Issue 6, April 25, 2019
In this week’s issue :
– What the Patient Sees: How To Update the Name of Your Practce’s Survey.
– Have a Provider Changing Locations? What Happens with Their Historical Data.
– Using M3-Patient Experience to Identify Potential Areas for Service Improvement.
Happy Reading 🙂
What the Patient Sees: How To Update the Name of Your Practce’s Survey
Someone asked me recently how they could update the name of their practice as it appears to the patient when taking the survey. Well, it’s pretty straight forward, but it does have to be updated in a few different places. Here’s how.
- Login to M3-Patient Experience
- Click “Manage Survey”
- Where it reads, “Public Survey Display Name”, enter the new name and click “Save Changes”.
From the same page you may also change the survey name as it is displayed within the M3 system; just type the new name in the area where it reads, “Internal Survey Name”, and of course don’t forget to click “Save Changes”.
Lastly, you’ll also need to change the survey name in the “Welcome Message” and “Closing Message”. To do so, scroll down on the “Manage Survey” page and there you’ll find the current text for both the “Welcome Message” and the “Closing Message”. The survey name will be in the signature block. Update the signature block as needed and then click “Save Changes”.
Have a Provider Changing Locations? What Happens with Their Historical Data
It’s not unusual for providers to occasionally relocate from one clinic to another clinic, within the same organization. Whenever that happens there are two options to taking care of that provider’s historical M3 data; 1) leave the historical data in the survey where the provider was practicing before the move, or 2) move the historical data into the provider’s new clinic survey.
In most cases, leaving the historical data at the clinic facility where the provider was practicing when the survey responses were submitted is the most logical option, especially if the “old” clinic is still open and operational.
In other situations it may be appropriate to move the historical data into the new M3 survey. Whenever historical data needs to be moved, we are glad to assist, just let us know.
Using M3-Patient Experience to Identify Potential Areas for Service Improvement
Using the Favorable/Unfavorable graphic, as shown above, will often times point to areas of opportunity for service improvement. To access the Favorable/Unfavorable graphic, do the following.
1) Login to M3-Patient Experience
2) Click “Reporting”
3) Click “Survey Overview”
2) Click “Reporting”
3) Click “Survey Overview”
When the “Survey Overview” page loads up, scroll down below the blue bar chart and below the trend line graph. Toward the bottom of the “Survey Overview” page you’ll see the Favorable/Unfavorable graph on the left-hand side of the page.
The “Survey Overview” page defaults to “All Providers” and a date range of “Month to Date”.
The “All Providers” section represents the aggregated performance of all of the providers at your practice and may be used to find opportunities at the clinic-level. Click the “Providers” drop down to select a specific provider to find opportunities unique to that specific provider’s practice.
Unless it’s past the middle of the month, using the “Month-to-Date” date range may not include enough surveys responses to generate reliable survey results. Try using “Year-to-Date” or another, broader date range that will increase the survey sample size.
How the Favorable/Unfavorable percentages are calculated:
5-Point Scale: For those questions that use the 5-point rating scale of; Strongly Agree, Agree, Neither, Disagree, and Strongly Disagree, the Strongly Agree and Agree responses are classified as Favorable, and the Strongly Disagree and Disagree responses are classified as Unfavorable. Patients that respond with “Neither” are not included on the Favorable/Unfavorable graph.
4-Point Scale: For those questions that use the 4-point rating scale of; Always, Usually, Sometimes, and Never; Always and Usually responses are classified as Favorable, and Sometimes and Never responses are classified as Unfavorable.
The calculation is pretty straight forward. For the percent Favorable, the number of Favorable responses is divided by the Total number of responses. Likewise, for the percent Unfavorable, the number of Unfavorable responses is divided by the Total number of responses.
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Have a great Thinking Thursday!
Jerry L. Stone