System Generated Emails

These workflows are standard workflows to help engage your patients. They include patient invite, welcome email, NPS (Net Promoter Score), and social review. Review the information below to understand standard workflow automation.

Invite Email

An Invite Email is a system-generated message that is sent to the patient, giving them the resources to register their account with Keet. This will be sent automatically for patients that have an initial evaluation appointment type scheduled and do not have a current user profile in the system. 

Workflow Details

Patient Email Details 

The Invite Email will be sent to the patient's inbox using the email address that is associated with their user profile in Keet. Below is a sample of what the email will look like to the patient:

Welcome Email 

If you have established a connection with your EMR to Keet, a Welcome Email is sent to patients informing them of the details of their upcoming appointment at your clinic. This is automatically sent after an initial evaluation appointment type is scheduled within your EMR.

If you do not have an established connection from your EMR to Keet, you will trigger a Welcome email by logging an Encounter. Review details about Encounters in this article: Log Patient Visit Encounters

For the Welcome Email, you will need to customize with your clinic's URL email tags located in Admin Setting under Locations. This will include your clinic's information such as Location Maps, First -Visit Information of what to expect, and meet your Care Team. Details of the email tags can be reviewed here. Location's Email Tags - View Location Configuration

Workflow Details

Patient Email Details

The Welcome Email will be sent to the patient's inbox using the email address that is associated with their user profile.  Below is a sample of what the email will look like to the patient:

Net Promoter Score Survey

A Net Promoter Score or NPS is the patient's response rating from your clinic’s satisfaction survey:              

                  “How likely are you to recommend us to a friend or family member?"

 

The response collected is not necessarily just a simple score between -100 and +100. In most cases, these scores indicate services rendered as well as the public perception of the patient's experience within your practice. This applies to everything from the scheduling process, parking, front desk registration, home exercise programs, interactions with their therapist, and even outcomes. Needless to say, this 0-10 scale is subjective to the patient’s particular experiences and results may vary over time.

 

Within the past 5 years, the Physical Therapy community has worked to collect this information to stay informed of their patient’s experiences. With that said, the NPS responses and comments will allow you to take the following actions within your clinic: 

• Incentivize therapists for positive results
• Further, develop or train therapists in providing the best patient experience possible
• Turn promoter patients into advocates of the PT brand via marketing campaigns and online reviews
• Fix broken or bad experiences between clients or processes
• Track trends over time

Scoring

• Scoring ranges on a -100 to +100 scale
  • A score of 0 means you have as many detractors as promoters
• Patients rank the performance of you and your clinic on a 0-10 scale and that is transitioned to a percentage calculation:

• Each score is categorized into a Detractor (0-6), Passive (7-8), and Promoter (9-10).

How it Works

An NPS Survey will be sent to the patient via email, 7, and 28 days after they have been seen at your clinic for their first Initial Evaluation. This workflow will trigger when the patient is marked as arrived for their Initial Evaluation in the EMR (Electronic Medical Record).

If you do not have an established Integration, as a Non-Integrated account this workflow will trigger when you schedule an Arrived Encounter. 

Once the patient submits their response we will collect the patient's score and comments, you will be able to review all patient responses within the clinic NPS Dashboard:

An individual patient's score and comment can also be viewed within the patient's profile. 

Social Review Email

When a patient completes the NPS Survey and provides a score of a 9 or 10 they will be sent an email prompting them to leave a Social Review for your Organization. 

Workflow Details

Patient Email Details 

The Social Review email will be sent to the patient's inbox using the email address that is associated with their user profile.  Below is a sample of what the email will look like to the patient:

For the Social Review Email, you will need to customize the "Share Your Experience" button by adding the website URL located in Admin Setting under Locations. The URL link will direct your patients to leave a social review on your preferred social platform such as Google, Facebook, or Yelp. Details of the email tags can be reviewed here. Location's Email Tags - View Location Configuration