Keet Global Workflows

Keet has global standard workflows to get you started. A workflow can be created to include a combination of emails, exercises, questionnaires, and/or education articles that you set to be delivered to patients under the circumstances called "triggers". Review the standard Keet Global Workflows as well as for instructions on how to enable those workflows below. 

Click the links below to jump to the appropriate section.

Keet Global Workflows

System Generated Emails

Enable Keet Global Workflows

 

Available Workflows

The workflows available in your account may differ from what is shown below and will reflect the workflows associated with your Keet Health subscription.

 

Keet Global Workflows 

These workflows are standard workflows to help engage your patients. They include Patient Invite, Welcome email, Social Review, MIPS, and NPS (Net Promoter Score) surveys. Review the section below to understand standard workflow automation. mceclip0.png

System Generated Emails

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. If you have an established connection (integration) from your EMR to 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. 

If you do not have an established connection from your EMR to Keet as a Non-Integrated Account, you will simply create the patient and leave the "Send Invite" toggle to Yes. 

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Workflow Details

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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:

 

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Welcome Email 

If you have established a connection with your EMR 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 through your EMR. This email will need to be customized with your clinic's URL email tags located in Admin Setting under Locations. These email tags can include your clinic's information such as Location Maps, First -Visit Information of what to expect, and meet your Care Team profile website page. Details of the email tags can be reviewed here. Location's Email Tags - View Location Configuration

If you do not have an established connection to your EMR, as a Non-Integrated Account this workflow will trigger from entering a Planned Encounter. Ensure that the URL location email tags are set up, and the appointment information is correct when creating an Encounter for the patient to receive their first appointment information via email. 

Workflow Details

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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:

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Net Promoter Score Survey

Click the links below to jump to sections within this article. 

Scoring

How it Works

Notifications 

Overview 

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:

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  • 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 create an Arrived Encounter. 

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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:

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An individual patient's score and comment can also be viewed within the patient's profile. When you hover over the NPS score the comment box will appear. 

Example: Promotor Rating

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Example: Passive Rating

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Example: Detractor Rating 

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Detractor Notification Workflow

A Care Team member with an NPS role assigned to them will receive a system-generated email when a patient responds with an NPS score of 7 or lower (Detractor). This workflow is standard for all Integrated and Non-Integrated Accounts. 

Prior to opening the email ensure that you are logged into your keet profile. Within the email, a provided link will take you directly to the specific patient's messaging center.  The patient's messaging center will include details of the patient's response as well as the score. You can then decide how you would like to remedy the situation by either sending a message directly to the patient or have the therapist reach out in order to resolve any issues or concerns. 

The patient will also have the ability to go back and edit any NPS responses that they have provided.

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

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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:

 

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Enable Keet Global Workflows

As an Account Admin, you can enable these Global Workflows at any time.

1. Navigate to the Admin Settings menu

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2. Select Features

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3. Toggle the desired Workflow. 

  • Yes = Enabled
  • No = Disabled 

The Implementation team will set the following Feature Workflows for your account, if available with your Keet Health subscription:  

  • Outcomes: This is enabled if your clinic is using Outcomes forms
  • Engage: This is enabled if your clinic is utilizing HEPS exercises
  • MIPS: This is enabled if your clinic is participating in MIPS reporting submission

Your clinic Admin is responsible for setting the following Feature Workflows for your account: 

  • NPS: Net Promoter Survey sent to Patient's Email
  • MIPS: Assigns Qualification Survey to Patient's Care Plan & Corresponding PRO following the completion of the Qualification Survey, 21, and 42 days after
  • Auto Invite: Sent to Patient's Email to Register for Keet
  • Welcome Email: Sent to Patient's Email with Appointment Information 
  • Social Review: Sent to Patient's Email Requesting Social Review if NPS Response is Promoter (9-10)

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4. Save to enable or disable workflows.