SUPPORT

MedicalGPS, LLC

MedicalGPS Customer Support


Help us resolve your request more quickly by choosing one of the Common Support Request options below.

Common Support Requests
I have forgotten my M3 Reporting / Control Panel username and / or password.

Typically, usernames are set up as follows:
firstname.lastname - your first name and last name; all lower case with a period separating your first and last names; e.g. john.smith.

To reset your password, click the "Reset Your Password" link located below the 'log-in' box.
Enter your email address, click "Request Password Reset".
Your username will be displayed.
An email will be sent providing a link to reset your password.
Passwords should be at least 7 characters in length and contain at least one lower case letter, one upper case letter, and one digit.

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How do I add, edit or remove M3-Patient Experience users?

Only Master Account Holders or Admin Users may add, edit or remove M3-Patient Experience Users.

To Add M3-Patient Experience Users:
Login to M3 and click "Manage Users" > "Add New User".

Complete the User Information:
Email Address:
First Name:
Last Name:
User Name: (recommended is "firstname.lastname", all lower case; e.g. "john.smith".

Select User Type:
Survey Administrator - Allows full management access rights, including management of providers, users and survey questions.
Survey Reporting User - Allows reporting access only. No management access.
Survey Email User - Allows only the ability to email patients the survey. No reporting or management access.
Select Surveys to Give Access:
Select the survey(s) to which the user will have access.

Click the button "Create New User"

To Edit M3-Patient Experience Users:
Login to M3 and click "Manage Users".
Click the "Pencil" icon on right side of the page for the user being edited.

Edit the User Information:
Email Address:
First Name:
Last Name:
User Name: (recommended is "firstname.lastname", all lower case; e.g. "john.smith".

Edit User Type:
Survey Administrator - Allows full management access rights, including management of providers, users and survey questions.
Survey Reporting User - Allows reporting access only. No management access.
Survey Email User - Allows only the ability to email patients the survey. No reporting or management access.

Edit Surveys to Give Access:
De-select the check box to remove access to a survey.
Select the survey(s) to which the user will have access.

Click the button "Edit User Access"

To Disable M3-Patient Experience Users:
Login to M3 and click "Manage Users".
Click the "Red X" icon on right side of the page for the user being disabled.
The user's information will be displayed for review before disabling their access.
Click the button "Disable User Access"

Thank you from the MedicalGPS Support Team!

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How do I add or remove M3-Patient Experience email recipients?

Only Master Account Holders or Admin Users may add or remove M3-Patient Experience Email Notification Recipients. Each survey may have up to 20 email recipients.

To Add M3-Patient Experience Email Notification Recipients:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "Internal Email Recipients".
Enter the recipient(s) email address into one of the available blank boxes.
Click the "Save" button at the bottom of the screen.

To Remove M3-Patient Experience Email Notification Recipients:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "Internal Email Recipients".
Delete the recipient(s) email address the email address box.
Click the "Save" button at the bottom of the screen.

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How do I add, edit or delete M3-Patient Experience providers?

Only Master Account Holders or Admin Users may add or remove M3-Patient Experience Providers.

To Add a Provider to M3-Patient Experience:
Login to M3 and click, "Manage Survey" > "Manage Providers".
Click "Add a New Provider". On the Manage Providers screen.
Complete the Provider Information:
First Name:
Middle Name/Initial:
Last Name:
Suffix: (i.e., Sr., Jr., etc.)
Title: (from dropdown box)
Name Displayed to Patients: (type the provider name as you would like displayed to patients.)
Email Address:
Provider NPI:
Specialty: (from dropdown box)

Select "Yes" or "No" to send the provider a Monthly Report email. Not all M3-Patient Experience clients subscribe to the Monthly Provider Report. Contact Support by scrolling to the bottom of this page and click "I have a question not listed here" to inquire about monthly reporting.

Select the location(s) where the provider practices.

Click the "Save This Provider" button at the bottom of the screen.

Note: After adding new providers, login to M3-Patient Experience and activate the automated email process for the provider by following the instructions in this support portal under the question "How do I activate and manage M3-Patient Experience automated emails?". It may take 24 to 48 hours after the provider begins to see patients before the provider appears in the "Managing Providers in Your Automatic Email Pushes" page. Not all M3-Patient Experience clients subscribe to the Automated Email Process. Contact Support by scrolling to the bottom of this page and click "I have a question not listed here" to inquire about implementing the Automated Email Process for your survey(s).

To Edit a Provider in M3-Patient Experience:
Login to M3 and click, "Manage Survey" > "Manage Providers".
Click the "Pencil" icon on right side of the page for the provider being edited.
Edit the Provider Information:
First Name:
Middle Name/Initial:
Last Name:
Suffix: (i.e., Sr., Jr., etc.)
Title: (from dropdown box)
Name Displayed to Patients: (type the provider name as you would like displayed to patients.)
Email Address:
Provider NPI:
Specialty: (from dropdown box)

Select "Yes" or "No" to send the provider a Monthly Report email. Not all M3-Patient Experience subscribe to the Monthly Provider Report. Contact MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to inquire about monthly reporting.

Edit the location(s) where the provider practices.
De-select locations where the provider no longer practices.
Select location(s) where the provider practices.

Click the "Save This Provider" button at the bottom of the screen.

To Delete a Provider from M3-Patient Experience:
Login to M3 and click "Manage Survey".
Click "Manage Providers".
Click the "Red X" icon on right side of the page for the provider being deleted.
The provider's information will be displayed for review before deleting the provider.
Click the button "Remove This Provider"

If you unintentionally delete a provider, DO NOT ADD the provider back into M3-Patient Experience using the steps above. The providers survey data will not 're-connect' using this method. Contact MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to request the provider be 're-activated'.

Thank you from the MedicalGPS Support Team!

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How do I add or remove my M3 survey's locations?

Only Master Account Holders or Admin Users may add or remove M3-Patient Experience Locations.

To Add a Location to M3-Patient Experience:
Login to M3 and click, "Manage Survey" > "Manage Locations".
Enter the New Location into the "Location Name" field.
Click the "Create New Location" button to the right of the screen.
Enter the Location Information:
Location Display Name: (type the location name as you would like displayed to patients.)
Address:
Address 2:
City:
State:
Zip:
Phone:

Click the "Save This Location" button at the bottom of the screen.

Note: After adding a New Location, be sure to add providers to the location. You may click the people icon to go to Manage Providers. Refer to the instructions in this support portal under the question "How do I add, edit or delete M3-Patient Experience providers?".

To Edit a Location in M3-Patient Experience:
Login to M3 and click, "Manage Survey" > "Manage Locations".
Click the "Pencil" icon on right side of the page for the location being edited.
Edit the Location Information:
Location Display Name: (type the location name as you would like displayed to patients.)
Address:
Address 2:
City:
State:
Zip:
Phone:

Click the "Save Changes to This Location" button at the bottom of the screen.

To Delete a Location from M3-Patient Experience:
Login to M3 and click "Manage Survey".
Click "Manage Locations".
Click the "Red X" icon on right side of the page for the location being deleted.
The location's information will be displayed for review before deleting the location.
Click the button "Delete This Location"

If you unintentionally delete a location, DO NOT ADD the location back into M3-Patient Experience using the steps above. The locations survey data will not 're-connect' using this method. Contact MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to request the location be 're-activated'.

Thank you from the MedicalGPS Support Team!

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How do I activate and manage M3-Patient Experience automated emails?

Only Master Account Holders or Admin Users may activate M3-Patient Experience Automated Email process.

For the automated email push to go into effect it must be approved by the Practice Manager. The automated email push works effectively for practices choosing to use it, and eliminates the practice from having to manually send patients an email. The process starts by the local practice staff entering the patient's email address into the practices EHR or Practice Management System. Each evening an automated process will harvest all of the patient names and email addresses for patients seen "today", and securely transfers that data to MedicalGPS the morning following the patient's office visit, patients seen "yesterday", which had an email address entered are automatically pushed an email on behalf of the practice.

To Automate Patient Emails:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "Manage Patient Emails". If the link is not present, MedicalGPS is not receiving data for the practice.
The "Managing Providers in Your Automatic Email Pushes" page will display the Survey Name, Survey ID, COID (if applicable), System Locations, System Providers and Providers already included in the automated email process.

The "Managing Providers in Your Automatic Email Pushes" page also displays providers that MedicalGPS is receiving patient email addresses for. Select the providers to activate the automated email push for that provider and location by clicking "on" the box next to each of the providers' listings. Some providers may be listed more than once based on the locations in which they see patients; check all that apply.

Click the "Save Providers" button at the bottom of the screen and follow any additional on-screen instructions.

Note: Review the list of providers and locations set up in M3-Patient Experience to insure the providers you approved for the automated email push are active and available to be selected by patients as part of the survey process. To review the providers set up in M3-Patient Experience click the link "Manage Surveys" then "Manage Providers". If providers need to be added to M3-Patient Experience click "Add a New Provider" button. If you need additional assistance in adding a new provider, refer to the instructions in this support portal under the question "How do I add, edit or delete M3-Patient Experience providers?"

The approval process is all done on-line and the automation usually begins the following morning after the practice manager's approval. Once the automation is activated, it remains "turned-on" unless the data being received by MedicalGPS changes (i.e.; COID, practice address or provider name change or addition). If new providers or locations are added, login to M3 and click "Manage Emails & Notifications" to open the dropdown box. Click "Manage Patient Emails" to approve the new provider/location.

Note: Practice managers should review emails sent periodically to confirm the automation is working for their practice for those providers they have approved and turned on. Review emails sent by clicking "Manage Emails & Notifications" to open the dropdown box and click "View Sent Emails". Practice managers (and other ADMIN-level users) may check to see the number and to whom M3-Patient Experience survey emails are pushed.

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How can I verify that M3-Patient Experience emails are being sent to patients?

Only Master Account Holders or Admin Users may view emails sent to Patients through M3-Patient Experience.

Practice managers should review emails sent periodically to confirm the automation is working for their practice for those providers they have approved and turned on.

To review emails sent:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "View Sent Emails".

Practice managers (and other ADMIN-level users) may check to see the number and to whom M3-Patient Experience survey emails are pushed.

The "Patient Emails Sent" page will display the number of emails sent by month for the current and prior year. The page also displays emails sent over the last 30 days, displaying:
Patient Name
Patient Email Address
Date and Time Email Sent
Who Sent the Email (MGPS indicates the email was sent through the Automated Email Process).

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How do I manage the M3-Patient Experience survey questions?

Only Master Account Holders or Admin Users may manage the questions for M3-Patient Experience.

Only Master Account Holders or Admin Users may manage the questions for M3-Patient Experience.

To Manage the Questions for the M3-Patient Experience Survey:
Login to M3 and click, "Manage Survey" > "Manage Questions".

The questions are displayed with their corresponding answers. Since MedicalGPS uses the questions for benchmarking across the MedicalGPS database, questions or answers may not be modified.

If available, 'check boxes' are presented to allow a question to be included in the survey, a comment box presented with the question or to allow the question to be skipped by the patient. Not all questions are presented with these options. Some parent organizations only allow certain management of the questions. The three options are further defined below:

Include - If this box is checked the patient is presented with this question during the survey process. If the box is not checked the patient will not be presented with the question. Certain questions are asked dependent upon the answer of a previous question.

Comment - If this box is checked the patient is presented with the option to leave additional comments, if desired, after answering the question. If the box is not checked the option to leave additional comments is not presented. Every survey has a General Comment box presented to that patient at the end of the survey.

Skippable - If this box is checked the patient may proceed to the next question without answering the question. If this box is not checked the patient must answer the question before being allowed to continue through the survey.

Click the "Save" button to save your changes. You may also take a survey to view the questions that will be presented to your patients. To take a survey click "General Survey Settings" and click the "You may preview your survey and any changes made to it by clicking here."

If you are not able to make the changes desired it may be due to restrictions in place by your organization. Contact MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to request additional information about managing questions.

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How do I manage the M3-Patient Experience 'Welcome' and 'Thank You' screens?

Only Master Account Holders or Admin Users may manage the 'Welcome' and 'Thank You' screens for M3-Patient Experience.

To Manage the 'Welcome' and 'Thank You' screens for the M3-Patient Experience Survey:
Login to M3 and click, "Manage Survey" > "General Survey Settings".

You may customize the Welcome Screen with any text you desire. A Spanish Version of each question is inherent in the system; however, if you customize the Welcome Screen you will also need to customize the Spanish Version of the Welcome Screen.

You may customize the Thank You Screen with any text you desire. A Spanish Version of each question is inherent in the system; however, if you customize the Thank You Screen you will also need to customize the Spanish Version of the Thank You Screen.

Click the button "Save All Changes" below the section you edited to save the changes. You may also take a survey to view the 'Welcome' and 'Thank You' that will be presented to your patients. To take a survey click "General Survey Settings" and click the "You may preview your survey and any changes made to it by clicking here."

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How do I add or manage M3-Patient Experience survey custom questions?

Only Master Account Holders or Admin Users may manage the custom questions for M3-Patient Experience.

To Manage the Custom Questions for the M3-Patient Experience Survey:
Login to M3 and click, "Manage Survey" > "Manage Custom Questions".

You may have up to five (5) custom questions in your M3-Patient Experience Survey. The Custom Questions will be presented after the Standard Questions. A Spanish Version of the standard questions is inherent in the system; however, if you create custom questions you will also need to create Spanish Versions of each custom question.

Custom questions are free text. The answers are also free text for you to enter. You may enter a positive, affirmative statement to which the patient may agree or disagree. You may also ask a question to which the patient is presented with up to five answers.

Include this Question? - If this box is checked the patient is presented with this question during the survey process. If the box is not checked the patient will not be presented with the question.

Allow Comments on this Question? - If this box is checked the patient is presented with the option to leave additional comments, if desired, after answering the question. If the box is not checked the option to leave additional comments is not presented. Every survey has a General Comment box presented to the patient at the end of the survey. Click the "Save All Changes" button at the bottom of the screen to save your changes. You may also take a survey to view the questions that will be presented to your patients. To take a survey click "General Survey Settings" and click the "You may preview your survey and any changes made to it by clicking here."

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How do I improve M3-Patient Experience patient response rates?

Ideas and comments related to M3-Patient Experience patient participation:

a) Collecting patient email addresses: Pushing the patient an email is the number one action that will generate/sustain adequate and better response rates. Practices that collect the patient's email address part of the practice's normal registration process, similar to collecting the patient's phone number, physical address and other contact information; have on-going, good response rates.

b) Adding a "Please Take Our Survey" link to the practice's website: The practice's internal resource (web-master and/or ITS team) may assist with adding the survey URL link to your practice's website. The unique URL for your practice's M3 survey may be obtained by logging into M3-Patient Experience and clicking "Manage Survey". This page also provides for the generation of a QR Code for your practice's M3 survey.

c) Hand outs: Some M3 clients choose to handout post-card size "invitations", asking patients to take the survey, which serves as a reminder when the patient returns home. The invitation may have the practice's website address with a "Please Take Our Survey" link on the website or the QR Code for your practice's survey for the patient to scan and take the survey on their mobile device.

d) Placing a PC or Kiosk in the practice waiting area or using Tablets or iPads: Some M3 clients have positioned PC's and/or Kiosks in the practice's waiting areas along with signage advertising the survey, and some have utilized iPads or other hand-held PC tablet devices. This makes for a real nice PR touch, especially with some professional signage posted around the PC or kiosks; however, the incremental increase in survey responses most likely will be minimal. Using tablets or iPads will require someone to be responsible for monitoring and maintaining the device to ensure the devices are not abused and/or pilfered.

f) There are additional TIPs listed in the M3-Patient Experience tutorial that may be useful; check out pages 42-44. One idea listed in the TIPs relates to training support staff to personally ask the patient to take the survey. Combining the "ask" with a hand out (item c), is powerful method to increase participation. Whenever a member of the patient's care team makes a personal "ask", AND hands the "invitation" reminder card to the patient, patients are very likely to take the survey.

Paper Surveys: MedicalGPS does not recommend paper surveys; and encourages the utilization of some or all of the techniques to improve response rates. Paper surveys are generally not cost effective, may jeopardize data integrity, and diminish the timeliness of the patient's feedback.

If you would like additional assistance in improving your practice's response rates, contact MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to request additional information.

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How can I promote M3-Patient Experience within the practice?

For practices currently using M3-Patient Experience, please feel free to click the link below to download the M3 promo materials zip file. In the zip file you will find a set of promo materials containing pdf files that are "print ready", as well as promo materials saved as Microsoft word documents, which may be edited as needed; allowing for the addition of logos, changing text, etc. A check-list that describes certain techniques used by other practices to help increase patient participation is also included, which may be very useful.

Download M3 Promo Materials (zip archive file.)

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What can I do about undeliverable patient emails?

It's not unusual to get 15% to 20% of the emails retuned as undeliverable, usually because the patient has a new email address, and/or a new internet service provider.

"Failure Notices" or "Undeliverable Emails" are automatic emails that bounce back whenever the patient's email address is not deliverable, usually because the patient has a new email address and their "old" email address is no longer active. Typically included in the body of the "failure notice" text, there's a reason for the rejection, such as "invalid mailbox" or "addressee unknown."

Whenever an email is not delivered, an "undeliverable" or "failure notice" will automatically come back to the "From:" sender's in-box, providing an opportunity to flag the patient's file to allow for a corrected email to be obtained during the patient's next visit. Many patients will change their email address over time, which may cause the email to be "rejected" or "undeliverable". If flagging the patients; record is not practical, asking registration personnel to confirm that the patient's email address is up-to-date as patients routinely check-in and/or register, much like updating other patient contact information, will minimize the "undeliverable" bounce backs.

Many of the "Failure Notices" or "Undeliverable Emails" will include a "Numeric Code". Understanding these codes will assist you in determining corrective action in obtaining valid email addresses. Some of the more common codes are presented below:

5.X.X Permanent Failure: A permanent failure is one which is not likely to be resolved by resending the message in the current form. Some change to the message or the destination must be made for successful delivery. For example, if the patient's email address is no longer active, resending another invitation to the same, inactive address will not be successful, or if the patient's email address was mistyped, the typo should be corrected before resending the email.

550 5.7.1 Access denied: That is a well-defined (although not directly useful) response code. The '550' is part of the basic standard for SMTP and is defined in RFC2821 as: 550 Requested action not taken: mailbox unavailable (e.g., mailbox not found, no access, or command rejected for policy reasons). The additional code "5.7.1" is part of an extension of the response code system that provides more precise detail.

X.7.X Security or Policy Status: The security or policy status codes report failures involving policies such as per-recipient or per-host filtering and cryptographic operations. Security and policy status issues are assumed to be under the control of either or both the sender and recipient.

X.7.1 Delivery not authorized, message refused: The sender is not authorized to send to the destination. This can be the result of per-host or per-recipient filtering. In short: the receiving server that refuses to accept a message with this response is telling you that it is doing so because of an unspecified policy, which "could" be just about anything imaginable. Policy is subject to the desires of individual mail system operators.

4.4.7. This code typically indicates an issue on the receiving server. Verify the validity of the recipient address, and verify that the receiving server is configured to receive messages correctly. The message in the queue has expired. The sending server tried to relay or deliver the message, but the action was not completed before the message expiration time occurred. This NDR may also indicate that a message header limit has been reached on a remote server or that some other protocol timeout occurred during communication with the remote server.

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How do I obtain the M3-Patent Experience Survey URL or generate a QR Code to integrate into the practice's website or other promotional material?

Only Master Account Holders or Admin Users may access the M3-Patient Experience Survey URL.

The unique URL for your practice's M3-Patient Experience survey may be obtained by logging into M3-Patient Experience and clicking "General Survey Settings". Survey link along with the QR Code generator are at the top of this page.

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How do I edit the M3-Patient Experience Patient Email and "From" email address?

Only Master Account Holders or Admin Users may edit the patient email and "from" email address.

To Edit the Patient Email:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "Edit Patient Email".

Please read the instructions on the Manage Email screen before making any changes to the patient email.

The Subject Line and Email Body is free text. You may enter any text you like; however, there is certain information that is automatically populated into the body of the email that should remain intact. The items are bracketed and include the following items:
[Survey Link]
[Clinic Name]

It is important not to change any of these items as they are automatically populated by M3-Patient Experience.

To Edit the "From" Email Address:
Login to M3 and click "Manage Emails & Notifications" to open the dropdown box.
Click "Edit Patient Email".

You may enter a valid email address in the "Email From" box. The "From" email address must be a valid email address. Any "undeliverable" emails will come back to the updated email account starting immediately after you click the "Save Email" button. If an email address other than the practice manager's email address is used, that email account should be a live or "real" email address, and assigned to the practice manager, or someone on staff, to allow the email account to be monitored and maintained on a regular basis.

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How do I set up a new M3-Patient Experience practice?

If you are part of a multi-practice organization and need to setup a new practice, submit the following information:

Organization Name:
Manager Name:
Manager Email:
Telephone Contact:
Clinic/Practice Name:
Clinic/Practice Address:
Clinic/Practice City:
Clinic/Practice State:
Clinic/Practice Zip:
COID (if applicable):
Market (if applicable):
Division Vice President (if applicable):
Group Vice President (if applicable):

Provide the following information for each of your providers:

Provider First Name:
Provider Middle Name/Initial:
Provider Last Name:
Provider Suffix: (i.e., Sr., Jr., etc.)
Provider Title: (i.e., MD, PA, etc.)
Provider Name Displayed to Patients: (type the provider name as you would like displayed to patients.)
Provider Email Address:
Provider NPI:
Provider Specialty:

Provide the Following Information for Each Location:

Location Display Name: (type the location name as you would like displayed to patients.)
Address:
Address 2:
City:
State:
Zip:
Phone:

You may submit this information/request to MedicalGPS Support by scrolling to the bottom of this page and click "I have a question not listed here" to request additional information.

You may email this information in an excel spreadsheet to: support@medicalgps.com

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