Survey Troubleshooting

Survey Troubleshooting

Healthcare Provider/ Survey Sender FAQs:

1. "Are my surveys tied to document types or to forms?"
   1. Surveys are based off of forms created within the form builder and are not automatically tied to document types.
2. "Do I need to create a document type to successfully send surveys?"
   1. You don't - surveys are tied directly to forms rather than to document types. That said, if you are looking to utilize surveys for annual document collection, making a document type might be beneficial as well to accommodate document alerts. If this is your goal, note that when a survey is completed,  it will not be associated to that document type. When reviewing completed surveys, you will want to edit the completed form to assign a document type.
3. "People are being sent the survey sent twice"
   1. Double-check that the individual isn't in two different organizations/teams. Typically this means the phone number is associated with more than one user within your environment.
4. "How can I send a survey to an international number?"
   1. Surveys cannot be sent to international numbers. Alternatively, ensure that the patient cell phone field is clear in their profile, and send the survey via email.
5. "I do not have a cell phone number for the recipient. Is there another way to send this survey?"
   1. If you do not have a phone number for a patient, ensure that you have an email address associated with the patient and send via email.
6. "People aren't receiving the survey."
   1. First, check your survey setup to ensure delivery type (Send Email OR Send Email and SMS) is correct. Next, check the patient profile to ensure that you have the correct cell phone number and/or email address for the recipient. To send via SMS, make sure you have the correct cell phone number AND that this number is appropriately listed in the cell phone number field within their profile.  
7. "My patient is under 18, and I need to send this survey to their legal guardian."
   1. Surveys are set up to send to the information tied to the patient details. To ensure that you are sending to the legal guardian, you can enter the legal guardian's cell phone number into the Contact Information field within the patient's details. Alternatively, you can enter the legal guardian's information into the Email field in the patient details tab and send the survey via email.
8. "Can I send a survey via SMS and email to one patient?"
   1. No - if a survey delivery type is set up to Send Email and SMS, it will always default to send via SMS to the recipient if there is a phone number in the cell phone field of the patient details section. If you prefer to send via email only, you may choose to remove the number from the cell phone field and only send via email. You will not be able to send both via SMS and via email to a single patient.
9. "I am seeing a message of 'Missing Contact Information,' how do I fix this?"
   1. You can add the appropriate contact information one of two ways. You may navigate to the patient's profile and enter the appropriate information into the Details tab, or you can enter information via the Survey Summary report.
10. "Does the survey recipient need to have a Healthy Roster account to complete a survey?"
    1. While you do have to have an associated patient profile when sending a survey, the recipient does not have to have access to Healthy Roster to complete the survey.

Survey Recipient FAQs:

1. "I accidentally filled out the survey incorrectly"
   1. You will need to reach out to your provider/organization. Once completed, surveys save as a PDF. Your provider will be able to remove the completed survey and send you a new version to complete correctly.
2. "How do I unsubscribe?" or "Why am I receiving this survey?"
   1. You will need to reach out to your provider/organization, as the sending of surveys is controlled by these providers.