Patient Voice Survey FAQs (for clinics)
Running Patient Voice at your clinic? We've gathered together the questions we're most often asked.
Browse the following categories:
Taking the survey
What is the purpose of the survey?
To learn more about your patients' experience when visiting your practice. By understanding what went well and what didn’t go well, your practice can work to improve your services and patient outcomes.
Can anyone in the family take the survey?
The person who received the treatment should take the survey. However, if the participant is under 18, their parent or legal guardian may complete the survey on their behalf, or if English is not the participant's first language, someone else may assist them in entering their feedback.
If patients have completed a survey previously, should they take it again?
Yes. We try not to ask participants too frequently and have rules in place so they don't receive too many invitations. Participants will not receive more than one survey every two weeks and no more than two surveys over a six-month period.
How do patients opt out of taking these surveys?
Patients who no longer want to receive survey invitations can:
select the unsubscribe link in the email invitation, or
reply STOP to an SMS/TXT invitation.
Survey invitations
How do patients receive their survey invitations?
They are invited by email or SMS/TXT.
Can someone receive a survey invitation if they didn’t have the treatment?
Yes. Someone can receive a survey invitation if they are listed as the primary contact for the patient who received the treatment.
Can the survey be printed out and sent in by post?
No.
Is there an additional cost for sending invites?
Email invites are sent free of charge. However, SMS invites will incur a fee of $0.15 per message sent out and are invoiced directly to the practice.
Data and privacy
Do I need to notify patients we'll be running Patient Voice?
Yes. You need to notify patients that they'll receive a survey after their appointment. This is due to regulations from the Office of the Privacy Commissioner (Health Information Privacy Code 2020).
We've put together the following resources to support frontline staff with communicating what's happening and answering common questions.
Patient Voice FAQs to support frontline staff (PDF 378KB)
Patient Infosheet FAQs (PDF 483KB)
Slide for TV screen (PDF 701KB)
How does AskYourTeam receive patient contact information?
AskYourTeam is a survey company that partners with medical facilities and primary healthcare organisations to conduct surveys and provide patient-reported insights to these organisations. This is done to improve and enhance service delivery.
AskYourTeam receives a secure electronic list of appointments for the current day. This list contains only contact details and very basic demographic data.
Is clinical outcome data being collected?
No. This survey only collects data on patient experience.
How do patients know their personal information is safe?
AskYourTeam undertook an independent data security evaluation to ensure your patients' information is handled safely, securely, and in accordance with standard clinic and medical facility privacy statements.
How can patients be sure their feedback is anonymous?
AskYourTeam removes any identifying data connecting patients to their survey responses. Unless a patient identifies themselves in a free text comment, your clinic or AskYourTeam have no way of connecting any survey response to the person who provided it.