Your Role in the Esurvey Process Workbook

Your Role in the eSurvey Process Workbook

This workbook should be used in conjunction with the “Your Role in the eSurvey Process” document to develop your internal email collection practices.

Importance of Email Addresses

To get started, answer the following, “How does our organization use patient email addresses today?”

Opportunities and Ways to Request Patient Email Addresses

There are many opportunities to request email addresses from patients. On the next three pages we will examine the three most popular– scheduling, check-in, and discharge.

For each opportunity you will find two helpful examples of ways to request patient email addresses, General and Patient Satisfaction specific.

• The General approach is designed for organizations that collect patient email addresses for several reasons. It treats the email address as a vital piece of the patient’s contact information, like a phone number or home address.
• The Patient Satisfaction approach is more direct and will be useful for those organizations collecting email addresses only for surveying purposes.

Directions:
Read each example below and think back to the reasons you collect email addresses, think about your patient population, and then create your own request!

You’ll find there is more than enough space to write several requests.

Don’t forget to write down the reasons why you drafted the request this way.

Scheduling or Pre-Registration:

Check-in:

Check-out or Discharge:

Reviewing your Patient Email Registration System

Patient Registration systems vary greatly from organization to organization. Understanding the unique features and requirements of your system is important for consistently being able to review the success of your email collection process. Let’s review your registration system:

Copy and paste a screenshot of the Email Entry portion of your Registration Page Here

Best Practices for Entering Email Addresses

What happens when patients refuse to share email addresses or do not have them? It is absolutely appropriate for a patient to refuse or not have an email address. If they do not have an email address or refuse, feel comfortable responding with, “I understand. Thank you.”

How will you ensure that this information is noted in your registration system? There are three options, depending on your registration system. Checkmark the box for the option your organization will use:

• Do not leave the email address field blank unless you…

• Have a blank field in your IT system that allows your staff to enter in why the patient did not provide this information. This will give additional insight in the future for your staff to ask for this information again or update it (Best Practice).

• Enter code words in the email address field

• If your IT system does not have an additional field where you can include why a patient does not have an email address, enter code words in the email address field. Examples include:

–“Refused”- Do not ask these patients for email addresses during future visits.

–“No Email Address”- Ask these patients for email addresses during future visits.

• Do not enter fake email addresses in the system:

• If your IT system requires you to enter an email address, make sure you inform your Press Ganey account team, anduse:

–refused@(yourorganizationdomain).org

–noemail@(yourorganizationdomain).org

Optimizing Survey Participation

It is always important to inform your patients that they may receive a survey. Press Ganey recommends reminding the patient that the survey is Q.U.I.C.K.!

Q is for Quick. “The survey should only take 5-10 minutes to complete.”

U is for Unique. “Your unique experience and feedback matters to us. Every voice counts.”

I is for Improvement. “Your feedback will be used to improve the care you receive from us in the future.”

C is for Confidential. “We keep your personal information and feedback confidential.”

K is for Knowledge. “Help us understand. We can’t change what we don’t know.”

Here’s one way to request patient participation:

“You may receive an electronic survey from our patient satisfaction partners at Press Ganey Associates. Please take the time to complete it. Your results are confidential and we will use your feedback to make the care here even better!”

How would you request that a patient responds to the survey? Share your response below:

Answering Frequently Asked Questions

What are some Frequently Asked Questions that you hear from patients? Write them below, as well as the answer you should provide to patients when they ask these questions:

© 2013 Press Ganey Associates, Inc.