detail your patients provide in the surveys will highlight what they do and don’t like, and what changes you can make to keep improving.

The Word of Mouth Score is also known as a Net Promoter Score, a globally recognised metric for measuring customer experience, loyalty, and predicting growth. Your score is based on patient responses to the question asking them how likely they would be to recommend your practice (on a scale of 0 to 10), and is calculated by subtracting the % of patients who scored you 0-6 (detractors), from the % of patients who scored you 9-10 (promoters).

Learn more about Word of Mouth Score and it’s benefits here.

 

How much does Patient Pulse cost?

Nothing! Patient Pulse is provided to practices at no additional cost, so HealthEngine will cover the cost of setup, and all SMS and Email costs.

 

What does the survey look like and what questions does it ask?

The survey is designed to be as quick and easy as possible for patients to complete, to encourage a high response rate while still capturing the most important feedback about their experience.

Your patients are asked 2 simple but important questions; with the 2nd question changing depending on how positively they responded to the first.

The more patients that complete the survey, the better the understanding you’ll have of your Word of Mouth score, the deeper the insights you’ll capture to help your practice continue to improve, and more reviews you’ll receive on your HealthEngine Professional Profile.

 

The following question will appear if the patient answers 9-10

 

The following question will appear if the patient answers 0-8

 

Do I have to do anything to get setup for Patient Pulse?

You don’t need to do anything – we’ll activate Patient Pulse for you, and surveys will begin being automatically sent to your patients post appointment.

 

Who sends the SMS messages and emails?

HealthEngine sends the SMS messages and emails on your practice’s behalf. All communications including, SMS, Emails and surveys are branded to appear as though they come directly from your practice. Patients will receive the communications between 1 and 2 hours after their scheduled appointment time.

If a patient has already been flagged in your Practice Management Software to be excluded from any SMS communications, they will not receive an SMS survey. 

If you’re a practice using BestPrac or PracSoft practice management systems, the surveys will be automatically sent to all your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.

 

What will the SMS look like?
Patients will receive an SMS with 2 links. The first link sends the patient directly to the survey, while the second link points them to the HealthEngine app. When the patient downloads the HealthEngine app, your practice is automatically added as a favourite and will appear on the home screen of the patients app, making it easier for the them to book their next visit.


What will the email look like?

See an example of the Patient Pulse email below.

 

What options do my patients have?

Patients can choose to remain anonymous, and can unsubscribe from receiving any future Patient Pulse surveys.

If a patient has left positive feedback, they’ll also see an option to share their comment as a review on HealthEngine. As with the previous surveys, all comments posted to the HealthEngine site are reviewed to ensure any clinical or sensitive information is removed.

 

Where can I see the survey results?

All of your results are available via the Patient Pulse tab in Practice Admin. At a quick glance you can easily see your current Word of Mouth Score, and all of your individual survey responses.


 

What happens to existing surveys & ratings?

Patient Pulse will not impact your current reviews and ratings. Existing reviews will remain in the Reviews tab in Practice Admin and will continue to be featured on your Professional Profile. With the consent of the patient, any new feedback collected through Patient Pulse will be added to your Professional Profile. Patient Pulse will integrate with the existing star rating system.


How do you get the contact details of my patients?
With your consent, Patient Pulse will securely fetch the mobile number and email address of your patients through your Practice Management Software.

If you’re a practice using BestPrac or PracSoft practice management systems, the surveys will be automatically sent to all your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.

We’re dedicated to providing regular feedback from your wider patient base and we will notify you once we have rolled out this functionality for all of your patients.



Will my patient data remain secure and private?

HealthEngine’s standard data security and privacy policies apply. We only fetch the mobile number and email address of your patients for the sole purpose of sending them your Patient Pulse survey. No other identifying information or medical information is sought in this process. All information is transmitted securely to HealthEngine, and no information is ever passed on to a third-party. Patients can also choose to keep their survey response anonymous.

 

Want to get in touch?

We’re excited to have you jump on board as one of the first practices in Australia to use Patient Pulse!

If you have any feedback or questions about Patient Pulse, please do not hesitate to contact us.

 

Freddy Hollow

Product Marketing Manager

contact@healthengine.com.au

0439 342 184