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User's Guide

Reputation Manager

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Contents Contents ...................................................................................................................................................................................... 3

List of procedures ........................................................................................................................................................................ 3

Reputation Manager 4

Overview of Reputation Manager ............................................................................................................................................... 5

Purpose of Reputation Manager ............................................................................................................................................ 5

Benefits of Reputation Manager ............................................................................................................................................ 5

Features of Reputation Manager ........................................................................................................................................... 5

Requirements - reputation.com integration .......................................................................................................................... 7

Using Reputation Manager .......................................................................................................................................................... 8

Using Reputation Manager Email Surveys ............................................................................................................................. 8

Opting patients out of Email surveys ..................................................................................................................................... 8

Using Reputation Manager Kiosk ........................................................................................................................................... 9

Appointment Workflow Compliance - Reputation Management ........................................................................................ 11

Configuring Reputation Manager .............................................................................................................................................. 12

Registering Reputation Manager ......................................................................................................................................... 12

Integrating Reputation Manager Email Surveys .................................................................................................................. 13

Configuring multiple Locations and Templates ........................................................................................................... 17

Configuring reputation.com Kiosk ....................................................................................................................................... 19

Competencies Checklist for Reputation Manager ..................................................................................................................... 20

Index .......................................................................................................................................................................................... 21

List of procedures To halt reputation.com email surveys for ONE patient at a time .......................................................................................... 8

To halt ALL reputation.com email surveys ............................................................................................................................. 9

To use the Reputation Manager Kiosk ................................................................................................................................... 9

To register Reputation Management (reputation.com integration) .................................................................................... 12

To configure Email Surveys for Reputation.com .................................................................................................................. 13

To enable viewing of the Locations File ............................................................................................................................... 17

To configure multiple reputation.com Locations (and reputation.com Templates) in the EXACT Locations File ............... 17

To configure the kiosk option for Reputation.com .............................................................................................................. 19

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REPUTATION MANAGER

Manage your dental practice online reputation, stand out from the local competition, encourage volume reviews from patients, drown out negative feedback with positive reviews.

This is made possible through EXACT's integration with Reputation.com http://www.reputation.com/business, a respected platform for online review management, local search visibility, and social media designed for businesses.

The integration is available from EXACT v11.7 onwards.

NOTE: This feature requires registration in EXACT and sign up / payment with reputation.com http://www.reputation.com/

Overview

Purpose (see "Purpose of Reputation Manager" on page 5)

Features (see "Features of Reputation Manager" on page 5)

Benefits (see "Benefits of Reputation Manager" on page 5)

Requirements, Limitations (see "Requirements - reputation.com integration" on page 7)

Using

Workflow, screens and procedures

Using Reputation Manager Email Surveys (on page 8)

- Opting patients out of Email surveys (on page 8)

Using Reputation Manager Kiosk (on page 9)

Appointment Workflow Compliance - Reputation Management (on page 11)

Configuring

Setting up and customising

Registering Reputation Manager (on page 12)

Configuring Email Surveys from reputation.com (see "Integrating Reputation Manager" on page 13)

- Configuring multiple Locations and Templates (on page 17)

Configuring reputation.com Kiosk (on page 19)

Competencies

Check your skills

Competencies Checklist for Reputation Manager (on page 20)

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Overview of Reputation Manager Purpose, benefits, features and requirements of Reputation Manager.

Purpose of Reputation Manager

As many businesses have discovered, an online presence can draw negative criticisms or reviews, even if these are completely unwarranted.

In the dental world even a single vindictive client can cause disproportionate damage to a practice, and a damaged Google Score alone can compromise search rank results, resulting in fewer patients finding your website.

Reputation management is therefore increasingly becoming a requirement rather than an option for an effective online presence.

Reputation.com http://www.reputation.com/business offers an online reputation defense by encouraging users to write online reviews en masse, thereby drowning out solitary bad reviews.

Benefits of Reputation Manager

Benefits include:

Improve your search rankings online so that more people find your dental practice.

Leverage positive reviews online and keep negative reviews offline.

Increase client positive reviews relative to negative reviews.

Increase reviews with proactive surveys and in-store tablets.

Measure and improve your 'Reputation Score' against competitors.

Features of Reputation Manager

Features include:

There are two ways in which this third-party software can be integrated with EXACT:

o As an email campaign where reputation.com emails patients with requests to complete surveys.

o As a kiosk (iPad platform) that reputation.com installs in your reception area. A reputation prompt is added to the appointment workflow Departure Task List, and receptionists ask patients to complete surveys in the kiosk screen. Rating data and comments are passed back to Reputation.com directly from the tablet/kiosk application. Reputation.com then posts the surveys gathered by its application to its own ratings website, the practice website, the practice Facebook page, and other social sites.

Detailed reporting from reputation.com:

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Report in the Appointment Workflow Compliance Report (see "Appointment Workflow Compliance - Reputation Management" on page 11) on how many patients failed to complete a kiosk survey:

Turn the reputation.com feature on or off:

(From EXACT v11.9 onwards) A practice can configure Reputation Manager so that patients are only contacted after their treatment has been TCed:

Patients can choose to opt out of Reputation.com Email surveys.

Practitioners opt them out by means of a checkbox on the Contact Restrictions screen (accessible from Patient Contacts screen > Restrictions button):

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Patients who are offered the NHS Friends and Family Survey are not offered the Reputation.com kiosk or Email survey. Only the Friends and Family Survey appears in the Departure Task List:

Requirements - reputation.com integration

Requirements for Reputation Manager:

The module must be registered in EXACT.

Practices are required to sign up with Reputation.com and pay their monthly fee.

Reputation.com has a setup requirement.

Configuration in EXACT requires data from the Reputation.com setup.

If using the kiosk you need an iPad/s: version 2, 3, 4 or iPad Air (5) running at least IOS 6.

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Using Reputation Manager Practice user procedures and screens in Reputation Manager.

Using Reputation Manager Email Surveys

There are no user procedures; the process is automated by reputation.com. EXACT communicates completed treatment patient details with reputation.com, who then email the patient details of a survey.

You have the option of opting individual patients out of reputation.com emails (see "Opting patients out of Email surveys" on page 8).

Opting patients out of Email surveys

Patients may want to individually opt out of reputation.com email surveys.

You also have the option of halting ALL reputation.com email surveys.

To halt reputation.com email surveys for ONE patient at a time

1. Select a patient in the Patients desktop.

2. Select the patient Contacts tab.

3. Click the Restrictions button at the bottom of the page.

4. In the Contact Restrictions popup window, check (tick) the Reputation survey emails checkbox

You will only see this checkbox if Reputation Manager is configured for Emails - see Integrating Email Surveys from reputation.com

5. Click the OK button:

This patient will no longer receive Emails, but will still appear in the Departure Task List as a Reputation Manager Kiosk prompt.

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To halt ALL reputation.com email surveys

1. Go to Configure > Practice Settings.

2. Select the configuration button for Enable Reputation Management.

3. Un-check the Email Surveys checkbox.

4. Click OK.

Using Reputation Manager Kiosk

Although patients can individually opt out of Email Surveys from reputation.com, there is no such opt out for the kiosk. So long as reputation.com Kiosk is enabled, a Departure Task List hyperlink will prompt the receptionist to ask the patient to complete a kiosk survey, and the completion statistics will be reported in the Appointment Workflow Compliance Report.

To use the Reputation Manager Kiosk

1. At patient departure, click the Reputation.com Kiosk task in the Departure Task List

You will be prompted as follows:

If you click OK the prompt is removed from the Departure Task List. If you click Cancel, the prompt remains on the Departure Task List.

2. Ask the patient if they would like to fill out the Reputation.com Survey on the Kiosk.

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o If the patient answers "NO", click OK and continue with the departure process. The prompt will be removed from the Departure Task List.

o If the patient answers "YES", click OK and issue the kiosk device to the patient for survey completion. The prompt will be removed from the Departure Task List.

3. When the patient completes the survey the kiosk software handles all communication.

IMPORTANT: Kiosk statistics (patients completing or not completing surveys) are reported in the Appointment Workflow Compliance Report (see "Appointment Workflow Compliance - Reputation Management" on page 11):

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Appointment Workflow Compliance - Reputation Management

Reputation Management is reported in the Appointment Workflow Compliance Report as follows:

Number of appointments where the Reputation Kiosk was not collected, and the percentage that this represents of the whole.

Appointments with failed workflows that include the Reputation Kiosk.

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Configuring Reputation Manager Procedures to register and configure the feature.

Registering Reputation Manager

To register Reputation Management (reputation.com integration)

1. Go to Configure > Practice Information and click the Register button at top right.

2. Register the feature in the normal way.

3. Once registered, restart EXACT.

4. Check that the feature is now registered by going to Configure > Practice Settings and checking that you can see a new checkbox for Enable Reputation Management:

The integration does not automatically function on registration; it has to be enabled and configured.

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Integrating Reputation Manager Email Surveys

Reputation.com Email Survey prerequisites:

Sign up with reputation.com

From your reputation.com configuration, make a note of 1) your API Key 2) the name of the a default template that you will use.

Register the reputation.com module in EXACT and and restart EXACT.

To configure Email Surveys for Reputation.com

1. Go to Configure > Practice Settings and

a. Check (tick) the Enable Reputation Management checkbox

b. Click the Configure button that then becomes available:

The Reputation Management Configuration screen displays:

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Only enable Reputation surveys at the end of the treatment

Check if you want to configure Reputation Manager to only send a survey to patients whose treatment has been TCed.

With this configuration the following will apply:

- For the daily sending reputation survey schedule, only patients who have been TCed on the day will be sent the email survey.

- The departure workflow will include the reputation kiosk hyperlink only for appointments with a TCed treatment.

- Patients who had no treatments and patients who had no TCed treatment will not be issued the reputation survey.

Email Surveys Check if you wish to enable Email surveys. There is no need to check this if you opt only for 'kiosk' patient surveys in reception.

Practice Email Address The Practice Email Address field cannot be configured here, but elsewhere, such as in the Configure > Practice Information screen.

The red warning fields are required - they must all have a valid entry to proceed.

Each field has rules:

The OK button remains greyed out until fields are correctly populated, meeting the rules.

2. Check (tick) the Email Surveys checkbox.

There is no need to check this if you opt only for 'kiosk' patient surveys in reception.

3. To view fields that do not meet the requirements, hover your mouse cursor over the greyed out OK button:

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Example of all fields completed:

4. Populate all fields as described below.

NOTE: When EXACT calculates all fields as validly populated, the OK button will no longer be greyed out.

Email Surveys checkbox

Check to enable automated email surveys from reputation.com.

No need to check this if you opt only for 'kiosk' patient surveys in reception.

Practice Email Address

This is an un-editable field but you can check here whether the practice has a configured default Email address.

If not, as in the image above, you can optionally set an email address from Configure > Practice Information.

Min Patient Age The minimum age for a patient to receive reputation.com communications. This field cannot be empty, and must have a positive number from 1-100.

API Key A maximum of 36 hexadecimal characters with no spaces. Obtain this key from your setup on the reputation.com website.

Default Location Code

A maximum of 30 alphanumeric characters, spaces allowed. Obtain this from your setup on the reputation.com website.

If the practice has multiple locations, see procedures in Configuring multiple Locations and Templates (on page 17).

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Default Template

A maximum of 30 alphanumeric characters, spaces allowed. Obtain this from your setup on the reputation.com website.

If the practice has multiple Locations, each Location requires an associated Template - see procedures in Configuring multiple Locations and Templates (on page 17).

OK button This is greyed out if any required field is blank or does not meet the validation rules.

If greyed out, hover your mouse cursor over it to see a list of invalid items.

5. When complete, click the Test button.

EXACT communicates with reputation.com and provides a result of either Test failed or Test succeeded:

6. If Test failed, check all fields and test again. If it continues to fail, please contact the Support Desk.

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Configuring multiple Locations and Templates

To enable viewing of the Locations File

Go to Configure > Practice Settings and check (tick) the Enable Locations checkbox, then click OK.

Overview:

Each Location defined on Reputation.com requires an associated Reputation.com Template.

Practices that set up multiple Locations in reputation.com need to create the equivalent Locations (and associated Templates) in EXACT.

They do this by means of the Locations File.

To configure multiple reputation.com Locations (and reputation.com Templates) in the EXACT Locations File

1. Select File > Locations to display the Location File

If you see no Locations option in the File menu, first enable Locations from the Practice Settings window (procedure described above).

A blank Location File appears:

2. Select the +1 button to add a new Location:

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3. Complete the fields and the select OK.

Code The Code field can be any alphanumeric.

Reputation Location Code If you wish to use the default Reputation Location Code, leave the field blank.

Reputation Template Name

If you wish to use the default Reputation Template Name, leave the field blank.

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Configuring reputation.com Kiosk

Reputation.com Kiosk prerequisites:

Sign up with reputation.com and inform them that you want the Kiosk option. They should then provide a 'kiosk', probably in the form of a pre-configured iPad.

Register the reputation.com module in EXACT and and restart EXACT.

To configure the kiosk option for Reputation.com

1. Go to Configure > Practice Settings and check (tick) the Enable Reputation Management checkbox

2. Click the Configure button for Enable Appointment Workflow.

3. In the Departure Details window, check (tick) the Reputation.com Kiosk checkbox.

4. Click Next> to proceed through the wizard to conclusion.

EXACT will then add a kiosk reputation survey prompt to the Departure Task List for patients.

SEE ALSO: Using Reputation Manager Kiosk (on page 9)

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Competencies Checklist for Reputation Manager

Tick the indicated (shaded) tasks in which you are competent in your role as

Receptionist, Clinician or Practice Manager:

Competencies achieved: Page

Use the Reputation Manager Kiosk at reception 9

Halt reputation.com email surveys for ONE patient at a time 8

Halt ALL reputation.com email surveys 8

Register Reputation Management 12

Configure Reputation Manager so that patients will only be surveyed after their

treatment is Tced (v11.9 or later). 13

Integrate Email Surveys for Reputation.com 13

Configure multiple reputation.com Locations (and reputation.com Templates) in the EXACT Locations File

17

Configure the kiosk option for Reputation.com 19

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Index A Appointment Workflow Compliance - Reputation

Management • 4, 6, 10, 11

B Benefits of Reputation Manager • 4, 5

C Competencies Checklist for Reputation Manager • 4, 20

Configuring multiple Locations and Templates • 4, 15, 16,

17

Configuring Reputation Manager • 12

Configuring reputation.com Kiosk • 4, 19

F Features of Reputation Manager • 4, 5

I Integrating Reputation Manager • 4, 13

O Opting patients out of Email surveys • 4, 8

Overview of Reputation Manageer • 5

P Purpose of Reputation Manager • 4, 5

R Registering Reputation Manager • 4, 12

REPUTATION MANAGER • 4

Requirements - reputation.com integration • 4, 7

U Using Reputation Manager • 8

Using Reputation Manager Email Surveys • 4, 8

Using Reputation Manager Kiosk • 4, 9, 19