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.

You’ll have easy access to insightful feedback reports via Practice Admin and it also contributes towards your ratings (PRS) on your Professional Profile. The best part of it all?

It’s absolutely free!

 

How does Patient Pulse work?

After their appointment your patients are sent a quick 3-question survey via SMS and Email – with push notification vie the HealthEngine App coming soon. Your practice’s Word of Mouth score and qualitative comments left by your patients, is easily accessible via the new Patient Pulse page within the Booking tab of Practice Admin.

If you’re a practice using BestPractice, Zedmed or PracSoft practice management systems, the surveys will be automatically sent to ALL of 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. This not only allows you to understand how your overall patient base is feeling but also provides you with more data contributing to your professional profile ratings PRS. 

We’re dedicated to providing regular feedback from your wider patient base to all practices and we will notify you once we have rolled out this functionality for other PMS’s and 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.
  • Fuel the ratings (PRS) on your Professional Profile.
  • Get more feedback than you’ve ever received before by having shorter, easier to complete surveys sent to all patients instantly after their appointment, allowing them to provide feedback when and where it’s convenient for them.
  • 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.

 

Where can I see the survey results / what does it look like?

All of your results are available via the Patient Pulse page within the Bookings 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.

 

I would like to send patient surveys, how do I get Patient Pulse?

To opt your practice into Patient Pulse simply login into your Practice Admin account, navigate to the Patient Pulse page within the Bookings tab and click the Activate button.

Practice’s using BestPractice, ZedMed or PracSoft practice management systems will then be directed to the Settings page where they can select which appointment books to send feedback surveys to. If you’re using a different PMS, Patient Pulse will automatically configure to send surveys to patients who have booked via HealthEngine.   

 

How much does Patient Pulse cost?

Nothing! Patient Pulse is provided to practices at no additional cost, 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 3 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 the more ratings data that will feature on your Professional Profile.

 

 

How does Patient Pulse work with Professional Profile ratings (PRS)? 

Ratings received from patients are presented on the HealthEngine website as a percentage of patients who, in the previous 12 months, would recommend the practice to others.

Ratings are calculated using survey responses received from patients in the last 12 months via HealthEngine’s old survey and feedback management system and the third question from patient Pulse. Patients are asked the question, “Would you recommend this practice to others?” and provided with the ability to answer yes or no. The rating is then calculated as a percentage by taking the total number of patients who said that they would recommend the practice in the last 12 months, divided by the total number of patients who answered the survey question in the last 12 months, multiplied by 100.

Are all ratings published?

If a practice participates in the PRS, they may choose whether or not to have their rating displayed on their HealthEngine practice profile page and in HealthEngine search results.

Ratings will not be displayed for those practices that:

  1. Have received less than 10 patient reviews within the last 12 months; or
  2. Do not participate in the PRS.

 

How do I participate in ratings / PRS?

Simply login to your Practice Admin account and navigate to Patient Pulse within the Bookings tab, click the Archive tab within Patient Pulse dashboard and turn on the Patient Satisfaction level button at the bottom of the page.

  

 

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, PracSoft or Zedmed 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.

Once a patient has completed a survey they will not be asked  to complete another survey for a period of 3 months.

 

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. 

 

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 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.

 

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

To opt your practice into Patient Pulse simply login into your Practice Admin account, navigate to the Patient Pulse tab along the top and click the Activate button. 

 

Practice’s using BestPrac, ZedMed or PracSoft practice management systems will then be directed to the Settings page where they can select which appointment books to send feedback surveys to. If you’re using a different PMS, patient Pulse will automatically configure to send surveys to patients who have booked via HealthEngine.   


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

If you’re a practice using BestPractice, Zedmed 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, name 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.