Revolutionising patient feedback

Feedback

Feedback is a patient survey and feedback management tool helping you keep your finger on the pulse of your patient experience. The best part is, it’s 100% free!                           

HealthEngine customers can activate Feedback now via the button below. 

Activate Feedback

Patient Pulse

Feedback

Get feedback on your practice from all of your patients

With Feedback, you can send short, easy to complete surveys to all your patients after their appointment, regardless of their booking method. With real-time actionable feedback on your Practice Admin Dashboard, you’ll be able to keep your finger on the pulse of your practice.

Next feature: Word of Mouth Score

Word of Mouth Score

Keep Your Finger on the Pulse of Patient Experience

Fundamental to Feedback is the Word of Mouth Score. This is simply your patient’s opinion on whether your practice is providing an experience worth recommending – an experience that will keep bringing in new patients, and make your existing patients want to stay.

Feedback is an opportunity to be a fly on the wall when your patients are out in the community.

Read more about the Word of Mouth Score
Next feature: Feedback

Help Your Practice to Flourish

Take a Data-Driven Approach to Improving Your Practice

You may believe your patients will already let you know directly if they are not happy with the service they receive. The reality is, not everyone feels comfortable providing feedback in person. Receiving a Word of Mouth survey direct to their phone allows patients to respond in their own time, and to give honest feedback – including positive recognition of helpful staff!

“From a practitioner’s standpoint, the ability to track and measure my Word of Mouth Score over time is extremely exciting, because we all know that we can’t improve what we don’t measure.”
– Dr. Marcus Tan, HealthEngine CEO

Next feature: It’s Free!

Frequently Asked Questions

How does Feedback work?

After their appointment your patients are sent a quick 3-question survey via SMS, Email and push notification if they have the HealthEngine App. All of the feedback received, including your practice’s Word of Mouth score, is easily accessible via the Feedback tab in Practice Admin.

If you’re a practice using BestPrac, Zedmed, PracSoft or D4W practice management systems, the surveys will be automatically sent to ALL of your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.

We’re dedicated to providing regular feedback from your wider patient base to all practices and we will notify you once we have rolled out this functionality for other PMS’s and all of your patients.

Who can use Feedback?

Eligible HealthEngine customers can activate Feedback now by logging in to Practice Admin.

How much does Feedback cost?

Feedback is provided to HealthEngine practice customers at no cost. It is also included in our free Patient360 Essentials plan.

What questions does the survey ask?

The survey is designed to be as quick and easy as possible for patients to complete, to encourage a high response rate while still capturing the most important feedback about their experience.

Your patients are asked 3 simple but important questions; with the 2nd question changing depending on how positively they responded to the first.

The more patients that complete the survey, the better the understanding you’ll have of your Word of Mouth score, and the deeper the insights you’ll capture to help your practice continue to improve. The last question (question 3) also contributes to the rating you receive on your HealthEngine Professional Profile.

 

Question 1

Based on your appointment today, how likely are you to recommend us to a friend, family member of colleague?
0 (Not at all likely) to 10 (Extremely likely) scale

 

Question 2

If Question 1 answered 9 -10 the following question appears:
How would you describe <Practice Name> to a friend?

If Question 1 answered 0 -8 the following question appears:
What could we do better? Your feedback will help us improve.

 

Question 3

Just to confirm, would you recommend others to this practice?
Thumbs down image                    Thumbs up image
No                                                   Yes

Who sends the SMS's and emails?

HealthEngine sends the SMS messages and emails on your practice’s behalf. All communications including, SMS, Emails and surveys are branded to appear as though they come directly from your practice. Patients will receive the communications between 1 and 2 hours after their scheduled appointment time.

If a patient has already been flagged in your Practice Management Software to be excluded from any SMS communications, they will not receive an SMS survey.

If you’re a practice using BestPrac, PracSoft or Zedmed practice management systems, the surveys will be automatically sent to all your patients, regardless of how they booked. If you’re using a different PMS, surveys will be sent to patients who have booked via HealthEngine only for the time being.

What will the SMS look like?

Patients will receive an SMS with 2 links. The first link sends the patient directly to the survey, while the second link points them to the HealthEngine app. When the patient downloads the HealthEngine app, your practice is automatically added as a favourite and will appear on the home screen of the patients app, making it easier for the them to book their next visit.

The exact sms copy is:
<practice name> would love your feedback <url>. To book next time, get our free app <url> Reply STOP to unsub

What options do my patients have?

Patients can choose to remain anonymous, and can unsubscribe from receiving any future Feedback surveys.

Will my patient data remain secure and private?

With your consent, Feedback will securely fetch the first and last name, mobile number and email address of your patients through your Practice Management Software.

HealthEngine’s standard data security and privacy policies apply. We only fetch this data for the sole purpose of sending them your Feedback survey. No other identifying information or medical information is sought in this process. All information is transmitted securely to HealthEngine, and no information is ever passed on to a third-party. Patients can also choose to keep their survey response anonymous.

Find out what patients really think about your practice, with Feedback

If you’re a HealthEngine customer you can activate Feedback  yourself, via your Practice Admin dashboard.

Click here to login to Practice Admin