Surveys

The three-question text survey a rider receives after a ride, and how the answers feed a provider's score.

After a ride, the rider can get three short questions by text message. Their answers become part of the provider's HealthyScore, and facilities can see how many riders answer.

Who is involved

• The rider, by text. Only the rider is asked, never staff.
• The provider, whose score the answers affect.
• A Scheduler or Facility Admin, who sees the response rate on Reports.

It starts when the last leg of a ride request completes.

Steps

1. Crew, Crew console. The crew member completes the ride.
2. The app. If the rider has current text-message consent, a survey is scheduled. A ride whose rider has no consent gets no survey and does not count toward the score.
3. The rider. About an hour after completion, the rider receives the first question. The rider answers with a single digit from 1 to 5, and each answer brings the next question:
   • Was your ride on time?
   • Were your caregivers helpful and friendly?
   • Would you recommend the company to others?
4. Reminders. If nothing comes back, one reminder goes out 24 hours after the first text. The survey closes 48 hours after the first text, and later replies are ignored.
5. Quiet hours. Texts are only sent between 8am and 9pm in the facility's time zone. A text that would fall outside is held until 8am.
6. Both sides, Reports. Answers count toward the provider's patient-experience score. The facility's Survey response rate tile on Reports shows how many surveys are answered.

What each side sees

• The rider sees only the questions. The texts contain no patient name, ride details or clinical information.
• The provider sees its score and standing change as answers arrive.
• A reply that is not a number from 1 to 5 is asked again once, then ignored. A correct digit after the re-ask still counts.
• Partial answers count. A survey scores the average of the questions answered.
• Replying STOP opts the rider out of texts. A rider who texts STOP is not sent surveys.

Common questions

Why did my provider's patient-experience score not change?

The component counts only after a provider has at least 5 answered surveys in its 90-day window. Below that it is left out, and the other score parts carry its weight.

Do surveys go to staff?

No. Only the rider is asked, and only with consent.

Where do I see the results?

Facilities see the response rate on Reports. Providers see the effect on their score on Available rides and Reports.