FAQs

What's the process?

You sign up online and pay for your subscription, and your account and surveys are created straight away — there is nothing to wait for. You can start collecting feedback immediately by printing your QR code poster or sharing your survey link from the dashboard. Results appear in real time and can be actioned as they arrive.

How long does setup take?

Minutes. Your Patient Satisfaction Survey and both accreditation surveys are already built and assigned when you sign up, so there is no survey writing to do. When you first sign in you're offered a short guided setup: pick the survey you want to start with, check the questions, then print the poster or share the link.

Do we need to install anything?

No. UltimateQ™ runs in your web browser, and patients answer on their own phone — there's no app to download and no hardware to buy. Google Chrome is our recommended browser for the practice dashboard.

Do you have a User Guide to help me?

Don't worry if you're not technical, we have a plain English user guide which will make sure you have everything you need.

How do patients complete the survey?

However suits your practice. Display the printable QR code poster in reception or consulting rooms and patients scan it on their own device; send your survey link by SMS or in your existing reminders; or send email invitations from the portal. It's the same survey either way, and everything lands in one dashboard.

Is patient feedback anonymous?

Yes. Responses are anonymous — no patient name or identifying details are recorded with a survey response, and we never attempt to work out who left a particular comment. This is deliberate: patients are far more candid when they know feedback can't be traced back to them.

Can our practice email the link to patients?

Absolutely. Once you subscribe the survey link is yours to do what you wish with.

What response rate should we expect?

That depends far more on your practice than on the software: response rates track how consistently staff remind patients that feedback is welcome. In our experience, several posters around the practice and a habit of mentioning the survey at the desk make the biggest difference.

Which surveys do we get?

Three, ready to use: the Patient Satisfaction Survey for everyday feedback, and the long and short accreditation surveys for your accreditation review. You can run any or all of them, and archive the ones you're not using so your list stays tidy.

Can we write our own questions?

Yes — the drag-and-drop survey builder is included. Create as many surveys as you like from eight question types, including smiley face and 0–10 rating scales, multiple choice and free text. You can weight questions, map them to scoring categories, and preview exactly what patients will see before you publish. No forms to email us and no waiting.

Can we see the questions before we start?

Yes. Every survey has a preview that shows it exactly as your patients will see it, so you can read through the questions before you share anything.

Can I use the survey for practice accreditation?

Yes. The UltimateQ™ is intended to be part of a complete quality feedback system for the practice. Alongside the real time patient satisfaction survey, your practice is set up automatically with the standard long & short accreditation surveys, and you can generate your RACGP Accreditation Report whenever you need it.

Will I get a report?

Yes — the RACGP Accreditation Report: view it on screen in your dashboard at any time, then download it as a PDF for your accreditation review. It covers your overall score, results by topic, a full rating breakdown for every question, your strongest areas and areas for improvement, and your patients' comments. You can also export the raw results as a .csv file for your own analysis in Excel.

How quickly do results appear?

Immediately. Every response flows into your dashboard as it's submitted, so you can act on a problem the same day rather than discovering it months later.

What's the difference between the PSS and NPS?

Your Patient Satisfaction Score (PSS) is a percentage — the average across every rated answer, so it reflects the whole survey. Your Net Promoter Score (NPS) comes from the single "would you recommend us" question and is a number between -100 and +100: the percentage of supporters minus the percentage of critics. The dashboard shows both.

Can we compare ourselves with other practices?

Yes. Your dashboard shows your scores by category next to the de-identified average across other practices using UltimateQ™, so you can see where you're strong and where you sit behind your peers. No other practice is ever named.

Can we read individual comments?

Yes. Recent comments appear on your dashboard, and you can open any single response to see everything that patient answered. Comments are usually where the most actionable feedback is.

Can our practice share results on social media?

Of course, you may want to share your results as they will value add to your practice, and this again is at the practice's discretion.

Where is our data stored?

In Australia. UltimateQ™ runs on Australian infrastructure in Sydney, so your practice and patient feedback data stays onshore.

Can more than one person at the practice have access?

Yes, and you add them yourself — go to Settings → Users and invite a colleague by email. They'll get a link to set their own password. There are three levels of access:

• Owner / admin — everything, including the subscription and card details
• Practice manager — everything except billing
• Team member — see the dashboard and results, but can't change settings, surveys or users

Only an owner can see billing or make someone else an owner, so day-to-day staff never see your payment details. There's no limit on how many people you add.

Can we put our own logo on the survey?

Yes. Upload your practice logo in Settings and it appears at the top of your patient surveys and on your QR code posters.

Can we export our results?

Any time. Download your responses as a .csv file for analysis in Excel or any other tool — it's your data.

What does it cost, and what's included?

$80 per month, paid monthly, with everything included — all three surveys, the survey builder, the accreditation report, benchmarking and CSV export. There are no setup fees and no per-response charges. See pricing.

Is there a lock-in contract?

No. The subscription is month to month and you can cancel whenever you like.

Do we get a tax invoice?

Yes. Add your practice address and ABN when you sign up (or later in Settings) and they appear on your receipts, so what you get is valid for your practice's records.