Revolutionising patient feedback

Patient Pulse

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

We are excited to announce that Patient Pulse will soon be available to all AHPRA registered health practitioners, including non HealthEngine customers.

HealthEngine customers can activate Patient Pulse now and AHPRA practices can register their interest for the release. 

Activate Patient Pulse Register Interest

Patient Pulse

Patient Pulse

Get feedback on your practice from all of your patients

With Patient Pulse, 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.

96% of practices say patient feedback is crucial for their business

Read more about Feedback
Next feature: Word of Mouth Score

Word of Mouth Score

Keep Your Finger on the Pulse of Patient Experience

Fundamental to Patient Pulse 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.

Patient Pulse 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 Patient Pulse work?

After their appointment your patients are sent a quick 2-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 new Patient Pulse tab in Practice Admin.

If you’re a practice using BestPrac, Zedmed or PracSoft 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 Patient Pulse?

We are excited to announce that Patient Pulse will soon be available to all AHPRA registered health practitioners, including non HealthEngine customers.

HealthEngine customers can activate Patient Pulse now by logging in to Practice Admin and AHPRA practices can register their interest for the release by filling out the form on this page.

How much does Patient Pulse cost?

Nothing! Patient Pulse is provided to practices at no cost, HealthEngine will cover the cost of setup, and all SMS and Email costs.

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 2 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, the deeper the insights you’ll capture to help your practice continue to improve, and more reviews you’ll 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 Patient Pulse surveys.

Will my patient data remain secure and private?

With your consent, Patient Pulse 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 Patient Pulse 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.

Patient Pulse is Free for HealthEngine Customers

Log in to Practice Admin and start receiving free feedback today via the Patient Pulse tab.

Activate Patient Pulse

Find Out More

Find out what patients really think about your practice, with Patient Pulse

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

Click here to login to Practice Admin

If you’re not a HealthEngine customer you can Register Your Interest for Patient Pulse by completing the form to the right. Once Patient Pulse is ready, you’ll be the first to know.

If You're Not an Existing HealthEngine Customer, Register Your Interest in Patient Pulse




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