904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
®
Measuring, Monitoring, and Maximizing Patient Loyalty
M3 Version 5.0Quick Reference Guide
January 2020
Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
Table of Contents
3Reporting:
Recent Results, Flash ReportSurvey OverviewBenchmark ComparisonsTrending ReportsPercentiles By Measure
67
101112
Managing the Survey:General Survey SettingsManage LocationsManage ProvidersManage QuestionsManage Custom Questions
1314151617
Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Administration:Manage UsersManage Emails & Notifications
Send Patient EmailsManage Patient EmailsView Sent EmailsEdit Patient EmailInternal Email Recipients
18
1920212223
Follow-up Monitoring
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
“Follow-up Monitoring”Foster Patient Loyalty and Reduce Malpractice Risks
Whenever one of the three conditions are met, immediately upon logging into M3 a link that reads, “SurveysRequiring Follow-up” will appear on the opening page titled, “Your Surveys”.
Follow-up Criteria:1 - Patient Requested to be Contacted
Or2 - Patient Left a CommentAND Tagged the Comment as “Unfavorable”
Or- Patient Left a score of 6 or less on the Recommend Question
Sample Practice Medical Group
3 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Confidential Copyright © 2016 MedicalGPS, LLC All Rights Reserved
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
“Follow-up Monitoring”Foster Patient Loyalty and Reduce Malpractice Risks
When the “Surveys Requiring Follow-up” page loads up, click the link inthe far, left-hand column that reads, “Follow-up” to enter follow-up notes.
Sample Practice Medical Group
4
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
“Follow-up Monitoring”Foster Patient Loyalty
Enter follow-up and action takennotes in the “comments box” whereindicated and then selectappropriate “Status”, and then clickthe “Update” button.
and Reduce Malpractice Risks
5 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
Click: “Reporting”When clicking “Reporting” the reporting module open to the “Recent Results” page with the most recent survey at thetop of the page.
To display a summary of a particular patient’s survey, under the column labeled “Flash Report”, click “Select” togenerate a one-page summary of the patient’s feedback.helps foster a culture of service excellence.
Providing timely feedback to support staff and providers
6 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
Click: “Reporting” > “Survey Overview”The Survey Overview page provides busy decision makers with an easy to read, heads-up dashboard. The“Recommend” question typically has the highest correlation to overall patient satisfaction and patient loyalty.
Provider “Top Box scores for the “Recommend” question are displayed per the end-user interactive data “filters”.
Survey Overview – Sample Practice Medical Group
Provider Names Intentionally Obscured7 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Provider Names Intentionally Obscured
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
“Reporting” > “Survey Overview”When the “Survey Overview” page loads up, scroll down to view a key performance matric; the percentage of patientsthat provided the highest rating possible on the “Recommend” question.
Survey Overview – Sample Practice Medical Group
Recommend to Family and Friends by Month – Top Box Percentage
8 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Provider Names Intentionally Obscured
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
“Reporting” > “Survey Overview”Areas for potential service improvement are quickly identified. Unique “service” patterns are aggregated by groups ofproviders, sub-sets of providers, and individual provider practices.
Survey Overview – Sample Practice Medical Group
9 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Provider Names Intentionally Obscured
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
“Reporting” > “Benchmark Comparisons”Top Box percentages, by question, are displayed for a selected provider’s practice and are depicted by the green barsas shown below, with benchmark comparisons to; location, clinic, organization-wide, and MedicalGPS nationalbenchmarks available on-demand.
Survey Overview – Sample Practice Medical Group
10 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
ORG
Provider Names Intentionally Obscured
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
“Reporting” > “Trending Reports”As service improvement initiatives are implemented organization-wide, or at the practice level, positive results may betrended month to month and year over year.
Survey Overview – Sample Practice Medical Group
11 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Provider Names Intentionally Obscured
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Reporting Module
“Reporting” > “Percentiles by Measure”End-users may selected organization-wide aggregations, geographic groupings, clinic data, and provider-level resultsto show percentile rankings.
Survey Overview – Sample Practice Medical Group
12 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Administration – General Survey Settings
Click: “Manage Survey”The General Survey Setting page provides a link to the practice’s unique survey URL at the top of the page as well aQR code generator. The practice address may be edited if/when needed.Welcome and Closing screen may be managed as needed.
Towards the bottom of the page the
13 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Administration – Manage Locations
Click: “Manage Survey” > “Manage LocationsTo add a new location, type the name of the location in the “box” just under “Add a New Location”, and then click“Create New Location”.
To edit an existing location, click the light blue button to the right side of locationname.To remove a location, click the red button to the right side of the location name.
14 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Administration – Manage Providers
Click: “Manage Survey” > “Manage Providers”To add a new provider, click “Add a New Provider”.
To edit an existing provider, click the light blue button to the right side of location name.
To manage which locations a provider is assigned to for seeing patients, click the dark blue button.
To remove a provider, click the red button to the right side of the provider’s name.
15 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Administration – Manage Questions
Click: “Manage Survey” > “Manage Questions”Certain questions may be included or excluded from the survey questionnaire. Depending on your organization’spolicy, questions that allow the check mark to be turned on and turned off are available for you to use, or not use, atyour discretion.
Note: Questions that are grayed-out are questions that your organization requires to remain turned-on.
16 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
M3 Administration – Manage QuestionsClick: “Manage Survey” > “Manage Custom Questions”Up to five (5) custom questions may be utilized for your practice. To utilize a custom question, type the Englishversion of question in the “box” labeled “Question Text”. Enter the Spanish version of the question in the “box” labeledas “Spanish Question Text”.
Enter custom answers as you would like them presented to the patient, i.e. Excellent, Good, and so on.Spanish version of each custom answer where indicated.
Enter the
17 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
M3 Administration – Manage UsersClick: “Manage Users”
Master account holders (usually the practice manger) may add M3 accounts for local users. Click “Add New User” toadd a new account, or use the red “X” to remove users, or click the ‘pencil’ icon to edit an existing user.
18
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
19
Manage Emails & Notifications – Send Patient EmailsClick: “Manage Emails & Notifications” > “Send Patient Emails”
To force the M3 system to push an email invitation to a specific patient, when the “Send Patient Emails” page loadsup, fill in the patient’s name and email address and click the “Send Patient Email”.
To upload a data file with multiple patient names and email addresses, form the menu on the left-hand side of the“Send Patient Emails” page, click “Send Emails From a File”
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
– Sample Practice Medical Group
Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
20
Manage Emails & Notifications – Manage Patient EmailsClick: “Manage Emails & Notifications” > “Manage Patient Emails”
Note: Manage Patient Emails is an optional feature – not all M3 clients utilize the “Manage Patient Emails” functionality
“Manage Patient Emails” allows master account users and other admin-level users the ability to turn-on or turn-off the auto-email pusher for each of their practice’s providers. From time to time, master account holders (usually the practice manger),may check the “Manage Patient Emails” settings to ensure auto-emails are clicked on as desired.
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
21
Manage Emails & Notifications – View Sent EmailsClick: “Manage Emails & Notifications” > “View Sent Emails”
The ‘View Sent Emails” page provides a summary of the M3 email invitations that have been pushed to patients, as well as adetailed listing of each patient that has recently received an M3 email invitation.
TIP: When searching for a specific email address, use the web browser’s “find on this page” search feature to quickly locatea patient’s email address and/or name.
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
22 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Manage Emails & Notifications – Edit Patient EmailClick: “Manage Emails & Notifications” > “Edit Patient Email”
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
The email invitation that the patients receives may be customized using the ‘Edit Patient Email” page.
Note: The “From:” email address may be changed, however the “From;” email address must be a working, active email address,otherwise, patients may not receive the email invitation. If a “dummy” email addresses is used, or other names or “labels” otherthan an active email address are used, email invitations will likely be “blocked” by the patient’s internet service provider.
23 Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential
Manage Emails & Notifications – Internal Email RecipientsClick: “Manage Emails & Notifications” > “Infernal Email Récipients”
904 Harpeth Valley PlaceNashville, TN 37221Office: 615-628-8940www.medicalgps.com
Email addresses added to the “Internal Email Recipients” page receive M3 real-time email alerts, specific to the practice. Aftermaking changes, click the “Save” button to save your changes.
T