TheraOffice PE Surveys Set Up
Description:
TheraOffice PE: Surveys are a feature which enables you to send patient engagement surveys out to patients based on triggers in TheraOffice and enables the results of those surveys to be reflected in TheraOffice. This guide will walk you though the set up of this feature once it has been enabled for your database by TheraOffice.
For usage instructions, please see this help article.
Applies To:
TheraOffice Web, version .17 or above**
Steps:
The above image shows the location of TheraOffice PE Settings in the Administrator menu.
1.Start by opening the TheraOffice PE Settings from the Administrator menu.
2.This will open the PE Settings tab.
The image above illustrates the website theme dropdown.
3.Select your website theme from the General Settings section. This will be the color scheme which your patients will see when filling out their engagement surveys.
The image seen above shows the Review Page URL highlighted in yellow.
4.In the Surveys section, copy the URL where you would like patients to be sent to post a review if they rate their likelihood to recommend your clinic a 9 or a 10. This could be any platform you like, such as Google Business Pages or Yelp.
The above image includes the Survey Task options highlighted in yellow.
5.If you would like a task to be automatically created to notify staff when a survey has been completed, you will need to create these task types in Task Types, then enable Create Task on Completed Survey. The next three options are used to create tasks for staff dependent on where they fall on the NPS Survey. This will enable you to follow up if necessary according to your clinic's policy.
The above image shows the Task Distribution list and Task Type fields highlighted in yellow.
6.Next, select the group of staff members you would like to receive these survey tasks and how you would like those tasks to be categorized.
7.Once you have set up your survey tasks, click Design Surveys.
8.Click Add Survey to create a new survey type. You can create multiple surveys if you would like.
The above image represents the Survey Information designer with available questions and questions in survey. The Add (yellow) and Remove (pink) buttons have been highlighted.
9.TheraOffice PE comes with many default questions you can use if you wish. To add these to the survey, highlight the desired question and use the Right Arrow (yellow) to move it from the Available Questions column to the Questions in Survey column. Conversely, if you wish to remove a question from the survey, highlight it and select the Left Arrow (pink).
10. If you would like your survey to generate an NPS Score for your patients, you should enable the question, "How likely is it that you would recommend this company to a friend of colleague?" This question is rated on a scale of 0-10, with 0-6 scores considered detractors, 7 or 8 passive, and 9 or 10 promoters. This is used to route promoters to leave a review and will appear in TheraOffice later to help you to intervene with patients who may need additional support to improve their experience.
11.You can use the up and down arrows to reorder questions within the survey if desired.
The image above shows the Survey Question designer with the input type controls expanded.
12.If you prefer to write your own questions or change the wording of an existing one, select Question Designer from the top ribbon within the Surveys window.
a.You can format questions any way you wish using the Input Type drop down. If your selection includes predetermined choices, you will need to create those as well.
b. When creating multi-choice questions, you will need to select in the value type column whether those choices will be text or numeric. In most instances, this will be text and the value will match the choice. However, if you would like the results to be weighted, you would select a numeric value type and weight the values accordingly. Keep in mind that the value column reflects how the patients' answers will import back into TheraOffice.
13.Once satisfied, click Save & Close to save your survey. This will close the survey window and take you back to the TheraOffice PE Settings page.
The image above illustrated the Appointment Type and Document Type options highlighted in yellow.
14.Once you have created your desired surveys, select the triggers in the software which will determine when an engagement survey is sent. You can choose from Appointment Types or Document Types. If you have multiple survey types, you can create multiple triggers.
a.If you choose Appointment Types, a survey will be sent to the patient upon this appointment type being checked in.
b.If you choose Document Type, a survey will be sent to the patient when a document of that type is locked.
****There is an additional cost and sign up associated with TheraOffice PE. Please contact customer supportfor more information.