Troubleshooting Survey Issues
This topic is intended for Independent pharmacies only and is not applicable to Rexall pharmacies.
This section outlines how to handle common issues or scenarios with the Surveys module in Propel Rx.
Are there any role-based restrictions in Propel Rx that limits who can send a survey to a patient?
No. Any type of user in Propel Rx can send surveys to a patient. However, consultations or follow-ups should only be completed by pharmacists.
If a patient doesn't exist in Propel Rx, can I still receive consultation surveys from them in Propel Rx?
Yes. Patients, whether or not they exist in your Propel Rx patient database, can initiate a consultation survey using an external link. These surveys land on the Surveys Workbench of Propel Rx with a Method of "External Link." You can view their survey responses and complete the consultation but write back to a Patient Folder will not occur. You can however still manually copy information from the consultation into a Patient Folder. For more information, see Completing a Consultation from a Survey.
How is patient consent for surveys captured?
On the first survey that a patient completes, they will be asked to provide consent. If your pharmacy's franchise settings are set to store the patient's consent, it will be recorded on the patient record in the survey site and show on the survey results written back to Propel Rx.
If I update the patient's contact information on the survey site, does it update the Patient Folder in Propel Rx?
No. Any patient demographic updates made on the survey site are only saved there. Only the survey results and survey statuses are sent back to Propel Rx.
Are medications on the Patient Profile in Propel Rx shared for a survey?
No. Only the patient's first and last name, gender, phone number, email address, backend patient ID, PHN, and preferred language are shared for the survey.
My patient lost the email or text message containing the link to their survey. Can I resend it?
Yes if it's been less than 14 days (for consultations) or 30 days (for follow-ups) since the survey was last sent. Follow the steps in Resending a Survey from Propel Rx. If these timelines have passed, the survey would have been removed on the survey site and a new survey will need to be sent. If a survey expired, a record will be visible in the Patient Folder History tab with a comment stating the survey type and its status (cancelled).
Can I do Minor Ailment billings from a survey?
No. At this time, Minor Ailment billings must be done manually or using the Minor Ailments module.
I received a consultation request from a patient that exists in Propel Rx but after I completed the consultation, no record was saved in the Patient Clinical tab. What happened?
When a patient submits a consultation request through an external link, the request is not linked to a Patient Folder in Propel Rx. If the pharmacy initiates the request, backend patient IDs are used to match patient records between Propel and the survey site. Consultation requests from external links do not include this additional validation layer to confirm patient identity. As a result, no linkage occurs, which prevents PHI from being copied to an incorrect Patient Folder.
You can however, copy information from a consultation and manually enter it as a clinical note in the Patient Folder. For more information on how to copy a consultation, see Completing a Consultation from a Survey. If the consultation has already been completed, you can still access its details from the archives on the survey site and copy it from there. For more information on accessing the archived consultations, see Guide - Consultation Dashboard.
If I sent a consultation or follow-up survey to a patient and assigned another user to complete it, which user is recorded in the Patient History and Clinical Note entries?
The pharmacist or linked pharmacist user who sent the survey is recorded in the write-backs to the Patient Folder, even if another user completed the consultation or follow-up. Currently, there is no way to identify multiple users in the write-back from the survey site.
Can I generate a report of surveys sent from Propel Rx?
No. However, you can access usage statistics on the survey site. For more information, see Statistics.
I was sending surveys using the survey site prior to its integration with Propel Rx. Will my outstanding surveys transfer over?
No. Pharmacies should complete any outstanding surveys before getting the integration with Propel Rx. Old surveys prior to integration will be visible on the survey site but not in Propel Rx.
If I stop my survey subscription, what will happen to any outstanding surveys?
Any survey that was answered by the patient but the consultation or follow-up was not completed by the pharmacist will be moved to the archive section on the survey site.
Any survey that was unanswered or not yet sent to the patient will be cancelled on the survey site so the patient cannot access it.
In Propel Rx, any outstanding surveys will no longer be accessible as the Surveys tile will be removed. Any Patient History or Clinical Notes for completed surveys will remain.
When I merge two patients in Propel Rx, are they also merged on the survey site?
No. A merge in Propel Rx will occur locally only. Ensure any outstanding surveys for the patient are completed before merging. After the merge, all survey data and any new surveys will be logged in the target Patient Folder.