RayPRO Support

RayPRO+ support

Tutorial videos

Registering for a surgeon account

Linking your account to a hospital

Adding a nurse account

Adding a patient and surgery

Navigating your dashboard

Patient privacy leaflets (PDFs)

Instructional guides (PDFs)

Account creation (Surgeon & Nurse)

Adding patients and surgeries

Adding patients and surgeries (A4 Poster)

Patient emails

Patient questionnaires

Legal documentation

Patient privacy policy

Frequently Asked Questions

For further RayPRO+ support, please speak to your local Rayner representative or email raypro@rayner.com

RayPRO+ account creation

Where is RayPRO+ available?

RayPRO+ is available in all countries.

What languages are RayPRO+ surgeon and nurse accounts available in?

RayPRO+ is currently available for surgeons and nurses in English. Patient emails and questionnaires are available in multiple languages.

Are all RayPRO+ account creation fields mandatory?

Yes, all fields must be completed before a RayPRO+ surgeon or nurse account can be created.

What are the password requirements for RayPRO+ surgeon and nurse accounts?

Lower case letters plus upper case letters or numbers or punctuation.

What is the difference between a surgeon and nurse account?

A nurse account has the same functionality as a surgeon account, except that they do not have access to a dashboard and reports. A nurse can add patients and surgeries on behalf of a surgeon after the surgeon has associated the nurse account with their own (see ‘Associate Nurse’ under Settings). A nurse can see the patient records of associated surgeons; however, they can only see surgery records that they have created themselves.

What are the tickboxes at the bottom of the RayPRO+ account creation form?

These are very important terms of use and must both be agreed to before a RayPRO+ account can be created.

* End-user Privacy Policy – this governs how Rayner collects and processes users' data within RayPRO. View at www.staging.rayner.com/raypro/privacy or use the link at the bottom of RayPRO (website version).

* End-user License Agreement (EULA) and Data Sharing Agreement (DSA) – this governs the responsibilities of RayPRO users. It also permits patient data to be shared with RayPRO for the purpose of providing the intended use of the tool (e.g. creating patient profiles, sending emails/questionnaires, generating reports). The user is agreeing to the Data Sharing Agreement on behalf of the clinic/hospital. View at www.staging.rayner.com/raypro/terms or use the link at the bottom of RayPRO (website version).

After creating a RayPRO+ account, can I log in straightaway?

Yes. An account verification email is sent with a hyperlink to verify that the email address is correct; however, you can access RayPRO+ without verifying the account. Until your account is verified then you cannot use the Reset Password functionality. The account verification email also contains helpful information to get started with RayPRO+, such as a link to the support webpage www.staging.rayner.com/raypro/support .

Can I reset my RayPRO+ password if I forget it?

Yes, using the ‘Forgot your password?’ link at the bottom of the login screen. Important: You must verify your RayPRO+ account before being able to reset your password.

Dashboard and reports

What do I do once I’ve logged into RayPRO+?

When you first log into RayPRO+ (website version) you will see onboarding messages at the bottom of the screen. The onboarding messages contain four steps to getting started with RayPRO – adding hospitals, adding patients, adding surgeries and accessing the dashboard. You can reactivate the onboarding messages by clicking the ellipsis icon (three small vertical dots) in the top left corner of the screen.

What will I see when I first log into RayPRO+?

Because there is no patient data, your dashboard reports will display ‘N/A’ or ‘0’. With the exception of the IOL Usage and Registered Patients reports, all reports are inactive until a minimum of 10 patients have responded to the related questionnaire; this is to support patient anonymity.

What are the report filters?

You can view reports and metrics by IOL Model, Hospital and/or Time Period. Report filters allow you to identify trends between different hospitals and IOLs over time. You will soon be able to filter by multiple options (for example, RayOne Aspheric AND RayOne Hydrophobic).

What is the Satisfaction with surgeon report?

One week post-op, patients rate their satisfaction with the surgeon who performed their eye surgery from 0-10. Your percentage score is the total of all scores, divided by the number of responses.

Note: This RayPRO+ report is not activated until there is a minimum of 10 responses.

What is the Satisfaction with hospital report?

One week post-op, patients rate their satisfaction with the hospital where they had their eye surgery from 0-10. Your percentage score is the total of all scores, divided by the number of responses.

Note: This RayPRO+ report is not activated until there is a minimum of 10 responses.

What is the Satisfaction with outcomes report?

Three months post-op and one year post-op, patients rate their overall satisfaction with the outcome of their eye surgery from 0-10. Your percentage score is the total of all scores at three months and one year, divided by the number of responses.

Note: This RayPRO+ report is not activated until there is a minimum of 10 responses.

What is the Spectacle independence report?

Three months post-op, patients say how often they wear glasses from 0 (Always) to 10 (Never) for activities at different distances, plus medical conditions. Your overall percentage score is the total of all scores for all categories, divided by the number of responses.

Note: This RayPRO report is not activated until there is a minimum of 10 responses.

What is the Target refraction report?

Three months post-op, patients are asked if they have the visual outcomes that they discussed and agreed with their surgeon. Patients can choose between ‘Yes’, ‘No’ and ‘Not sure’. Your score represents the percentage of patients who answered ‘Yes’.

Note: This RayPRO report is not activated until there is a minimum of 10 responses.

What is the Dysphotopsia report?

One year post-op, patients are asked if they experience any visual disturbances during the day and in the evening/night-time. Patients rate from 0 (Frequent and bothersome) to 10 (Never). Your score represents the percentage of patients who scored 0-2, signalling that they experience frequent and bothersome visual disturbances. With this RayPRO+ report, you are aiming for a low percentage score.

Note: This RayPRO report is not activated until there is a minimum of 10 responses.

What is the Additional procedures report?

One year, two years and three years post-op, patients are asked if they have had any additional eye procedures – laser treatment on their cornea (e.g. LASIK, PRK), laser treatment inside their eye (e.g. Nd:YAG, capsulotomy), or supplementary IOL implantation. Your score for each subcategory represents the percentage of patients that have had the procedure within three years of their original surgery.

Note: This RayPRO report is not activated until there is a minimum of 10 responses.

What is the IOL usage report?

This report provides a breakdown of how many IOLs have been implanted in a specified time period.

What is the Registered patients report?

This report provides a cumulative view of how many patients have been registered on RayPRO+. If patients do not respond to the 1-week questionnaire then your Active Patients score will reduce.

On each report, what does the download icon do?

This icon downloads the report data into a CSV file.

When are the reports activated?

There must be data from a minimum of 2 patients before each report is activated (excluding ‘IOL Usage’ and ‘Registered Patients’), this reduces the chance of patient identification.

Why can't I see questionnaire responses for individual patients?

Giving anonymous feedback encourages patient honesty when answering the questionnaires. RayPRO+ is designed to effortlessly generate insights based on a large quantity of patients and surgeries.

RayPRO+ Score

What is the RayPRO+ Score?

The RayPRO+ Score is designed to give surgeons an individual score based on multiple metrics. Using a dynamic algorithm, the RayPRO+ Score calculates a personal percentage score and then ranks surgeons against that score. You cannot see other surgeons’ RayPRO+ Score and ranking, and Rayner cannot see any surgeon rankings.

There is a global RayPRO Score ranking. Country and continent RayPRO Score rankings are also planned.

How is the RayPRO+ Score calculated?

The score given by the patient from 0-10 for their satisfaction with the surgeon (1 week questionnaire) as well as their satisfaction with the outcome of their surgery (3 month questionnaire) are added together, along with a score for the achievement of target vision (3 month questionnaire) – with this question, 10 points are awarded for ‘Yes’, 2 points are awarded for ‘Not sure’ and 0 points are awarded for ‘No’. A maximum of 30 points can be awarded per patient, the total points are then converted to a percentage. Your RayPRO Score is the average of all patient percentages, to two decimal places.

Nurse accounts

What is a RayPRO+ nurse account?

How do I create a RayPRO+ nurse account?

On the Register An Account page (www.raypro.staging.rayner.com/registration ), select ‘nurse’ from the ‘Select A Role’ dropdown list.

How do I associate a nurse account with my surgeon account?

The account association must be instigated by the surgeon; a nurse cannot associate themselves with a surgeon.

Under Settings, click ‘Associate Nurse’ in the left menu. In the search bar, type the email address that was used to create the nurse account. Click ‘Add nurse’ if the displayed nurse account details are correct.

Hospitals

How do I add the hospitals and clinics where I work?

Click the Hospital pin-drop icon in the menu bar to access the All Hospitals page. If your hospital or clinic does not already exist on RayPRO+ then click ‘Add Hospital’ to create a new RayPRO+ hospital profile. All fields are mandatory and ensure that ‘Associate myself with this hospital’ is selected.

Can I associate myself with an existing hospital or clinic on RayPRO+?

Yes, on the Settings page click ‘Associate Hospital’ from the left menu. Select the hospital to want to associate yourself with from the dropdown list and then click ‘Pick Hospital’, followed by ‘Add Hospital’ at the bottom of the hospital details page.

How can I see which hospitals or clinics I am associated with?

On the Settings page click ‘Associate Hospital’ from the left menu which displays a list of hospitals linked to your RayPRO+ account. You can disassociate yourself from a hospital by clicking the red trashcan icon (you will be asked to confirm the disassociation).

Adding a new patient

What fields are mandatory when adding a patient?

Only the patient’s email address and spoken language are mandatory fields; RayPRO+ needs to know where to email the post-op questionnaires and in which language. However, the more information you add to RayPRO+, the more useful it is as a tool.

Do patients need to give consent to being registered on RayPRO+?

Yes, under GDPR and HIPAA (EU and US data privacy legislation) all patients MUST provide positive opt-in consent BEFORE they can be registered on RayPRO+. Consent must be obtained because RayPRO+ sends electronic communications to patients, as well as collects and processes low-level personal health data.

Adding a surgery

How do I add a surgery?

Cataract surgeries can be added by one of the following methods - clicking:
1. ‘Add Surgery’ button from the main RayPRO+ dashboard.
2. ‘Add Surgery’ button from the left-hand menu on the All Patients page.
3. ‘ADD SURGERY’ next to the patient’s name on the All Patients page.

What is the ‘Search patient by email of Patient ID’ field?

If the patient has already been registered on RayPRO+ then typing in their email address or Patient ID will automatically populate the next page with the patient’s details.

Why do I need to select a hospital?

Selecting the hospital where the patient had their cataract surgery enables you to compare metrics for different hospitals or clinics. ‘Hospital’ is a mandatory field.

What is the importance of the Surgery Date?

It is the Surgery Date that schedules the five RayPRO patient questionnaires over three years – after one week, three months, one year, two years and three years.

Can I add surgeries for non-Rayner IOLs?

No, RayPRO+ is designed to only be used with the Rayner IOLs listed in the ‘IOL Model’ dropdown list. ‘IOL Model’ and ‘IOL Power’ are mandatory fields when registering a surgery.

Can I add multiple IOL surgeries for a patient?

Yes. If the patient had surgeries on different days, add them as separate surgeries with a different Surgery Date. If the patient had bilateral surgery then tick both the ‘Left Eye’ and ‘Right Eye’ boxes, adding ‘IOL Model’ and ‘IOL Power’ details as appropriate (Note: for bilateral surgery, the RayPRO+ questionnaires will be asking about both eyes).

Patient emails and questionnaires

What languages are the patient emails and questionnaires available in?

The patient emails and questionnaires are currently available in English, Czech, French, German, Italian, Portuguese, Slovak and Spanish. Additional languages will be added to RayPRO+ over time.

The patient’s spoken language is selected when the patient is registered on RayPRO+. The preferred language can be changed within patient’s profile.

What questions are included in the one-week questionnaire?

* Please rate your satisfaction with the surgeon who performed your eye surgery?

* Please rate your satisfaction with the hospital where you had your eye surgery?

What questions are included in the three-month questionnaire?

* Please rate your satisfaction with the outcome of your eye surgery?

* How often do you wear glasses?
- For distance activities (e.g. driving, watching TV)
- For mid-distance activities (e.g. using a computer, cooking)
- For near-distance activities (e.g. reading, using a mobile phone)
- For medical reasons (e.g. astigmatism)

*Do you now have the visual outcomes that you discussed and agreed with your surgeon?

What questions are included in the one-year questionnaire?

* Please rate your satisfaction with the outcome of your eye surgery?

* Do you experience any disturbances with your vision?
- During the day
- In the evening/night-time

* In the last 12 months, have you had any additional eye procedures?
- Laser treatment on your cornea (e.g. LASIK, PRK)
- Laser treatment inside your eye (e.g. Nd:YAG, capsulotomy)
- Supplementary intraocular lens (IOL) inside your eye

What questions are included in the two-year questionnaire?

* In the last 12 months, have you had any additional eye procedures?
- Laser treatment on your cornea (e.g. LASIK, PRK)
- Laser treatment inside your eye (e.g. Nd:YAG, capsulotomy)
- Supplementary intraocular lens (IOL) inside your eye

What questions are included in the three-year questionnaire?

How can patients be encouraged to respond to the questionnaires?

Rayner tested the RayPRO+ patient privacy leaflet, emails and questionnaires with the target demographic during the development of RayPRO+. Testing concluded that patients understand what is being asked of them and they would answer the questionnaires.

If patients are made aware of RayPRO at the point of surgery and the purpose of answering the questionnaires is explained to them (to improve healthcare products and services) then they are generally motivated to answer the questionnaires. Patients should be reminded that their feedback is anonymous and aggregated. Providing patients with the RayPRO patient privacy leaflet is also encouraged as it helps to explain what RayPRO is and the questions that will be asked. Showing patients your RayPRO surgeon dashboard can also be beneficial.

Do patients need to have an email address to be registered on RayPRO+?

Yes, the RayPRO+ questionnaires can currently only be answered by clicking the unique hyperlink within the emails sent to them at predefined intervals. Email address is a mandatory field when registering a patient on RayPRO+.

When are the emails sent to patients?

Every hour RayPRO+ reviews all Surgery Dates; if a Surgery Date meets the one week, three months, one year, two year or three year schedule criteria then the appropriate questionnaire is emailed.

What happens if patients do not answer the questionnaire?

Patients receive email reminders after 7 days and 14 days. If patients do not respond to the 14-day reminder email then they will not be sent any further RayPRO+ emails.

Is it possible to customise the questionnaires?

No, the questionnaires are fixed and identical for all patients and IOL models. The RayPRO+ questionnaires were developed in conjunction with leading ophthalmologists.

Why does RayPRO+ not ask a Net Promoter Score (NPS) question (e.g. Would you recommend your surgery to friends or family?)?

RayPRO+ separates satisfaction for the surgeon, hospital and outcomes. This is because the patient could have had a very good experience with the surgeon but not the clinic/hospital (e.g. parking, accessibility), for example.

Why is there not the option for patients to add free-text comments?

All data within RayPRO+ is anonymous and aggregated, and free text comments might identify patients if they enter names or mention unique aspects of their surgical experience. Surgeons cannot see individual patient responses and it is important that patients know that RayPRO+ is not a replacement for contacting their medical team directly if they have a problem with their vision.

Why does RayPRO+ not contain any biometry data?

RayPRO+ is designed to generate powerful insights from large volumes of subjective patient feedback on real-world outcomes after cataract surgery. RayPRO collects long term feedback from patients with minimal effort from the comfort of their home.

Are the patient emails encrypted?

Yes.

Patient list and profiles

Can I edit or delete a patient profile?

Yes, on the patient’s profile use the edit (pencil icon) or delete (trashcan icon) functions to make changes or delete the patient from RayPRO+.

If I delete a patient from RayPRO+, are their questionnaire responses also deleted?

No, all questionnaire responses are non-identifiable and so it is not necessary to delete them.

Can I download a copy of my patient data?

Yes, click the download icon on the All Patients page to download all patient records into a CSV file.

Messages

Can I send messages to patients via RayPRO+?

No, RayPRO+ users can only receive messages from RayPRO+ Admins. To contact the RayPRO+ Admin team, please email raypro@localhost.

Will I receive an email notification when I have a new RayPRO+ message?

Users must currently log into RayPRO+ to see if they have received any new messages from RayPRO+ Admins.

Data processing and privacy

What RayPRO+ data and metrics can Rayner see?

* Rayner cannot see any patient identifiable data.
* Rayner cannot see patient outcomes metrics for individual surgeons.
* Rayner cannot see RayPRO+ Scores or rankings.
* Rayner can see aggregated patient outcomes metrics at a global, continent, country and hospital level.
* Rayner can see how many patients and surgeries have been added by a surgeon.
* Rayner can see surgeon and nurse account information so that Rayner can provide RayPRO+ user management.

What measures have Rayner put in place to safeguard RayPRO+ user and patient data?

Rayner implemented a 'privacy by design and by default' methodology when developing RayPRO+. Safeguard measures include not collecting data unnecessarily; email addresses and account information is encrypted; all RayPRO+ data is held securely by an ISO/IEC 27001:2013, 27017:2015 and 27018:2014 certified data partner; RayPRO+ has been subject to penetration testing; password requirements follow best practice principles; users are automatically logged out of RayPRO after one hour of inactivity; the system has been reviewed by external information governance and data privacy specialists, and is subject to regular internal reviews/assessment by subject matter experts.

Is RayPRO+ compliant with GDPR (General Data Protection Regulation, EU)?

RayPRO+ has been reviewed by an external information governance and data privacy specialist who concluded that RayPRO+ is compliant with GDPR.

Is RayPRO+ compliant with HIPAA (Health Insurance Portability and Accountability Act, US)?

RayPRO+ has been reviewed by an external information governance and data privacy specialist who concluded that RayPRO+ is compliant with HIPAA.

Support

Where can I find support for RayPRO+?

Hardware / technical requirements

What is the difference between the RayPRO+ website and mobile app?

The RayPRO+ website gives surgeons the ability to download data in CSV format.

What internet browsers can be used with RayPRO+?

RayPRO+ is compatible with all major internet browsers.

What iOS devices can be used with RayPRO+?

Apple iPhones running iOS 9.0 or later. There is not a dedicated iPad version of RayPRO+; for tablet use, visit raypro.staging.rayner.com using a mobile web browser.

The iPhone app can be downloaded from https://itunes.apple.com/us/app/raypro/id1445446556?ls=1&mt=8

What Android devices can be used with RayPRO+?

Smartphones running Android 4.4 and up. For tablet use, visit raypro.staging.rayner.com using a mobile web browser.

The Android app can be downloaded from https://play.google.com/store/apps/details?id=com.rayner.raypro&hl=en

Does RayPRO+ work offline?

No, RayPRO+ requires a data connection.

Other

Is RayPRO+ classified as a medical device?

No, RayPRO+ is not classified as a medical device.

Rayner is a British medical device manufacturer.

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