User Guide

Introduction

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.

Patient Satisfaction Score

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:

• Supporters have scored you an 8–10. They are your biggest supporters and will be more likely to recommend you to their friends, family, or colleagues. To gauge a little more information, we will ask supporters to tell us what we did well, and compliment if they like!
• Indifferents have rated you a 4–7. They can't be called happy customers, yet they are not disgruntled either. In this case we ask them what we could improve and give them the opportunity to extrapolate in a comment box.
• Critics have given you a score from 0–3. They are unhappy with your service and are very unlikely to recommend you to anyone. We will ask them what needs attention now to try to unpack why. They also have the option to add a comment.

Interpreting your Patient Satisfaction Score

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.

Practice survey

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 thank-you 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.

Logging in to the UltimateQ™ portal

From the web browser on your computer enter the URL ultimateq.health. In the top right corner you will see "Sign in" next to the "Get started" button. Click "Sign in" 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.

Editing your practice details

Once you have the portal open the first thing you will need to do is update your practice details from the practice settings section. Here you can also upload your practice logo which will appear on your practice posters and surveys.

Surveys

The UltimateQ software tool comes pre-loaded with three survey question sets (upon request):

Additional surveys including practitioner-specific surveys (for CPD hours) and custom questionnaires to meet the requirements of non-traditional practices can be added to the tool for a minimal development cost.

Print your own survey with QR code

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.

Tips

• 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.

Using your URL (weblink)

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, send it out via emails, or display a QR code in the practice where that URL is shown as a picture that patients can scan onto their own device. To copy your practice URL to paste into another application, use the copy survey URL button in the portal.

Downloading survey results

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.

Long/short accreditation survey

The UltimateQ survey tools feature within the portal will enable you to create a long/short accreditation survey for your practice at accreditation time. To access this feature go to the long/short accreditation survey line in the portal and select to print the relevant 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).

Advanced dashboard functionality

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.

Response rate

The response rate will mostly be determined by the level of commitment practice staff display in reminding patients to complete the survey.

Insights newsletter

Now that you have got started with the UltimateQ be sure to use the information you gather to drive improvements in your practice. As part of your subscription, you will receive our fortnightly e-news Insights with helpful information for quality improvement in your practice.