| 1. Do I have to use one survey method to capture patient experience information or can I use all three (email, kiosk, or paper)? | |
You can use any combination of survey methods to capture feedback from the patient: email, computer kiosk, or paper/return envelope. PatientImpact has found that there is no statistically significant difference between responses captured electronically or via paper.
Email response rates tend to be higher than paper or kiosk approaches, but you may use whatever method(s) work best for your patient base.
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| 2. How does the email survey method work? (Click here to go to Electronic Survey Distribution) | |
Ideally, when a patient schedules their appointment, you ask them for their email address and enter it into your scheduling system. Otherwise, when a patient shows up for their visit you ask them to complete the PatientImpact registration form (supplied by PatientImpact) which asks for name, date of birth, and email address.
After the patient's visit, go to www.patientimpactapp.com, and "register" the patient. After entering the patients email address into the system, an email is instantly sent inviting the patient to participate in the survey by clicking an encrypted link. The patient types their date of birth into the system to authenticate that they are the appropriate person to be taking the survey, and then clicks through the responses.
If your organization has a scheduling/billing system and are already capturing patient emails, PatientImpact can program an export application to automatically upload patient emails (and some demographic information) daily from your system into PatientImpact's application. If this is a feature you are interested in, please call (847) 853-4314 or email info@patientimpact.com for more information.
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| 4. How do I add questions to my survey? | |
When you sign up for your service, you instantly get access to the standard survey for your type of practice. You can customize the survey by contacting PatientImpact. Please e-mail us at info@patientimpact.com with your new questions and a customer service representative will get back to you with confirmation of these questions and instructions for rolling out the new survey. We will have your new survey up and running in no time!
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| 5. How do I receive training on the patient survey process? | |
Once you sign up, you will have access to our Getting Started Guide, Training Overview, and Product Manual. In addition, PatientImpact conducts training over the Internet through an online meeting service. Training normally takes less than 30 minutes. We walk you through how to email patients surveys or distribute surveys via paper or through kiosk. We also walk you through all the online reports.
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| 6. How quickly can I see the survey results? | |
Surveys completed electronically compile results immediately. Paper surveys that are returned to PatientImpact for data entry are input into the system within 48 hours. Our other reports are easier to view if we "batch" our data each night; the greatest lag time you will see are results entered from the previous day
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| 7. Who am I being compared to? | |
This answer is changing every day as we add new practices to our database! We currently have outpatient imaging centers, orthopedic practices, gastroenterology practices, and primary care practices in our database. Our survey is flexible and allows for comparisons across different types of outpatient settings as well as by type of facility or specialty. Even if we do not have practices in the database like yours today, you can compare your own performance against yourself over time. Our Annual Statistical Report also provide statistical analyses that compare observed satisfaction scores to expected scores derived from the demographics of your patient mix.
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| 8. Who can see my results? Can other facilities? | |
No one can access the results of your surveys except you and your designees. Any results that are compiled for your practice in total are blinded before being shown to another practice (e.g., "Center B" has the best scheduling score in the database). PatientImpact may use the data in the database to write articles or reports, but we will not reveal the names of any of the practices without prior consent.
We have served as "connectors" introducing clients to one another to share success stories and how they have handled complex problems. PatientImpact asks each client if they are willing, then makes the appropriate introductions.
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| 9. How will I know when my results are considered "statistically significant?" | |
For those of you with more advanced statistical knowledge, you'll understand that a certain volume of results is required before those results are representative of your patient base as a whole (or in part). For example, if you want to know if the results of your females over the age of 65 are a representative sample, you will need to have surveyed a fair number of them. If you choose to receive our Annual Statistical Reports you will receive summaries that use regression analyses to identify satisfaction drivers, profiles of most satisfied patients, and summaries of the statistical significance of your respondents. Additional statistical analyses are also available through optional consulting projects.
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| 10. Can I "private label" the site? | |
If you would like to incorporate your logo onto the PatientImpact site for patients to see when completing surveys electronically, or for your users to see when running PatientImpact reports or registering patients, please email your logo to info@patientimpact.com. Logo's should be in GIF format with a transparent background.
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| 12. I would rather be billed via an invoice than give you my credit card. Can I do this? | |
Sure, we'd be happy to bill you. Please please call us at 847-853-4314 and one of our customer service representatives will be happy to take your order and set-up a monthly or quarterly billing schedule.
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| 13. Does PatientImpact offer any one-time surveys for practices? Why is your survey product structured as an ongoing license? | |
We believe that practices need to continually monitor the pulse of their patients and view that information over time to best understand key trends and issues. Our application is more of a management tool that can be used daily or weekly, rather than a report that is looked at once and put on the shelf. As the needs in the market evolve and the patient base ages, patients' primary concerns and issues change too. Our minimum contract is for three months - short in the total life cycle of a practice - but sufficient to provide you with an opportunity to test our product and identify for yourself how important patient feedback is to the management of your practice.
If you would like to gain insight into other customer groups (e.g., referral physicians), we do provide one-time survey services. Please see the information regarding referral physician market research.
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| 14. How expensive are your consulting services? | |
Consulting services are priced according to the scope of the project; therefore prices have a fairly wide range. We understand the financial pressures of operating a practice and have priced our services very reasonably.
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