esurvey FAQs & Troubleshooting

Transcription

1 esurvey FAQs & Troubleshooting Occasionally, you will receive correspondence from a patient who is having trouble with their online survey or may just have a general esurvey question. Below we have compiled a list of frequently asked questions around esurvey. Frequently Asked Questions Accessing esurvey What is the esurvey website link? What is the phone number/short code that sends esurvey Text Invitations? Survey respondent does not want to receive future text surveys. How do they prevent text surveys from being sent? Survey respondent lost their PIN. How can I get it for them? Survey respondent deleted the or text invitation with the survey link. Can it be resent? When survey respondent clicks on the link in their , it is prompting them to enter a PIN. What should they do? What are the supported web browsers for esurvey Desktop? What are the supported web browsers for esurvey Mobile? Can esurvey be taken from a smart phone? Survey respondent was not prompted to verify their DOB and was instead taken directly into the Why isn t the DOB authentication working? Toll-free number: 1 (888) Reply to the text message with the message, Stop. Contact your Press Ganey account manager with the respondent s full name. They will be able to retrieve that respondent s PIN information. Contact your Press Ganey account manager with the respondent s full name. They will be able to work with the Client Support Desk to resend an with the same link as the original . Text invitations cannot be resent. Direct them to enter the PIN from the notification. Microsoft Internet Explorer 7 or higher (all versions), Mozilla Firefox 3.0 or higher, Google Chrome 1.0 or higher Safari, Android browser (Android and above), Chrome browser, Kindle Fire, Windows 8 phone and tablet Yes, esurvey can be taken on a smart phone and/or tablet device. Contact your Press Ganey account manager to have them confirm DOB is being submitted in the upload file and that DOB was uploaded for that particular patient. (Have the patient s full name handy to aid the account manager in troubleshooting.)

2 Accessing esurvey Survey respondent is entering their DOB, but the survey is not accepting it. Why? The respondent likely received the following error message: The date of birth entered does not match our records. Verify the respondent is entering the DOB for the correct patient. If the respondent received a survey for another family member (e.g., a mom for her child s visit), confirm they are entering that family member s DOB. It is also possible that the DOB being entered is different from what is in the uploaded record for that patient. There is nothing we can do to correct. How long does the survey link stay active once a patient receives it? Do Press Ganey s esurveys work with software that assists vision-impaired patients? The survey link is active 30 days after the initial or text is sent. No, not currently. User Issues Why does the page jump to the top after the survey respondent answers each question? Why won t the survey accept the number the survey respondent is entering? Why won t the survey let the respondent go to the next page/get past the first page? It is likely the survey respondent has JavaScript disabled. They will either need to re-enable JavaScript or reset their browser settings to the default. The survey respondent likely received the following error message: Please include only numbers in your response. Do not include any other letters or symbols. Questions that ask for a numeric answer can only have a whole number in the field. Have the survey respondent verify they do not have any spaces (in the middle of the numbers), decimals, hyphens, letters or other symbols in their response. 1. The survey respondent may have an error in one of their responses. A pop-up message will inform them that they have errors on the page and need to fix them before moving forward. If their pop-ups are blocked, they may not see this message. Have the respondent check for messages in red on the page. 2. The survey respondent may not know to scroll through the rest of the questions and click on the NEXT button. Make sure they are scrolling to the end of the page. 3. The survey respondent may be using an older or unsupported web browser that is causing odd survey behaviors.

3 User Issues Why won t the survey response appear as selected for the survey respondent? Why is the survey asking for the respondent s date of birth? Respondent says they do not supply date of birth on the internet. Why are the NEXT, PREVIOUS and CLEAR SURVEY buttons at the bottom of the page? Mobile: There are no controls on the survey page for respondent to go to the next page. Respondent is also unable to scroll up or down on the page. What is going on? This could be a result of taking the survey on an unsupported device or browser. If they are using a supported browser or device, they may have a browser setting that is causing odd behavior. It is best they reset their browser settings to the default. The DOB authentication is in place to ensure that the correct patient is accessing the DOB was chosen for identity verification because it is something easily known by the patient and something that will not change over time. This cannot be changed to another value or turned off. Because the Preview has the preview watermark image behind the survey, it pushes the buttons down to the bottom of the page. When the patient reviews the survey, they will see the navigation buttons directly below the last section. Survey respondent is likely using a Firefox browser on their Android device. This particular browser on a mobile device is not supported. Please recommend the respondent use the default browser on their Android. General Questions If a patient answers a few questions but never hits the submit answers button at the end, what happens to their response? Press Ganey does not provide partial survey responses in our reporting tools as there is no way for us to determine if a patient wanted to submit any of their responses. We do not consider the survey abandoned. Rather, we believe the patient did not want to complete and submit the survey since they can revisit the link on their mobile device or computer.

4 Troubleshooting Patients may have questions regarding the error messages they might receive. Below are the most common error messages a patient might encounter along with instructions on how to resolve the error. Error Message We apologize, the system is temporarily unavailable. We appreciate your patience while the support team works to correct the issue. You have exceeded the maximum character limit of {MaxCharacterLength} You have exceeded the maximum character limit. The first {0} characters were captured. {0} is an invalid PIN. Please enter a PIN. An error occurred while attempting to Auto-Save. This survey has already been submitted and is no longer available for review. We appreciate your feedback. This survey is currently in use. What Does It Mean 1) esurvey may be deploying an update. 2) esurvey server might be down. 3) Other unknown issue. The survey respondent has entered more characters than is allowed for the given question. The survey respondent has entered more characters than is allowed for the given question and we only took the first 16,000 characters. The number entered on the PIN entry page is not correct. This message appears on the PIN entry page. The user is not entering the PIN and thus is not getting into the This may happen when a user enters "odd" characters in open text fields, which affects the JavaScript. The survey has already been completed so the esurvey is no longer available for the user to complete. The survey is already open in the same browser on the same device. What To Do Let the user know that Press Ganey is actively working on the application and it will be down for a period of time. If message occurs in the middle of the survey, user will need to start over once the system is available. Have the user delete some or all of the text so that it is shorter than the character limit given in the message. Instruct the user of the reason for the error. Search for user in InfoTurn Lookup and confirm the PIN they are trying to use. Let the user know they must enter a PIN in the PIN entry field and click Login. Have the user clear and reenter text in the text entry (comment) fields. Instruct the user of the reason for the error. If they contest they have not completed the survey, you will need to contact your Press Ganey account manager to see if Press Ganey has received their Have user review their open browser windows/tabs to find the open Make sure the user is not double clicking on the link, prompting it to open twice.

5 Error Message Your session has expired. You will be automatically re-directed to the Landing Page. You currently have another survey open. Please complete that survey or close the browser window before starting another We are sorry. You have exceeded the allowable number of incorrect attempts. The survey cannot be accessed. Your survey has already been submitted. You cannot submit the survey again. What Does It Mean The survey has been idle for 20 minutes. The system will take the survey respondent back to the beginning. 1) Survey respondent may have another survey already open in the browser. (Maybe they've received multiple surveys or a family member started their own survey on the same device.) 2) Survey respondent may have closed the survey tab, but did not completely close down the browser. Thus, when they tried to open another survey or the same survey again, the system thought the survey was still open. This message is for the DOB validation. The user made 10 failed attempts to enter their DOB. The user will be able to log in after the session timeout which is 20 minutes. Note: if the user tries again before 20 minutes then the session time will be reset to 20 minutes and the user will have to wait 20 minutes from that point. The survey has already been completed, so the esurvey is no longer available for the user to complete. What To Do Let the user know to either click on the link in their original or obtain the PIN from their and re-enter it in the PIN entry page. 1) User should finish the survey that is already open and then try to access the other 2) User should completely close the browser (click the X in the upper right corner, making sure all of the windows are closed) then try to access the survey again. 3) User could wait 30 minutes for the browser session to end and then try again. 4) User could restart their computer and try to access the survey again. 1) Make sure the user is entering the DOB of the person listed on the DOB page. It says: Enter [name's] date of birth. It may be asking for a child's DOB. 2) The organization may have uploaded the wrong DOB. In this case, we do not have a way to let the patient into the Instruct the user of the reason for the error. If they contest they have not completed the survey, you will need to contact your Press Ganey account manager to see if we have received their

6 Error Message Please enter a valid date Your session has timed out due to inactivity. Enter your pin to resume your Your session has timed out due to inactivity. To resume your survey, click on the link you initially used to access the Unable to proceed. Please correct any errors and continue. Internet Explorer cannot display the webpage What Does It Mean For a date question, the user is asked to fill in the MM/DD/YYYY. If the user has left one of the fields blank, has not provided a 4-digit year or has entered values other than numbers in the fields, they will receive this error. If the user started the survey using the PIN entry page and then allowed the survey to time out due to inactivity, they will be presented with this page telling them how to get back into the If the user started the survey using a link in an and then allowed the survey to time out due to inactivity, they will be presented with this page telling them how to get back into the survey The user has selected the NEXT button while there are still errors on the page. The survey will not advance to the next page until the error is corrected or the field with erroneous data is cleared. The user may no longer be connected to their network/internet What To Do Determine what the user is entering and work with them to enter it appropriately or leave it blank. Instruct the user to enter the PIN they were provided in the or paper survey packet/cover letter they received so they can get back into the Instruct the user to go to the original and click on the link to get back into the Let the person know to correct the error before selecting the 'Next' button. 1) Have the user try to access another web page (e.g., Google) and see if they get the same message. 2) Have the user try to access the survey from another computer/device. 3) Have the user look for the connection icon on their device to confirm they are connected to the internet.

7 If the patient is still having issues, take down as much information as possible and contact your Press Ganey account manager. Below are key questions that will assist Press Ganey with troubleshooting. What is the respondent s name? What is the PIN number? (16 digit alpha-numeric code in the lower portion of the ) What type of device are you taking the survey from? (desktop, laptop, tablet, smart phone) What web browser are you using? (Internet Explorer 7, 8, 9, Firefox, Chrome, Safari, etc.) What version of the web browser? (Internet Explorer 7, 8, 9 Generally in the upper right corner there is a settings icon that will bring up a menu. The About option in the menu will show the version.) Where exactly are you seeing the error? When you click on the link in your or when you are in the survey? When did you first encounter the problem (date and time)? What time zone? What did you click on that caused the system to behave in that manner? Specifically, what were the steps and the items on the page you clicked? Have you tried again? If so, are you seeing the same thing? What exactly is being entered into the field? Where are you taking the survey from? Some work sites have strict rules that make taking the survey more challenging. Try taking it from a device other than your work machine.