Support Center

Enabling and Configuring Clockwise Surveys

Last Updated: Oct 20, 2016 03:54PM EDT
Technical Level:  Easy

If a clinic elects to enable the post-visit satisfaction survey, you will need to first enable the option in Team Admin, then configure (or allow the clinic to configure) their thresholds and responses in the new settings page (it is possible to configure in Team Admin, but much easier to do so in the new settings page).

To enable survey in Team Admin, find and check the box for the setting 'has SMS survey'.  Scroll to the bottom of the page and click Save to preserve your changes.

Once survey has been enabled, the SMS survey settings will become visible in the new settings page.  These settings are not visible if/when survey is disabled in Team Admin.  We'll go through and explore each of these settings individually below.

New Settings Page:

Advanced Settings > Patient Communications > Text Messages > Post-Discharge SMS Surveys >

•  Send Survey Trigger (in minutes) - the number of minutes after discharge when the survey will be sent (default is 60 minutes; setting value to '0' will send the survey text immediately upon discharge)

•  Enable Walkin Survey - even though you've enabled survey globally via Team Admin, you have the ability via the new settings page to enable survey independently for walk-in vs online.  Checking the box here enables survey for those patients who register via either the kiosk or the front desk.

•  Walkin Survey Default Option - if this box is checked, survey is enabled by default and the walk-in patient has the ability to opt OUT of the survey.  If the box is unchecked, survey is disabled by default and the walk-in patient has the ability to opt IN to the survey.

•  Walkin Survey Message - this is the survey message that is sent to the walk-in patient and can be configured separately than the survey message sent to the online patient.  The default verbiage is:

How likely is it that you would recommend [name] to a friend or colleague? Please reply with a number from 0 to 10. 10 is extremely likely. 0 is not at all likely.

•  Enable Online Survey - even though you've enabled survey globally via Team Admin, you have the ability via the new settings page to enable survey independently for walk-in vs online.  Checking the box here enables survey for those patients who register online.

•  Online Survey Default Option - if this box is checked, survey is enabled by default and the online patient has the ability to opt OUT of the survey.  If the box is unchecked, survey is disabled by default and the online patient has the ability to opt IN to the survey.

•  Online Survey Message - this is the survey message that is sent to the online patient and can be configured separately than the survey message sent to the walk-in patient.  The default verbiage is:

How likely is it that you would recommend [name] to a friend or colleague? Please reply with a number from 0 to 10. 10 is extremely likely. 0 is not at all likely.

•  Staff-Added Survey Default - if this box is checked, survey is enabled by default and a staff member has the ability to opt the patient OUT of the survey.  If the box is unchecked, survey is disabled by default and a staff member has the ability to opt the patient IN to the survey.
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•  Low-Score Threshold     and     •  High-Score Threshold

The original concept of low- and high-score thresholds was developed with the idea that there would be included a 'middle' range of scores.  Hence, the threshold for the high and low scores is actually the upper and lower boundary of the middle range.

In the example below, any score above a '7' will be considered a 'high' score...   while any score below a '4' will be considered a 'low' score - but '7' and '4' are both middle scores.















However, in the example below...    this clinic has elected NOT to have a middle score range and will only have a high range and a low range.  Because the same definition holds true, if we want '6' to be the lowest value in the high range, we must set '5' as the high score threshold...   and if we want '5' to be the highest value in the low range, we must set '6' as the low score threshold.


•  Send E-mail for Low Score Replies - if this box is checked, an e-mail will be sent to a clinical representative if/when a low score reply is received.

•  Survey Reply Notification List - Low Score  -  this is a comma-delimited list of e-mail addresses to whom the low score notification e-mail should be sent if/when a low score reply is received.

•  Low Score Response Message - this is the message that is sent to patients who submit a low score, e.g., 'Sorry we didn't meet your expectations - may one of our staff members contact you to see how we can improve your next visit?'
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•  Send E-mail for Middle Score Replies - if this box is checked, an e-mail will be sent to a clinical representative if/when a middle score reply is received.

•  Survey Reply Notification List - Middle Score  -  this is a comma-delimited list of e-mail addresses to whom the middle score notification e-mail should be sent if/when a middle score reply is received.

•  Middle Score Response Message - this is the message that is sent to patients who submit a middle score, e.g., 'Thanks for your visit!  What might we do to earn a high score from you next time?'
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•  High Score Threshold - see explanation above for explanation of low and high score thresholds

•  Send E-mail for High Score Replies - if this box is checked, an e-mail will be sent to a clinical representative if/when a high score reply is received.

•  Survey Reply Notification List - High Score  -  this is a comma-delimited list of e-mail addresses to whom the high score notification e-mail should be sent if/when a high score reply is received.

•  High Score Response Message - this is the message that is sent to patients who submit a high score, e.g., 'Glad we could serve you!  Would you like to visit www.wg3t9y.com and leave us a favorable review?'  The clinic could then supply a Bitly or TinyURL link to a review website (Yelp, GoogleAds, Kudzu, etc.) and allow the patient to share their experience.
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•  Send E-mail for All Survey Replies - if this box is checked, an e-mail will be sent to a clinical representative for any survey response, regardless of score.

•  Survey Reply Notification List - Any Score  -  this is a comma-delimited list of e-mail addresses to whom the all survey notification e-mail should be sent any time any patient response is received.

•  Survey Response Message - this is the message that is sent to any patients who respond to surveys UNLESS one or more of the other options are checked.  Use of high/middle/low responses will override the sending of this message.

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