Portal questions that show which tasks still end in a phone call
Ask patients what they use the portal for, how easy it is and whether they could finish without calling. Each question below comes with when to ask it and what the answer tells you.
What patient portal survey questions tell you
Patient portal survey questions ask patients how the portal works for the tasks they come to do: booking, messages, results, prescriptions and bills. Every task that fails in the portal turns into a phone call to the front desk, and a patient who gives up once may not log in again.
Ask inside the portal right after a patient finishes a task, or by email to patients who logged in recently. A survey on the portal's pages can appear on chosen pages, after a delay or when a patient is about to leave, and from Starter, or on 1 survey on Free, after a click or a custom event from your code. Pick three to five questions and keep them about the portal: Usertick doesn't sign business associate agreements, so ask patients to leave out what their results or messages said.
Each written answer is read as it arrives and given a category, a type such as bug or idea, a sentiment and an urgency. On every plan, a workflow can send bug reports to Slack, Microsoft Teams, a webhook, Jira or Linear, so the portal team sees them without anyone copying them over.
- Questions
- 13
- Best asked
- Right after a patient finishes a task
- Industry
- Healthcare
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 patient portal questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Ease and the tasks patients do
Start with the effort score and the task, then ask whether the patient finished without calling, so each failed task has a name.
- 01Customer effort
How easy is the patient portal to use?
A customer effort score for the portal, on a 7 point scale. Results shows the average and the share who found it easy; asked right after a task, it gives the fairest reading.
- 02Multiple choice
What did you use the portal for?
Lets patients tick every task they used the portal for. Results shows a bar per task, and selecting one filters the page so you can read how that task scored.
- 03Yes / No
Could you finish without calling us?
Asks whether the patient finished without picking up the phone. Each No is a call your front desk took, so read those answers with the task question to find the cause.
- 06Dropdown
Which device do you use for the portal?
The device the patient uses for the portal. Select Phone in Results to filter the page and see whether ratings drop on small screens.
Each part of the portal
These questions rate the areas one by one and catch the pages that break, so the portal team knows where to start.
- 09Matrix
Rate each portal area
Rates results, messaging, booking and prescriptions in one grid. The heat map shows which area pulls the effort score down, with an average for each row.
- 05Stars
How clear were your test results?
A star rating for how clearly results were laid out on the page. Results shows the average and the share who rated 4 or higher; ask nothing about what the results said.
- 08Yes / No
Did you receive a reply to your message within two days?
A yes or no on a reply to a message within two days. Results shows the share that said yes, a simple number to set a target for the team that answers messages.
- 13Screenshot
Capture the page that did not load
A screenshot of the page that failed, attached to the answer. A portal page can show records, so ask patients to capture error pages only. Screenshot is on every plan, 1 per survey on Free.
Trust and preferences
Ask whether patients trust the portal and how they want results, before you change sign-in or the way results are released.
- 04Big scale
How much do you trust the portal with your records?
Trust with records, from 1 to 10. Results shows the average and a column per step; low scores are a reason to explain plainly how sign-in and privacy work in the portal.
- 10This or that
You prefer to get results
Two choices side by side about getting results. Results shows a split bar per pair, which helps when you decide how and when results appear in the portal.
- 11Yes / No
Did you know the portal existed before today?
Asks whether the patient knew the portal existed. A high share of No answers tells you to mention the portal at booking, at the front desk and on your letters.
Ideas and the overall feel
End with how the portal feels and what it should do, so the requests come with the mood behind them.
- 12Emoji
How does using the portal feel?
How using the portal feels, on a row of faces. It picks up frustration that an effort score can miss, such as the worry of waiting for a reply.
- 07Text
What should the portal do that it does not?
The open question for missing features. Each answer gets a type such as idea or bug and a theme, so you can filter by theme and see how often patients ask for the same thing.
Tips for asking about patient portal
Small choices that get honest, useful answers.
- 01
Ask right after the task
Show the survey inside the portal when a patient finishes booking or reading a message, while the task is still on screen.
- 02
Ask about the portal, never the records
Usertick doesn't sign business associate agreements, so keep every question on how the portal works. Ask patients to leave out what their results, messages or prescriptions said.
- 03
Send bugs to the portal team
Give every bug report an owner in the inbox, and post them to the team's Slack or Microsoft Teams channel with a workflow.
- 04
Skip areas patients didn't use
Ask the task question first and add logic that skips the questions about areas the patient didn't touch.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about patient portal
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Yes, when the portal runs in a browser. Run it on the portal's pages as a popup, a side button or inside the page; a phone app can open the survey's link instead.
Right after a patient finishes a task, such as booking or reading a message. A survey on the portal's pages can wait for a set time on the page, appear on exit intent or, from Starter or on 1 survey on Free, follow a custom event from your code.
Three to five inside the portal: the effort score, the task, whether the patient finished without calling and the open question.
Yes, with the screenshot question, on every plan (1 per survey on Free). Ask patients to capture error pages only, since a portal page can show their records.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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