Sending a Follow-Up Survey from Propel Rx

This topic is intended for Independent pharmacies only and is not applicable to Rexall pharmacies.

After a patient consultation has been conducted, you may want to follow up with the patient to confirm if their ailment is improving, assess the effectiveness and side effects of the treatment, and evaluate compliance. With the Surveys module, you have the ability to send follow-up surveys to patients to gather this information and identify opportunities where more follow up or referral is required. Follow-up surveys are sent by text message and email, provided the patient's contact information is available for the survey. The responses can be viewed from within the Surveys tile in Propel Rx as well as the Patient Folder.

A follow-up survey can be sent from Propel Rx from any one of the following locations. Select the dropdowns to learn more.

  1. Follow the steps for Completing a Consultation from a Survey.

  2. Prior to selecting Finish, select Plan a follow-up. A new window opens to create the follow-up.

  3. The reason will be automatically populated. Enter the following information:

    • Select whether the follow-up survey will be sent to the patient or a pharmacy team member will be assisting with the follow-up.

    • Select whether the follow-up will be one-time or recurring.

    • Select whether to send the follow-up immediately, after a certain number of days, or on a specified date.

    • If choosing to schedule the follow-up for a later date, enter the time in 24-hour format that the survey should be sent.

    • Select the applicable checkboxes to customize the follow-up.

    • If any additional information should be included for the pharmacist and/or patient, select the applicable checkbox(es) and enter it in the given field(s).

    Regardless of who you assign the follow-up to, the survey will be associated with the logged in pharmacist from start to finish.

    Select Next once done.

  4. Review the patient's information sent from Propel Rx.

    Surveys can be sent in French by setting the patient's Preferred language to French on the survey site.

    • First and last name

    • Gender

    • Date of birth

    • Phone number

    • Email address

    • Backend patient ID

    • PHN

    • Preferred language

    Propel Rx does not share prescription information for the survey.

    If any information is missing or not accurate, select Modify patient's profile, make any necessary edits, and then select Update and select the patient. Any changes made will be saved on the survey site but not write back to Propel Rx.

    Select Next once done.

  5. On the confirmation page, review the details that you entered. Select Confirm follow-up. If the follow-up was sent successfully, a confirmation page displays.

  6. Select the X button at the top right corner to return to the consultation.

    • A record is added to the Patient Folder History tab with an Event of Survey, Activity of Follow Up, User (pharmacist) who sent the survey, and Comments stating the survey type and its status (waiting to be sent on the specified date or unanswered if it was sent immediately).

    • A row is added to the Surveys tile under the Follow Up tab.

      To view Unanswered surveys, ensure the Show Active Only checkbox is deselected.

  1. Open the Patient Folder.

  2. On the Profile tab, select Rx > PFS > Follow Up.

    The Survey window opens.

  3. Enter the follow-up reason in the given field and select the appropriate choice from the dropdown menu. Once done, select Next.

  4. For the selected reason:

    • Select whether the follow-up survey will be sent to the patient or a pharmacy team member will be assisting with the follow-up.

    • Select whether the follow-up will be one-time or recurring.

    • Select whether to send the follow-up immediately, after a certain number of days, or on a specified date.

    • If choosing to schedule the follow-up for a later date, enter the time in 24-hour format that the survey should be sent.

    • Select the applicable checkboxes to customize the follow-up.

    • If any additional information should be included for the pharmacist and/or patient, select the applicable checkbox(es) and enter it in the given field(s).

    Regardless of who you assign the follow-up to, the survey will be associated with the logged in pharmacist from start to finish.

    Select Next once done.

  5. Review the patient's information sent from Propel Rx.

    Surveys can be sent in French by setting the patient's Preferred language to French on the survey site.

    • First and last name

    • Gender

    • Date of birth

    • Phone number

    • Email address

    • Backend patient ID

    • PHN

    • Preferred language

    Propel Rx does not share prescription information for the survey.

    If any information is missing or not accurate, select Modify patient's profile, make any necessary edits, and then select Update and select the patient. Any changes made will be saved on the survey site but not write back to Propel Rx.

    Select Next once done.

  6. On the confirmation page, review the details that you entered. Select Confirm follow-up. If the follow-up was sent successfully, a checkmark appears at the top of the window.

  7. Select the X button at the top right corner to close the Survey window.

    • A record is added to the Patient Folder History tab with an Event of Survey, Activity of Follow Up, User (pharmacist) who sent the survey, and Comments stating the survey type and its status (waiting to be sent on the specified date or unanswered if it was sent immediately).

    • A row is added to the Surveys tile under the Follow Up tab.

      To view Unanswered surveys, ensure the Show Active Only checkbox is deselected.

  1. Process a prescription until it reaches Rx Detail.

  2. Select Rx > PFS > Follow Up.

    The Survey window opens.

  3. Enter the follow-up reason in the given field and select the appropriate choice from the dropdown menu. Once done, select Next.

  4. For the selected reason:

    • Select whether the follow-up survey will be sent to the patient or a pharmacy team member will be assisting with the follow-up.

    • Select whether the follow-up will be one-time or recurring.

    • Select whether to send the follow-up immediately, after a certain number of days, or on a specified date.

    • If choosing to schedule the follow-up for a later date, enter the time in 24-hour format that the survey should be sent.

    • Select the applicable checkboxes to customize the follow-up.

    • If any additional information should be included for the pharmacist and/or patient, select the applicable checkbox(es) and enter it in the given field(s).

    Regardless of who you assign the follow-up to, the survey will be associated with the logged in pharmacist from start to finish.

    Select Next once done.

  5. Review the patient's information sent from Propel Rx.

    Surveys can be sent in French by setting the patient's Preferred language to French on the survey site.

    • First and last name

    • Gender

    • Date of birth

    • Phone number

    • Email address

    • Backend patient ID

    • PHN

    • Preferred language

    Propel Rx does not share prescription information for the survey.

    If any information is missing or not accurate, select Modify patient's profile, make any necessary edits, and then select Update and select the patient. Any changes made will be saved on the survey site but not write back to Propel Rx.

    Select Next once done.

  6. On the confirmation page, review the details that you entered. Select Confirm follow-up. If the follow-up was sent successfully, a checkmark appears at the top of the window.

  7. Select the X button at the top right corner to close the Survey window.

    • A record is added to the Patient Folder History tab with an Event of Survey, Activity of Follow Up, User (pharmacist) who sent the survey, and Comments stating the survey type and its status (waiting to be sent on the specified date or unanswered if it was sent immediately).

    • A row is added to the Surveys tile under the Follow Up tab.

      To view Unanswered surveys, ensure the Show Active Only checkbox is deselected.

  1. On the Workbench, select one prescription for the patient.

  2. Select Rx > PFS > Follow Up.

    The Follow Up will not be available if more than one prescription is highlighted on the Workbench or the highlighted prescription is one of the following types: PrescribeIT®, PhotoRx, Be Well™, diem health, IDP, or DUR.

    The Survey window opens.

  3. Enter the follow-up reason in the given field and select the appropriate choice from the dropdown menu. Once done, select Next.

  4. For the selected reason:

    • Select whether the follow-up survey will be sent to the patient or a pharmacy team member will be assisting with the follow-up.

    • Select whether the follow-up will be one-time or recurring.

    • Select whether to send the follow-up immediately, after a certain number of days, or on a specified date.

    • If choosing to schedule the follow-up for a later date, enter the time in 24-hour format that the survey should be sent.

    • Select the applicable checkboxes to customize the follow-up.

    • If any additional information should be included for the pharmacist and/or patient, select the applicable checkbox(es) and enter it in the given field(s).

      Regardless of who you assign the follow-up to, the survey will be associated with the logged in pharmacist from start to finish.

    Select Next once done.

  5. Review the patient's information sent from Propel Rx.

    Surveys can be sent in French by setting the patient's Preferred language to French on the survey site.

    • First and last name

    • Gender

    • Date of birth

    • Phone number

    • Email address

    • Backend patient ID

    • PHN

    • Preferred language

    Propel Rx does not share prescription information for the survey.

    If any information is missing or not accurate, select Modify patient's profile, make any necessary edits, and then select Update and select the patient. Any changes made will be saved on the survey site but not write back to Propel Rx.

    Select Next once done.

  6. On the confirmation page, review the details that you entered. Select Confirm follow-up. If the follow-up was sent successfully, a checkmark appears at the top of the window.

  7. Select the X button at the top right corner to close the Survey window.

    • A record is added to the Patient Folder History tab with an Event of Survey, Activity of Follow Up, User (pharmacist) who sent the survey, and Comments stating the survey type and its status (waiting to be sent on the specified date or unanswered if it was sent immediately).

    • A row is added to the Surveys tile under the Follow Ups tab.

      To view Unanswered surveys, ensure the Show Active Only checkbox is deselected.

What's Next?

Once the patient submits their responses to the survey, the status of the survey changes to "To Be Analyzed" on the Surveys Workbench > Follow Ups tab and another record is added to the Patient Folder History tab.

The pharmacist can now proceed with analyzing the patient's responses and concluding the follow-up. See Completing a Follow-Up from a Survey for next steps.