FAQ

Provider FAQs

 1. Q: How do I introduce SymptomReporting.com to my clients/patients?

     A: It is recommended that you discuss this service with your patients during your appointments. The “patient information form” can be used to help you explain the purpose of the website. On the form you can select which surveys you plan to give them access to. In your appointment, you can also have them sign the “Patient Signature Form” which clarifies what the service is to be used for, and that it is not for emergency communication.

Obtain the email address your client wishes to use so that you can send them an invitation email, write it on your consent/disclaimer form.

Advise your patients to copy and paste the initial password that is assigned to them in the invitation email to make log-in easier. They can change the passwor to one that is easier for them to remember. Using “strong” passwords is alway recommended.

 2. Q: How do I invite a patient/client?

     A:  Log in to Symptomreporting.com

           Find “manage patients” on your dashboard, on left side of your screen 

           Select “add patient”

           On the ‘invite patient” page, enter the patient’s information (it is only necessary to enter the patient's name and email address)

            Under “assign templates”, select which forms you want them to have access

            To select more than one template, use “command-shift” on mac, or “control-shift” on a pc

            Click on button “register”

            Your patient/client will be sent an email with a 15-day window to activate their account. After activation they will have access to their forms.

      Note: You will get an email copy of the invitation. Since some e-mail servers  

           block emails from our server, it is strongly recommended that you copy 

           and forward the invitation to your client to insure they receive it.

 3. Q: How do I change/select which forms are available to my patients/clients?

     A:   On the dashboard, on left of page, click on “patient list” under heading  “manage patients”.

            Select the patient/client you want 

            Select ‘edit profile”

            Scroll down to assign templates

            Select the form you want them to have access to

            If you want them to have access to more than one:

                        on mac use “command -click” to multi select

                        on a pc use “control-click”

            Click on “update profile”

4. Q:  Do patients have access to my email from this site?

    A:  No.

5. Q: Do patients have to answer all of the questions?

    A: No, they can answer as many or as few as they choose, but they must hit “submit”, review their responses and then “confirm’ for the form to be                         completed and transmitted to you.

6. Q: Which data can be graphed?

    A: The Suds items (slider scales) can be graphed, as can ADHD monitoring forms.

7. Q: Can my patients/clients review their own data?

    A: Yes, they have the same access to the same summary data that you do.

8.Q: Where is the data stored?

    A: Data from our website is stored on our encrypted server. We do not provide 

          access to anyone else.

9. Q: Where is my credit card data stored?

    A: We do not keep or store your credit card or financial data on our website. Our payment gateway is Paypal.  Please contact them directly if you have questions about how them manage or store financial data. They also use secure encrypted servers.

10. Q: How do the doctor and patient versions of the website differ?

      A: The practitioner version has the “patient management” section on the dashboard. This section is not available on the client version. Otherwise the two versions are the same.

11. Q:  Can my patients fill out the surveys on their phones?

      A:  Yes, surveys can be filled out on any ‘smart phone whether iPhone, and droid devices. Allowing clients to track and record symptoms, progress, concerns and having cues on useful coping strategies is a major feature of  our service. If they choose, they can also use a tablet or, laptop, or desktop to complete the surveys.

12. Q: How do I add an icon for SymptomReporting.com onto my smart phone or tablet?

      A:  Navigate to the website Symptomreporting.com on the device you wish to install an icon.

            Log in.

            On the bottom of your iPhone screen click on the square with the arrow.

            From here you can “bookmark” the site or “add to your home screen”.

            You will be asked to enter a name for the icon.

            Click “add”.

          To delete an icon from your iPhone, hold your finger on the icon until the “x”      

           appears on the icon. press the “x” to delete the icon.

13. Q: How does my patient/client know not to use this for emergency communication

      A: This message is clearly stated on the website. In addition there is a form you can print for them to sign to show that they understand that the site is not to be used for emergency communications.

            To access this form, navigate to the “how to guide” under “manage patients” on your dashboard.

            Select “patient consent form” and print.

            Have your client sign this form for their chart, and add their e-mail on the form.

            In addition, when your client logs on, a screen will appear asking them to agree to the terms and conditions before proceeding to use the site.

14. Q: Where are the patient information/signature forms?

      A: The Patient signature and information forms are found by logging in, then clicking on “how to guide” under “manage patients” on your dashboard.

15. Q: What if my patient/client does not have a smart phone?

      A: Your patient can use the site using any computer, tablet (iPad, i Touch, Kindle Fire or other tablet with wi-fi)

16. Q: I can’t see the survey when I select it on my smart phone (device with small screen)

      A: On small screens, the dashboard is at the top of the screen. Scroll down to find the survey under the dashboard.

17. Q: Can other users of the website access my patients’ personal and survey data?

      A: Your data is not available to other providers or patients/clients and is not shared 

         with any companies or third parties.

18. Q: How do I change my contact email/password?

      A: Log in to the website.

          On the left of your screen on a computer and the top of the screen on smart phones you will see your dashboard.

            Select “settings”.

            Change your password. After changing your password you will be send a confirmation email.

19. Q: How do I print survey data to add to my patient/clients charts?

     A: Select “patient list” under “manage patients” on your dashboard (on the left of your computer screen) 

            You will see a list of “activated” and “not activated” patients.

            Select the patient you are interested in.

            If your patient has completed surveys, click on the “Show Submissions” button.

            A screen appears showing all submissions to date for each survey.

            You have three ‘actions’ available to you review your clients’ responses.

                        1. “Show submissions” lists all submissions for a given survey, organized by when your patient completed the survey. When you select a specific submission date, you will be able to view the responses to each item on that survey for that date.

                        2. “Export excel” exports the data for all submissions for a given survey to your computer in an excel spreadsheet. On a mac, you will see the download button on the top right corner of your screen. Click on that and you will see the excel spreadsheet. This can be saved to a file, or printed. You may find it convenient to adjust the column width on the spreadsheet or switch to "landscape" view. With a PC using internet explorer you will be asked whether you want to open or save the file. Choose “open” if you want to view the file, choose “save” to save the file in a folder on your computer. 

                        3. “Show graphs” graphs your patient’s responses to slider (SUDS) items on the surveys. these also can be saved and printed (click on the “print” button). With a PC you will be asked if you want to open or save the file.

Note: You can search patients (upper right of patient list) by name, and active or de-activated status.

20. Q: My patient is not able to get into the website?

      A: If the invitation expired, you may need to send a new invitation.

21. Q: How do I know if a client has access to the website?

       A: You can see which of your patients have ‘activated’ on your patient list. If it has been more than 15 days since the invitation was sent and the patient has not activated, the patients name will no longer appear on your patient list. You will need to enter their information again and re-invite them.

22. Q: How do I de-activate a patient from the site?

      A: After logging in, go to “manage patients” on your dashboard.

            Select “patient list”.

            Under “actions” column, select “de-activate”.

23. Q: Can I contact my patient directly through this program?

      A: Yes, you can email your patient by going to “patient list” under “manage patients” on your dashboard. Select “email” under actions. It is recommended that email not be used for personal/confidential information, but can be helpful if you need to communicate directly with your patient about the use of this site.

 

Patients/Clients FAQs

  1. Q: I can’t access SymptomReporting.com.

      A:  You should have received an invitation e-mail from the SymptomReporter server. If you have not received it, check your spam folder. Your provider will get a copy of the email and can forward it to you or re-send it from the website.

NOTE: If the invitation expired (15 days), your provider will need to send a new invitation.

2. Q: When I log in, I get a “Hi!” access my surveys.

    A: Log out (click on the three lines in upper right hand corner) and then try logging in again.   

3. Q: How do I change my password/user name?

     A: On dashboard (left side of screen on computer), scroll to “settings”.

         Click on “change password”

         Enter old and new password and confirm new password.

         Click on “change password” button on the bottom to save your changes.

 4. Q: What if I do not have a smart phone?

      A: Your can use the site using any computer, tablet (iPad, i Touch, Kindle Fire or other tablet with wi-fi).

 5. Q: How do I add an icon to my smart phone or tablet screen?

      A: Navigate to the website Symptomreporting.com on the device you wish to install an icon.

            Log in.

            On the bottom of your iPhone screen click on the square with the arrow.

            From here you can “bookmark” the site or “add to your home screen”.

            You will be asked to enter a name for the icon.

            Click “add”.

          To delete an icon from your iPhone, hold your finger on the icon until the “x” appears on the icon. press the “x” to delete.

 6. Q: I can’t see the survey when I select it on my smart phone (device with small screen).

      A: On small screens, the dashboard is at the top of the screen, scroll down to find your survey under the dashboard.

 7. Q: I did a survey, but it isn’t listed under “completed surveys”.

     A:  After filling out surveys, there is a two-step process to submit them.

                        1. After answering the items, click on the “submit” button on the bottom of  the screen.

                        2. A screen comes up showing all of your responses - you must click on the button “confirm submission” for the survey to be complete.

 8. Q: I did not confirm submission on my survey, do I have to do it all over again?

     A: No you can locate your incomplete survey under “pending surveys” in your dashboard.

            Select the pending survey, review your answers if necessary, then click on “confirm submission” at the bottom of your screen. Your survey should now appear under “completed surveys” on your dashboard.

 9. Q: Can other users of the website access my personal and survey data?

     A: Your data is not available to other providers or patients/clients, and is not shared with third parties.

10. Q: How do I change my contact email or password?

     A: Log in to the website.

          On the left of your screen on a computer and the top of the screen on smart phones you will see your dashboard.

          Select “settings”.

          Change your password. After changing your password you will be send a confirmation email.

11. Q: Do I have to answer all of the questions in order for the submission to go through?

      A:  No, you can answer as many or as few as  you choose, but you must hit “submit”,  review your responses and then “confirm’ for the form to be submitted successfully.

12. Q: Which data can be graphed?

      A:  The Suds items (slider scales) can be graphed, as can ADHD Tracking forms.

13. Q:  Can my patients/clients review their own data?

      A: Yes, they have the same access to the same summary data that you do.

14. Q: Where is the data stored?

      A: Data from our website is stored on our encrypted server. We do not provide access to anyone else.

15. Q: How do I print survey data?

      A: If you have completed surveys, click on the “Show Submissions” button. A screen appears showing all submissions to date for each survey. You have three ‘actions’ available to you review your responses.

                        1. “Show submissions” lists all submissions for a given survey, organized by when you completed the survey. When you select a specific submission date, you will be able to view the responses to each item on that survey for that date.

                        2. “Export excel” exports the data for all submissions for a given survey to your computer in an excel spreadsheet. On a mac, you will see the download button on the top right corner of your screen. Click on that and you will see the excel spreadsheet. This can be saved to a file, or printed. You may find it convenient to adjust the column width on the spreadsheet or switch to "landscape".  With a PC using internet explorer you will be asked whether you want to open or save the file. Choose “open” if you want to view the file, choose “save” to save the file in a folder on your computer. 

                        3. “Show graphs” graphs your responses to slider (SUDS) items on the surveys. these also can be saved and printed (click on the “print” button). With a PC you will be asked if you want to open or save the file.