Telehealth questions that show how the video visit worked for patients
Ask patients how the video visit went, from finding the link and joining to the sound, the start time and the summary afterward. Each question below comes with when to ask it and what the answer tells you.
What telehealth survey questions tell you
Telehealth survey questions ask about the parts of a video visit your team can't see from the clinic side: how hard the link was to find, whether the sound dropped, how late the call started and where the patient had to sit to take it. A good conversation with a clinician can still feel poor when the first ten minutes go to a frozen screen.
Ask right after the call ends, while the patient still remembers the setup. Put the survey link in your visit summary message or send it by email the same day, and pick four or five questions. Keep the open questions about the call itself: Usertick doesn't sign business associate agreements, so ask patients to leave health details out of their answers.
Each written answer is read as it arrives and given a category, a type such as bug or complaint, a sentiment and an urgency. On every plan, a workflow can post answers about a broken link to Slack or Microsoft Teams, so the team that runs your video platform sees them the same day.
- Questions
- 13
- Best asked
- Right after the video call ends
- Industry
- Healthcare
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 telehealth questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Joining and the connection
Ask how hard it was to get onto the call and what broke, so technical problems go to the right team.
- 01Customer effort
How easy was it to join the video call?
A customer effort score for joining, on a 7 point scale. Results shows the average and the share who found it easy; read it with the issues question to see what made joining hard.
- 02Multiple choice
Which issues did you have on the call?
Lets patients tick every problem they hit, from sound to a link they couldn't find. Results shows a bar per issue, so you can see whether connection trouble or the virtual wait causes more complaints.
- 09Ruler
How many minutes late did the call start?
How late the call started, in minutes on a ruler up to an hour. Results shows the median and the middle half, which tells you whether a late start is routine or a rare bad day.
- 06Dropdown
Which device did you use?
The device the patient used. Select Phone in Results to see whether patients on a phone report more sound or picture problems than those on a laptop.
How the visit worked remotely
These questions show whether the call did the job of a visit and which needs still sent patients to the clinic.
- 05Stars
How well could the clinician understand your issue remotely?
A star rating for how well the clinician understood the patient through the screen. A low average for one kind of visit suggests booking those visits at the clinic instead.
- 03Big scale
How confident are you in the outcome of the call?
Confidence in what the call settled, from 1 to 10. Compare it with the issues question: low scores from patients who ticked Connection point to the technology, and the rest point to the visit itself.
- 10Yes / No
Did you receive a summary after the call?
Asks whether a summary arrived after the call. A No here can explain follow up calls to the front desk, so check those answers against how your team sends summaries.
- 08Text
What could not be handled remotely?
An open question on what still needed the clinic. Add a placeholder asking patients to leave out medical details, and read the themes to see which kinds of visits to keep in person.
The patient's side of the call
Ask where patients took the call and how it felt, and record agreement to video care where your process needs it.
- 12Multiple choice
Where were you during the call?
Where the patient took the call, from home to somewhere public. A high share of calls taken in cars or at work tells you to offer more slots outside working hours.
- 11Emoji
How did the call feel?
How the call felt, on a row of faces. It captures the patient's overall impression of talking to a clinician by video, next to the more practical questions.
- 13Consent
Do you agree to receive care by video?
A checkbox the patient ticks to agree to video care, with words beside it that can link to your policy. Keep your formal consent records in your clinical system as well.
Choosing video next time
Ask whether patients would pick video again and which slot they want, before you change the mix of video and clinic appointments.
- 04Yes / No
Would you choose a video visit again?
A plain yes or no on choosing video again. Results shows the share that said yes; select No to filter the page and read what those patients said about the call.
- 07This or that
For your next appointment you prefer
Two choices side by side: video or in person, morning or evening. Results shows a split bar per pair, which helps when you plan the hours of a video clinic.
Tips for asking about telehealth
Small choices that get honest, useful answers.
- 01
Ask as the call ends
Send the link in the visit summary or the same day. A day later, patients remember the advice and forget the trouble with the setup.
- 02
Separate the call from the care
Ask about joining and the connection first, then the visit, so a bad connection shows up as its own problem and doesn't drag down the visit score unnoticed.
- 03
Keep health details out
Usertick doesn't sign business associate agreements, so ask about the call, never the condition. Add a line to each open question asking patients to leave out medical details.
- 04
Fix link problems before the next clinic
Give every answer about a missing link or dropped sound an owner in the inbox, and correct the invitation before the next day of video visits.
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 telehealth
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after the call or the same day. Put the survey link in your visit summary message, or send it by email from a contact list; Usertick has no automatic send when a video visit ends.
Yes. The survey opens from its link on any phone, tablet or computer, and a phone app can open the survey's link too.
Four or five: the joining score, the issues question, one question about the visit and the open question.
Both, in separate questions. The joining and issues questions cover the platform, and the rating and confidence questions cover the visit.
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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