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Thank you for selecting the UltimateQ™ as your practice patient feedback system. The UltimateQ™ is intended to form part of an overall quality improvement system in your practice. This user guide will assist you in maximising the benefit to your practice of your software purchase.
We suggest you make a cuppa and read it end-to-end so you understand the full functionality of the product and can best apply the appropriate processes in your practice.
A Patient Satisfaction Score (PSS) is a simple metric for customer loyalty and practice advocacy, based on a single question, ‘Based on your experience today, how likely are you to recommend our practice to your family and friends?’. Your customers rate your service on a scale of 0-10, and are categorised into three groups accordingly:
The Patient Satisfaction Score (PSS) is calculated as the difference between the percentage of Supporters and Critics. The PSS is not expressed as a percentage but as an absolute number lying between -100 and +100. For instance, if you have 25% Supporters, 55% Indifferents and 20% Critics, the PSS will be +5. Generally, a number below 0 is considered to be a low score, a number between 1 and 30 a medium score and a number between 31 and 100 a high score. We will provide further industry-specific analysis on scores from time to time.
The practice survey is just one question which is “Based on your experience today how likely are you to recommend this practice to family and friends” similar to a Net promoter score you are going to give a score of one to ten. You will note that if you give a lower score the question underneath comes up “what needs urgent attention now” a moderate score will bring up “in what areas could we improve” and a score of eight, nine or ten will bring up “what did we do well”.
The options underneath are based on the standards, you can select more than one of the areas underpinning that score if you wish to, and there is also the opportunity to add a comment, then you hit submit. This will pop you through to the thankyou screen. Results will flow through in real time to your practice dashboard which will give you the opportunity to regularly check and act upon feedback received.
From the web browser* on your computer enter the URL ultimateq.health. In the top right corner you will see the words “Sign in” next to the “Get started” button. Click on the “Sign in” text to open the login screen. Enter your email address and password. If you are unsure of your password you can use the reset password feature to create and/or reset your password.
*Google Chrome is the preferred web browser.
Once you have the portal open the first thing you will need to do is update your practice details. You can do this by clicking on the orange text on the portal homepage "edit practice details". In this section you can also upload your practice logo which will appear on your practice posters. To get back to the home screen of the portal from this page click on the word "surveys" at the top left of the screen.
When you have the portal open click on the small arrow at the at the top right hand corner of the screen. This will make a menu appear from which you can select "Change Plan".
The optimal way to have patients complete the survey for UltimateQ™ Lite is to have them scan the QR code on their own device which will bring up the survey through their device’s web browser. In the portal there is a poster available which you can print and display in your practice to enable patients to scan your practice QR code.
In our experience putting several posters up is helpful in achieving a strong response rate. Consider if laminating these is appropriate for your practice or if you would like to reprint them from time to time to ensure a clean appearance.
Note that you have a unique URL that is generated for your practice. You can do whatever you like with that URL once you pay for a subscription, you can send it out via your existing reminder system that you have, you can also send it out via emails, you can have a QR code displayed in the practice where that URL is shown as a picture that patients can scan onto their own device, and you can also have our patient feedback kiosk which is an iPad-based system.
You can download a CSV (comma separated values) file of your data for analysis. This can be analysed in a number of applications, the most common being Microsoft Excel. You can import the CSV file into Excel by selecting import from the file menu. When importing the file select Comma as the delimiter to ensure the data appears correctly in the spreadsheet. The import wizard also has the ability to select the data format applicable to each column.
Now that you have got started with the UltimateQ™ be sure to use the information you gather to drive improvements in you practice. As part of your subscription, you will receive our fortnightly e-news Insights with helpful information for quality improvement in your practice.
UltimateQ™ Premium subscribers have two options for displaying the survey in the practice, including an optional hardware pack. The basic option is to have patients scan the QR code on their own device which will bring up the survey through their device’s web browser. In the portal there is a poster available which you can print and display in your practice to enable patients to scan your practice QR code.
Note that you have a unique URL that is generated for your practice. You can do whatever you like with that URL once you pay for a subscription, you can send it out via your existing reminder system that you have, you can also send it out via emails, you can have a QR code displayed in the practice where that URL is shown as a picture that patients can scan onto their own device, and you can also have our patient feedback kiosk which is an iPad-based system.
If you have purchased an optional hardware pack you will receive this in two shipments. The first shipment will be from BossTab and will be your kiosk stand. The second shipment will be your iPad. Once you have both shipments refer to the included instructions to assemble the BossTab Elite Evo stand. Alternatively, these instructions can be found on the BossTab Website.
Important Note: To turn on and set up your new iPad you will need login details for your practice internet connection and your practice shortname (Account ID) from within the practice portal. Please do not connect your iPad to your computer.
1. Press the power button (see Apple for button instructions, if needed)
The survey should then load. If for some reason the iPad powers off or the survey doesn’t load correctly press the top button and home button simultaneously for 30 seconds. You will need to re-enter your practice shortname if this happens – so keep it handy.
You can download a CSV (comma separated values) file of your data for analysis. This can be analysed in a number of applications, the most common being Microsoft Excel. You can import the CSV file into Excel by selecting import from the file menu. When importing the file select Comma as the delimiter to ensure the data appears correctly in the spreadsheet. The import wizard also has the ability to select the data format applicable to each column.
The UltimateQ survey tools feature within the portal will enable you to create a full long form survey for your practice at accreditation time. We are working on a feature to enable you to select just three questions under each topic heading. At this stage you have a full accreditation survey with all questions available for you to use. To access this feature go to the Long Accreditation Survey line in the portal and select to print your QR poster, copy your URL, and download a CSV of the survey results in the same method as for the Patient Satisfaction Survey.
By clicking the "Download form" text you can access a copy of this survey in a format suitable to print. When printing surveys be mindful that you will then need to enter the results via the survey link (as though you were completing the survey).
For premium subscribers who have purchased a hardware pack/kiosk there is an option to change the survey that appears on the kiosk at accreditation time. To do this you click on the green "Set as Feedback Form" button next to the Long Accreditation Survey. You will also need to refresh the screen on the iPad by holding the two buttons for 30 seconds and re-entering the practice Account ID. The kiosk can then be switched back to the Patient Satisfaction Survey after the accreditation survey is complete by clicking on the corresponding button in the dashboard and repeating the refresh process on the iPad.
The premium version of the dashboard will act as a repository of information on feedback received on your practice over time. You can use it to measure change in scores over time and to compare your practice with your peers. As more data becomes available to you over time we will provide additional support to your practice (webinars and other resources) to ensure you make the most of feedback received.
Our team at HealthConex will monitor survey results and will provide helpful advice on how to improve response rates. The response rate will mostly be determined by the level of commitment practice staff display in reminding patients to complete the survey, but there are still some things we can look at to improve the visibility and take-up of your survey.
Premium subscribers will have access to webinar series and other resources on how to make patient feedback work for you. This will include networking opportunities with peers on how they have actioned feedback and ways to communicate change in the practice.
Now that you have got started with the UltimateQ be sure to use the information you gather to drive improvements in you practice. As part of your subscription, you will receive our fortnightly e-news Insights with helpful information for quality improvement in your practice.