Patient Satisfaction Survey E-mail Settings

athenaCollector + athenaClinicals + athenaCommunicator

athenaOne for Hospitals & Health Systems

This page allows you to disable and reenable patient satisfaction surveys for selected departments or providers. You can use this page only if the practice as a whole has the patient satisfaction survey feature enabled.

Note: To disable or enable patient satisfaction surveys for your entire practice, you must contact the CSC by selecting Support > Create Case or Call in the Main Menu.

 

On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Patient Satisfaction Survey, click Patient Satisfaction Survey Email Settings

 

 

 

To disable or reenable patient satisfaction surveys for selected departments or providers, you must have the Communicator Admin role.

 

 

 

  1. Display the Patient Satisfaction Survey E-mail Settings page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Patient Satisfaction Survey, click Patient Satisfaction Survey Email Settings.
    The Patient Satisfaction Survey E-mail Settings page opens, with the practice-wide setting displayed.
  2. To view the patient satisfaction survey setting for one department, you can click the department name on the left side of the page.
  3. To view the patient satisfaction survey setting for more than one department:
    1. Filter by — Select Department from the menu, and then select one or more departments from the list.
      Note: If your practice uses Communicator Brands, you see the brand names in the filter list. Click the plus sign next to a brand name to display the departments included in that brand.
    2. Click Filter.

    All selected departments appear in the list on the left side of the page. The patient satisfaction survey setting for the first department in the list appears on the right side of the page.

  4. To view the patient satisfaction survey setting for one of the other departments that you selected, click the name of the department on the left side of the page.
  5. To view the patient satisfaction survey setting for a different group of departments or providers, click the cancel icon to the right of the Filter by menu. You can then reset your filter options.

 

  1. Display the Patient Satisfaction Survey E-mail Settings page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Patient Satisfaction Survey, click Patient Satisfaction Survey Email Settings.
    The Patient Satisfaction Survey E-mail Settings page opens, with the practice-wide setting displayed.
  2. To view the patient satisfaction survey setting for one provider, you can click the provider name on the left side of the page. (Expand a department name to see the provider names.)
  3. To view the patient satisfaction survey setting for more than one provider:
    1. Filter by — Select Provider from the menu, and then select one or more providers from the list.
    2. Click Filter.

    All selected providers appear in the list on the left side of the page. The patient satisfaction survey setting for the first provider in the list appears on the right side of the page.

    Note: If a selected provider works in more than one department, the provider name appears under each department on the left side of the page.

  4. To view the patient satisfaction survey setting for the same provider in a different department or to view the setting for one of the other providers that you selected, click the name of the provider on the left side of the page.
  5. To view the patient satisfaction survey setting for a different group of providers or departments, click the cancel icon to the right of the Filter by menu. You can then reset your filter options.

 

 

Note: To disable or reenable patient satisfaction surveys for selected departments, you must have the Communicator Admin role.

  1. Display the Patient Satisfaction Survey E-mail Settings page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Patient Satisfaction Survey, click Patient Satisfaction Survey Email Settings.
    The Patient Satisfaction Survey E-mail Settings page opens, with the practice-wide setting displayed.
  2. Filter by — Select Department from the menu.
    The list of departments appears on the right side of the page.
    Note: If your practice uses Communicator Brands, the departments are organized under the brand names in the list. Click the plus sign next to a brand name to display the departments included in a brand.
  3. Select the departments from the list and then click Filter.
    The setting for the first selected department appears on the right side of the page.
  4. Edit the patient satisfaction survey setting for one department or all selected departments.
    • To edit the setting for one department, select the department to edit from the list on the left side of the page and then click Edit.
    • To edit the setting for all the selected departments, click Bulk Edit.
  5. Use practice settings — If you previously configured a custom setting for the selected departments, select this option to remove the custom setting and use the practice setting instead.
  6. Use custom settings — If you need to customize the setting for the selected departments, select this option.
  7. E-mail settings — Select or deselect this option to enable or disable patient satisfaction surveys for the selected departments.
  8. Click Save.

 

 

Note: To disable or reenable patient satisfaction surveys for selected providers, you must have the Communicator Admin role.

  1. Display the Patient Satisfaction Survey E-mail Settings page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Patient Satisfaction Survey, click Patient Satisfaction Survey Email Settings.
    The Patient Satisfaction Survey E-mail Settings page opens, with the practice-wide setting displayed.
  2. Filter by — Select Provider from the menu.
    The list of providers appears on the right side of the page.
  3. Select the providers from the list and then click Filter.
    The setting for the first selected provider appears on the right side of the page.
  4. Edit the patient satisfaction survey setting for one provider or all selected providers.
    • To edit the setting for one provider, select the provider to edit from the list on the left side of the page and then click Edit.
    • To edit the setting for all the selected providers, click Bulk Edit.

    Note: To edit the setting for a provider who works in more than one department so that the setting is the same for that provider in all departments, select the provider in the Filter by menu, click Filter, and then click Bulk Edit.

  5. Use department settings — If you previously configured custom settings, you can select this option to remove the custom settings and use the department settings instead.
  6. Use custom settings — If you need to customize the setting for the selected providers, select this option.
  7. E-mail settings — Select or deselect this option to enable or disable patient satisfaction surveys for the selected providers.
  8. Click Save.

 

 

To opt in or opt out of patient satisfaction surveys, you can create a support case on the Success Community.

  1. On the Main Menu, click Support and then click Create Case or Call.
    The case classification page appears.
  2. Click the Patient Communications category.
    The Patient Communications subcategories appear.
  3. Click Patient Satisfaction Survey Opt-In/Opt-Out and then click Create Online Case.
    The case creation page appears.
  4. Enter the information requested in the fields.
    Note: In the Description field, make sure to specify whether you want to opt in to the patient satisfaction survey feature or opt out of the feature.
  5. Click Create Online Case.
    A case confirmation page appears with the case number.

 

 

 

Patient satisfaction affects every aspect of your practice, from revenue to clinical outcomes. The patient satisfaction survey and the Patient Satisfaction dashboard enable you to track and analyze patient satisfaction performance so that you know how well you are satisfying patients and can take action to improve your score.

 

With the integrated MedStatix survey service, you can measure your patients' satisfaction with your practice. MedStatix, an athenahealth Marketplace partner, surveys patients after their appointments and sends a monthly satisfaction score for each provider to athenaOne. This score gauges patient perspectives on the care they receive and helps your practice support patient retention and loyalty.

 

MedStatix patient surveys are built into athenaOne and are available at no additional cost to practices using all three athenaOne products (athenaCollector, athenaClinicals, and athenaCommunicator). For practices participating in satisfaction-related reimbursement models, such as accountable care organizations (ACOs), these surveys are an easy way to gain insight into patient satisfaction prior to formal survey reporting.

 

Note: For more information about the patient satisfaction survey feature, see Patient Satisfaction Survey Resources on the Success Community. For deeper insights into each survey measure and access to additional analytic tools, please contact MedStatix via the athenahealth Marketplace.

 

For more information, see Patient Satisfaction Surveys.

 

 

If your practice receives the patient satisfaction surveys but you want to exclude specific departments or providers from the surveys, you can use the Patient Satisfaction Survey E-mail Settings page to change the setting for the departments or providers.

Note: If your practice uses the Provider Drop-downs feature, providers appear under departments according to the mapping on the Provider Drop-Downs page.

 

If your practice does not receive the patient satisfaction surveys but you want to enable the surveys, see "To change your access to patient satisfaction surveys by creating a service request."

 

 

 

When you open the Patient Satisfaction Survey E-mail Settings page, the practice-wide settings appear on the right side of the page. The left side of the page displays the practice name, brand names (if you use the Communicator Brands feature), department names, and provider names.

  • Department names appear under brand names (if you use brands)
  • Provider names appear under department names (expand the department name to display the provider names)

Click a department or provider name on the left side of the page to display the patient satisfaction survey setting on the right side of the page.

 

 

 

You can use the Filter by menu on the left side of the page to display these filter options:

  • Department — Use this option to select multiple departments. If your practice uses Communicator Brands, click the plus sign next to the brand name to display the list of departments.
  • Provider — Use this option to select multiple providers.

After you select the departments or providers, click Filter to create the filtered list of items on the left.

Note: If your practice uses the Communicator Brands feature, the brands appear in the list but are grayed out. Patient satisfaction survey email settings cannot be viewed or edited at the brand level.

 

 

 

On the left side of the page, providers are listed under departments.

  • If your practice uses the Provider Drop-downs feature — Providers are listed according to the mapping on the Provider Drop-Downs page.
  • If your practice does not use the Provider Drop-downs feature — Providers are listed based on their scheduling history. For example, if a patient has been scheduled with Dr. Smith in the Rome office, Dr. Smith appears under the Rome office.

 

 

If a department or provider has custom settings for patient satisfaction surveys, a star appears next to the department or provider name.

  • For a department, custom settings are settings that differ from the practice settings.
  • For a provider, custom settings are settings that differ from the department settings.

 

 

A bulk edit applies the same edits to all selected departments or providers. Use the Bulk Edit button to make the same edits to the patient satisfaction survey setting for:

  • Multiple departments
  • One department listed under multiple brands (the settings for the department will be the same under all brands after a bulk edit)
  • Multiple providers
  • One provider listed under multiple departments (the settings for the provider will be the same in all departments that include the provider after a bulk edit)

When you click the Bulk Edit button, the heading on the right side of the page says "Edit Settings for Multiple Departments" or "Edit Settings for Multiple Providers."

 

 

 

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