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 (promoters) have scored you a 9–10. They are your biggest supporters and will be more likely to recommend you to their friends, family, or colleagues. We ask supporters to tell us what you did well, and to leave a compliment if they like.
• Indifferents (passives) have rated you a 7–8. They can't be called happy customers, yet they are not disgruntled either. We ask them what could be improved and give them the opportunity to explain in a comment box.
• Critics (detractors) have given you a score from 0–6. They are unhappy with your service and are unlikely to recommend you. We ask them what needs attention now to try to unpack why. They also have the option to add a comment.

Interpreting your scores

Your dashboard shows two headline numbers, and they measure different things.

Patient Satisfaction Score (PSS) is shown as a percentage. It is the average score across all completed responses, where every rated answer contributes — so it reflects the whole survey, not a single question. Higher is better, and most practices sit in the 80–95% range.

Net Promoter Score (NPS) is the difference between the percentage of Supporters and the percentage of Critics, expressed as an absolute number between -100 and +100 rather than a percentage. For instance, with 40% Supporters, 45% Indifferents and 15% Critics, your NPS is +25. Generally a number below 0 is a low score, 1 to 30 a medium score, and 31 to 100 a high score.

Practice survey

The practice survey leads with one question — "Based on your experience today, how likely are you to recommend this practice to family and friends?" — scored from 0 to 10, like a net promoter score. Patients are then asked what needs urgent attention now, what could be improved, and what you did well.

The options underneath are based on the standards. Patients can select more than one area, and there is space to add a comment, before hitting submit — which takes them to the thank-you screen. Results flow through in real time to your practice dashboard, giving you the opportunity to regularly check and act upon the feedback you receive.

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

Your practice name and logo appear on your patient surveys and QR posters. Go to Settings in the portal to update your practice name, address and ABN/ACN, and to upload your logo. Your address and ABN also appear on your tax receipts. Colleagues' logins are managed next door in Settings → Users (see below).

Practice users and access levels

Everyone at the practice can have their own login — there's no need to share one. Go to Settings → Users to see who currently has access, invite a colleague, change someone's access level, or remove access when a staff member leaves.

To invite someone, enter their first name and email address and choose their access level. They receive an email with a link to set their own password. If they already use UltimateQ™ at another practice, their existing login simply gains access to yours — they don't need a second password.

Your practice always keeps at least one owner — the last one can't be removed or downgraded, so there is always somebody who can manage the subscription.

Surveys

Your practice is set up automatically with three survey question sets:

You can also build your own surveys with the drag-and-drop survey builder (see below), so practice-specific questionnaires don't need to be requested — you can create them yourself.

Building your own surveys

On the UltimateQ™ plan you can create your own surveys without waiting for us. Go to Surveys and choose Create Survey. Give it a name, then add sections and drag question types in from the left-hand panel — smiley face scales, 0–10 rating scales, multiple choice, checkboxes, dropdowns, yes/no, and short or long free text.

Click any question to edit it in the properties panel: change the wording, add help text, mark it required, and decide whether it counts towards scoring. Scored questions can be weighted and mapped to a category so they roll up alongside your other results. Drag questions and sections to reorder them.

Use Preview to see exactly what your patients will see before you publish. Once you're happy, your new survey appears in your surveys list with its own link and QR poster, and responses flow into your dashboard like any other survey.

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.

Emailing invitations to patients

As well as sharing your link, you can send survey invitations by email straight from the Surveys page. Click the survey you want, paste the patient email addresses into the invitations box, and send. Invitations are tracked so you can see how many have been sent for each survey.

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

Your practice has both the long and short accreditation surveys ready to use. On the Surveys page, click the survey you are running to print its QR poster or copy its link, exactly as you would for the Patient Satisfaction Survey.

At accreditation time, go to Analytics → Reports → RACGP Accreditation Report. The report opens on screen so you can read your results — overall score, a score for each topic, a full rating breakdown for every question, your strongest areas and areas for improvement, and your patients' comments — and you can download the same report as a PDF to include in your accreditation submission. You can also narrow the report to a specific date range.

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.