Patient Surveys are a vital tool for understanding your patients' experiences, opinions, and satisfaction levels. CareStack empowers your practice to easily create, distribute, and analyse these surveys, streamlining the feedback collection process.
Let’s explore how to create and manage surveys via Reputation Management in CareStack.
Topics Covered
To begin, follow these simple steps:
Navigate to the System Menu > select Reputation Management > Survey.
Create a New Survey
To get started:
- Click + Create Survey.
- You can create a Survey from Scratch or, choose Predefined Templates.
- Predefined Templates include:
- Patient Satisfaction Survey
- Treatment Feedback Survey,
- Appointment Feedback Survey.
- Predefined Templates include:
- Enter a Survey Name.
- Click + Add Question to add questions to the survey.
- Drag and drop or click on the component to add questions to the survey.
- You can add various types of questions to the survey, such as:
- Single Choice
- Multiple Choice
- Rating (used to calculate the CSAT Score)
- Short Answer
- Long Answer
- Net Promoter Score (NPS questions)
Select the Preview tab to view the patient survey.
Once you have added the desired questions, you can choose:
- Save as Draft to continue or enable later.
-
Save and Enable to activate the survey.
- Ideal for automations and manual surveys.
-
Save & Create Automation to build the automation instantly.
- Automated surveys offer better patient reach and data collection.
Manage Surveys
To manage surveys:
- Click the sub-tabs to view All, Active, Drafts, and Inactive surveys.
- Use the Search bar to find a survey.
- View survey metrics, detailed here.
- The label indicates the survey's status: Draft, Active, or Inactive.
- Set the survey's status to Active or Inactive using the toggle.
- Clicking Save as Draft lists the survey as a Draft. Click on it to preview.
Click the three-dot menu for options like:
- Create Survey Automation
- Preview
- Duplicate
- Delete
- Click the survey to view patient responses.
- In the Preview, click Edit to make changes.
- You can edit a survey until its first response. After that, to make changes, duplicate the survey and use the new version going forward.
- To download responses, click Export Responses.
- CSV exports include: Patient Name, Location, Submission Date, Questions, & Responses.
- Click View Response for the detailed view.
In the Detailed Response modal that appears:
Click Message to reach out to the patient.
When you click Message, you can choose to either Email or Text the patient.
Survey Metrics
Let’s examine the various survey metrics on the Survey subtab and how to interpret them:
- Sent: The number of surveys sent (counted per unique appointment).
- Responded: The number of unique appointments where at least one survey response was received.
- Completion rate: Percentage of responded surveys. (Responded ÷ Sent) × 100.
-
NPS Score (Net Promoter Score): Measures the likelihood of a patient recommending your practice.
- NPS Scale: Patients rate on a 1–10 scale: Promoters (9–10), Passives (7–8), Detractors (0–6).
- NPS Benefits: Highlights loyalty, identifies issues, aids growth, and allows benchmarks.
- NPS Calculation: The percentage of Promoters minus the percentage of Detractors.
- NPS Range: -100 to 100.
-
CSAT Score: Measures patient satisfaction with a specific visit or service.
- CSAT Scale: Rated on a 1-5 star scale.
- CSAT Use Case: Reflects patient feelings about specific interactions (e.g., wait times).
- CSAT Calculation: The percentage of 4 and 5-star ratings out of all responses.
- CSAT Range: 0 to 100.
Practices can utilise this guide to explore how to create and manage surveys to gain valuable feedback from their patients.
Previous Article: Manage Reviews within Reputation Management
Next Article: Create and Manage Review Automations
Or, Return to: The Essential Guide to Reputation Management for Practice Growth