Customer satisfaction measurement

GENERAL DESCRIPTION

Within the Medio system, we offer the possibility to send customer satisfaction questionnaires, which help us to assess customer satisfaction with the services provided. The use of these surveys can be an important tool for healthcare institutions, as they can collect valuable feedback to improve their services and thus the overall patient experience.

Add a new questionnaire

Create a new questionnaire for the Investigation notifications -> Customer satisfaction measurement menu item.

IMPORTANT: There is a charge for sending out questionnaires (this is indicated before each questionnaire).

Set default settings

In the basic settings, you can specify the title of the questionnaire, an information text and the time of sending.

The information text is displayed at the beginning of the questionnaire, where basic information can be given to the respondent, but is not mandatory.

In the questionnaire, the institution has the option to attach its Google Maps account, thus providing direct access to the evaluation platform there. This requires an evaluation link which can be accessed within the Google Company Profile.

IMPORTANT: This can only be transferred to the google review if the reviewer has given positive feedback. On a scale of 1 to 5, this is 4-5-rating, on a scale of 1 to 10, from 8-9-10-means an assessment of.

After clicking on the button:

In addition, you can set whether to request additional information, a detailed explanation of the disagreement in case of negative reviews. Here you can also add an initial text to encourage the respondent to explain the reason for their disagreement.

This is what the questionnaire looks like:

Questionnaires can be sent to doctors and can be customised by selecting the doctors in the list of doctors belonging to the institution for whom it is appropriate to send a questionnaire. This allows institutions to target the questionnaire to only those doctors where feedback is particularly important.

The email can contain a so-called banner, which inserts an image into the sent email, or a link that can be set to redirect the filler to another page.

Add questions

Basically, the questionnaire offers three types of evaluation that the evaluator can use to give his/her opinion.

Rating from 1 to 5
Rating from 1 to 10
Explicit evaluation

Any number of these assessments can be given, each with a separate question. Once saved, these questions cannot be modified, only deleted or their order can be changed.

Tracking results

The follow-up of the results of the questionnaires is also Investigation notifications -> Customer satisfaction measurement available at. Here you can find all the questionnaires created and their basic data (e.g. number of completions, completion rate, cost).

You can delete questionnaires in the same menu item, or returned data can be downloaded here.

Important: The data are downloaded in csv format.

The patient has the possibility to unsubscribe from the evaluation email. If this is done, the patient will no longer receive this type of email. The patient who has unsubscribed from the newsletter can also be downloaded from Unsubscribe under point.

On this page you will also find the cost accounting, where you can see how the monthly costs have been calculated over the past months and how many emails have been sent in total.