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- Study staff are capable of completing a survey for participants on the backend (www.my.waytohealth.upenn.edu/waytohealth-backend/)
- Uses: if participant did not complete a survey on time or the survey is Staff Only survey
- To complete a survey, go to Manage Participants and select the Participants page
- Filter for that Study user and go to their Events tab
- Find the survey you want to complete and on the far-right, select Complete
- The survey should open up and you can then complete it and hit Complete
How can I re-complete/edit a survey once it's already been completed?
- Once a survey is completed, there is no back button to allow you to change an answer if it was mis-entered
- To edit a survey response:
- Go to Manage Data, select the Survey you want to edit
- Filter for participant under Study user
- Once you find the survey result for the participant you are looking for, click the pencil icon on the far-right
- A form will pop-up to allow you to change any answers and once you are done, click Save
- To reopen a survey so you can re-complete it:
- Go to Manage Participants and choose the Events page
- Filter for participant under Study user and the survey under Event
- Check the survey you want to open and Choose an action to Reopen
- Once reopened, you can re-complete the survey:
- Go to Manage Participants and select the Participants page
- Filter for that Study user and go to their Events tab
- Find the survey you want to complete and on the far-right, select Complete
- The survey should open up and you can then complete it and hit Complete
What is an Account Recovery Link?
- The account recovery link is a link generated by Way to Health to view the participant interface
- This is a useful tool for several reasons:
- If you are locked out while enrolling, you can go to the account recovery link to direct back to the participant enrollment roadmap
- If you want to view the participant dashboard on the frontend, this link will direct you there
- To access this link, go to Manage Participants and choose the Participants page
- Filter for Study user and go to their Profile tab
- Next to Account recovery link, there will either be a link in red or hit Create new recovery link to generate a new link
- This link can be copied and pasted to view the participant interface
What are logic preferences?
- You can edit the logic preferences for participants for instances when a participant is on vacation and does not want to receive messages or you want to pause logic
- There are 4 options for logic preferences:
- Active: logic and conditional actions will run as scheduled.
- Paused: Defined event logic and conditional actions (e.g. messaging, points accrual) are temporarily paused and queued. Once logic is re-activated the participant will receive all logic and conditional actions that have been queued.
- Disabled: Defined event logic and conditional actions (e.g. messaging, points accrual) are being skipped. Event logic and conditional actions will not queue; when re-activated, the participant will receive logic and conditional actions from that point forward.
- Silence Messages: Logic will run as scheduled, but participants will not receive any conditional message actions defined, even after logic is re-activated. Participants can still receive batch notifications sent from the Manage Participants page.
- To edit the logic preference, go to Manage Participants and choose the Participants page
- Filter for Study user and go to their General Info tab
- Next to Logic preference, choose Edit
- Select the logic preference and hit Submit
How do I import surveys I've created in Qualtrics?
- To import a Qualtrics survey, you will first need to get a Qualtrics token
- Login to Qualtrics and go to Account Settings
- In the Qualtrics IDs tab, there is a User section where you can get a token by Generate Token button
- Then login to Way to Health and go to Manage Study and choose the Data Sources page
- Go to the Qualtrics Surveys tab and choose the Configure Qualtrics Account button
- Enter in your Qualtrics Username and the Qualtrics Token you just generated and hit Update
- Then hit the Import Survey button and enter in a Name and choose the Qualtrics Survey from the dropdown and hit Add
- Verify the survey is in the list of Qualtrics Surveys and choose Preview
- Make sure all of the Export tag(s) and all of the Question text and Option texts are there
- Sometimes, Qualtrics surveys can import incorrectly
- If any of these pieces are missing, you need to re-import the survey
- Originally, Way to Health studies primarily used Qualtrics to administer surveys
- We have since moved to a new internal survey system that can be found in Data Sources in the Surveys/Forms tab
- We recommend using this over Qualtrics because it is more reliable
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How do I invite new research staff?
- Way to Health has a new feature that allows study staff to invite new users/research members to their site
- Now you do not need to make a JIRA ticket to ask a Way to Health team member to create a new user account for new staff
- To invite new users, go to Manage Study and navigate to the Personnel page
- Under Manage Personnel, choose the Invite Users button
- Type in their Name, Email, Username (you will create their unique username), Role and check-off All users receiving this invitation have been IRB approved or are exempt for clinical pilots
- Remember, all users have to be IRB-approved before they can get access to Way to Health
- After all the fields are completed, click Invite
- If this user has access to Way to Health already (from a previous study), once you enter their name, it will appear under that field
- Once you select their name, their email and username will auto-populate
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How do I setup the Fitbit device to get MVPA data?
- We have recently developed a setting to collect time series data from Fitbit
- The time series data is used to calculate MVPA (medium-to-vigorous-physical-activity) in minutes
- If your study is using Fitbit device, you can configure it to receive MVPA data
- If you want to set it up, go to Manage Study and choose Data Sources
- Under Data Sources, look under the Devices tab
- For Fitbit Pedometer, click the pencil icon
- Go to Advanced Settings and select Yes under the dropdown for Collect time series data
What are the incident notification groups?
- Notification groups are a new feature developed to allow project managers control on their study staff receiving incident notifications
- Users can no longer go into their Profile to edit their Alert Preferences
- The Notification Groups can be found under Manage Study in the Personnel page
- There are 5 default groups:
- Project Manager Default, Research Coordinator Default, Provider Default, and Site Coordinator Default, No Notifications
- Staff will automatically be assigned a notification group based on their role
- Project Managers are able to:
- Edit each default group
- Create a new notification group
- Assign study staff to a notification group
When should logic be Events (excluding events still open) vs. Events (including events still open)?
- To determine if you want logic to include open events or exclude open events, relies on the type of event logic is looking at
- If the logic is looking at a Collect Data event, you want the system to exclude events still open
- This is because you do not want logic to run on a collect data event for the day that is currently open
- Otherwise, it will read that day as non-compliant instead of realizing it is in-progress
- If the logic is looking at an Administer a Survey event, you want the system to include events still open
- This is because surveys can be completed before their event window is closed
- Therefore, if the system excluded events still open, it would wait until the survey window was over instead of as soon as the participant had completed the survey
What should I do when a check isn't being processed or was returned?
- When a transaction has been approved but it is taking longer than 48 hours to be approved, you should:
- Go to Manage Participants and then to the Transactions page
- Find the transaction that isn’t processing and click View Details
- Under Event Details, click Log Error
- Under Error Message, write a comment and click Log Error
- Once you have logged the error, you can Approve the transaction again
- When a participant contacts you about the status of their check, you can:
- Go to www.support.waytohealth.org and choose Wells Fargo Checking
- Input the Participant ID, Check amount, Check number, Original Date of Check
- A Way to Health team member will check on the status of the check
- If a check has not been received by the participant within 2-3 weeks of being processed, you can request the check to be stopped by a Way to Health team member:
- Go to www.support.waytohealth.org and choose Wells Fargo Checking
- Input the Participant ID, Check amount, Check number, Original Date of Check In the Additional info section, commentthat you would like the check to be stopped
- A Way to Health team member will stop the payment
- Go to Manage Participants and in the Participants page, filter for Study user
- Under their profile, choose Add Transaction to manually create a new transaction
- This transaction will then appear on the Transactions page as a manual entry
- Click this transaction and choose Approve
What does error code 30007 “Message Delivery - Carrier Violation” mean?
- Background:
- Marketers have over time realized that SMS is a cheap and more reliable method of reaching prospective customers. Similar to email, they have begun to spam us as consumers with junk. Because of this, carriers have begun to implement filtering to block these unwanted messages and just like email, sometimes valid messages get caught by this filter. The key difference between this and email is that you can still look at your spam messages but carrier filtering blocks these messages even before they get to the user’s phone so there is no way for the user to recover them. This is communicated to W2H via a 30007 error code via Twilio.
- So, if a message is not delivered to a participant’s cell phone in W2H because of a 30007 error code, this means that the message was filtered out by the participant’s carrier and the patient / participant has not received this message.
- We are seeing most of these issues with specific carriers - Sprint, T-Mobile and other smaller carriers using Sprint’s network (such as Boost Mobile).
- What should you do?
- Carriers do not publish the algorithms they use to block SMS. So you should know that sending messages via SMS does not guarantee delivery. Some recommendations to consider when designing your study’s text message language:
- Identify your study or program in the message
- Avoid:
Overly long messages
Overly capitalized messages
$ signs
Hyperbole
Using aggressive language that can make users suspicious of a message
Provide opt-out instructions on how they can unsubscribe
If administering surveys, sending them as a long link instead of a short link (talk to your W2H liaison to implement this) or try to use SMS based surveys where possible
Create an incident so you get notified whenever this happens.
- Carriers do not publish the algorithms they use to block SMS. So you should know that sending messages via SMS does not guarantee delivery. Some recommendations to consider when designing your study’s text message language:
What are we doing about it?
We’re exploring buying a shortcode. This is a worthwhile investment for us and we were ready to make this happen until Twilio communicated to us that carriers like Sprint and T-Mobile are still likely to block these. Since these are the two carriers that we face almost all our problems with, we’re trying to figure out an alternative plan. We might stil invest in a shortcode since our volumes continue to increase. We will keep you posted.