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Measuring, Monitoring, and Maximizing Patient Loyalty

M3 Version 5.0Quick Reference Guide

January 2020

Copyright © 2016 MedicalGPS, LLC All Rights ReservedConfidential


Table of Contents

3Reporting:

Recent Results, Flash ReportSurvey OverviewBenchmark ComparisonsTrending ReportsPercentiles By Measure

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101112

Managing the Survey:General Survey SettingsManage LocationsManage ProvidersManage QuestionsManage Custom Questions

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Administration:Manage UsersManage Emails & Notifications

Send Patient EmailsManage Patient EmailsView Sent EmailsEdit Patient EmailInternal Email Recipients

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Follow-up Monitoring


“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


“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

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“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



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



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


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.


Recommend to Family and Friends by Month – Top Box Percentage




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.





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.



ORG



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.





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.




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



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.



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.



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.



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


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.

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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”


– Sample Practice Medical Group


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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.


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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.




Manage Emails & Notifications – Edit Patient EmailClick: “Manage Emails & Notifications” > “Edit Patient Email”


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.


Manage Emails & Notifications – Internal Email RecipientsClick: “Manage Emails & Notifications” > “Infernal Email Récipients”


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.

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