eSurvey FAQs & Troubleshooting

1 2016 Press Ganey Associates, Inc. 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 Response What is the eSurvey website link? What is the phone number/short code that sends eSurvey Text Invitations? Toll-free number: 1 (888) 470-9770 Survey respondent does not want to receive future text surveys. How do they prevent text surveys from being sent? Reply to the text message with the message, Stop. Survey respondent lost their PIN. How can I get it for them? Contact your Press Ganey account manager with the respondent s full name. They will be able to retrieve that respondent s PIN information. Survey respondent deleted the email or text invitation with the survey link. Can it be resent? Contact your Press Ganey account manager with the respondent s full name.

2 They will be able to work with the Client Support Desk to resend an email with the same link as the original email. Text invitations cannot be resent. When survey respondent clicks on the link in their email, it is prompting them to enter a PIN. What should they do? Direct them to enter the PIN from the email notification. What are the supported web browsers for eSurvey Desktop? Microsoft Internet Explorer 7 or higher (all versions), Mozilla Firefox or higher, Google Chrome or higher What are the supported web browsers for eSurvey Mobile? Safari, Android browser (Android and above), Chrome browser, Kindle Fire, Windows 8 phone and tablet Can eSurvey be taken from a smart phone? Yes, eSurvey can be taken on a smart phone and/or tablet device. Survey respondent was not prompted to verify their DOB and was instead taken directly into the survey. Why isn t the DOB authentication working? 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.

3 (Have the patient s full name handy to aid the account manager in Troubleshooting .) 2016 Press Ganey Associates, Inc. Accessing eSurvey Response 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 ( , 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? The survey link is active 30 days after the initial email or text is sent. Do Press Ganey s eSurveys work with software that assists vision-impaired patients? No, not currently. User Issues Response Why does the page jump to the top after the survey respondent answers each question?

4 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. Why won t the survey accept the number the survey respondent is entering? 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. Why won t the survey let the respondent go to the next page/get past the first page? 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.

5 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. 2016 Press Ganey Associates, Inc. User Issues Response Why won t the survey response appear as selected for the survey respondent? 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. Why is the survey asking for the respondent s date of birth? Respondent says they do not supply date of birth on the internet. The DOB authentication is in place to ensure that the correct patient is accessing the survey. DOB was chosen for identity verification because it is something easily known by the patient and something that will not change over time.

6 This cannot be changed to another value or turned off. Why are the NEXT, PREVIOUS and CLEAR SURVEY buttons at the bottom of the page? 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. 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? 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.

7 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. 2016 Press Ganey Associates, Inc. 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 What Does It Mean What To Do We apologize, the system is temporarily unavailable. We appreciate your patience while the support team works to correct the issue. 1) eSurvey may be deploying an update. 2) eSurvey server might be down. 3) Other unknown issue. 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. You have exceeded the maximum character limit of {MaxCharacterLength} The survey respondent has entered more characters than is allowed for the given question.

8 Have the user delete some or all of the text so that it is shorter than the character limit given in the message. You have exceeded the maximum character limit. The first {0} characters were captured. The survey respondent has entered more characters than is allowed for the given question and we only took the first 16,000 characters. Instruct the user of the reason for the error. {0} is an invalid PIN. The number entered on the PIN entry page is not correct. Search for user in InfoTurn Lookup and confirm the PIN they are trying to use. Please enter a PIN. This message appears on the PIN entry page. The user is not entering the PIN and thus is not getting into the survey. Let the user know they must enter a PIN in the PIN entry field and click Login. An error occurred while attempting to Auto-Save. This may happen when a user enters "odd" characters in open text fields, which affects the JavaScript. Have the user clear and re-enter text in the text entry (comment) fields. This survey has already been submitted and is no longer available for review.

9 We appreciate your feedback. The survey has already been completed so the eSurvey is no longer available for the user to complete. 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 survey. This survey is currently in use. The survey is already open in the same browser on the same device. Have user review their open browser windows/tabs to find the open survey. Make sure the user is not double clicking on the link, prompting it to open twice. 2016 Press Ganey Associates, Inc. Error Message What Does It Mean What To Do Your session has expired. You will be automatically re-directed to the Landing Page. The survey has been idle for 20 minutes. The system will take the survey respondent back to the beginning. Let the user know to either click on the link in their original email or obtain the PIN from their email and re-enter it in the PIN entry page.

10 You currently have another survey open. Please complete that survey or close the browser window before starting another survey. 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. 1) User should finish the survey that is already open and then try to access the other survey. 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. We are sorry. You have exceeded the allowable number of incorrect attempts.