Post-Care Survey Frequently Asked Questions

To provide the best care, possible you will receive a text message after your visit with us with a link asking for your feedback. Below are some frequently asked questions and answers about these text messages.

• Q: What will the health center do with the feedback?

  A: Members of your care team will review your feedback to ensure that we provide the highest level of care. We will work to address any issues and improve our patients’ experience.

• Q: Do I have to answer every question?

  A: No. If a question does not pertain to you or you do not want to answer, just skip it and scroll to the next question. However, answering all of the questions will help your care team identify and address all of your feedback. Regardless of how many questions you answer, we will review your feedback.

• Q: How often will I be asked for my feedback?

  A: We will send a text message after each one of your visits to our health center asking for your feedback. A second message will be sent to you if there is no response to the first message.

• Q: When will I receive the text messages?

  A: We will send you a text message shortly after your visit with us. If your appointment is late in the evening we will send the text message the next morning.

• Q: Will I be charged for the text message?

  A: Standard message and data rates apply. Please consult your data plan with your wireless provider. If you pay a fee for each message on your mobile plan, then you will pay for each text message from us. If you have an unlimited text message plan, there is no additional fee for our text messages.

• Q: Can I stop receiving text messages?

  A: Yes. You can opt out of receiving further text surveys at any time by replying to out texts with the word STOP. If you want to resume receiving text messages from us, reply RESUME to one of our text messages.

• Q: What do I do when I receive the text?

  A: Once you receive the text, tap the link in the message and a brief questionnaire will automatically appear. There is no need to download a separate app.

• Q: What kind of phone do I need?

  A: You will need a smartphone. If you have a basic phone (also known as a “feature phone”), you will not be able to fill out the survey on your phone. But you can type the link address into any internet browser (for example, on a computer or tablet) to share your feedback.

• Q: Will my feedback be anonymous?

  A: No. Your care team wants to address any issues or concerns, so your response will not be anonymous. However, all of your information is kept private and is securely encrypted. To learn more about the privacy policy, you can click the “Privacy Policy” link on the survey before submitting your answers.

• Q: Should I still fill out other surveys about my medical care?

  A: Yes. To make sure we provide the best experience possible, our health center utilizes various surveys to give us different and more detailed information about your experience. The feedback from these surveys helps us continually improve the care that we provide to you.