Customer experience is a hot topic in every corner of the business world, regardless of industry. In the healthcare sector, consumer experience is even more important than in other industries. Healthcare workers communicate and connect deeply with their “consumers” — not just patients but their families as well. That means offering the best experience and care is undeniably important. Those consumers who are looking for healthcare are often in bad situations, and high-level patient experience is something that can make those people feel safe and protected.
This is where the Net Promoter Score, or NPS in healthcare comes in—a key metric that allows healthcare providers to measure patient loyalty and, more importantly, take actionable steps to improve their experiences.
In this post, we’ll explore what does NPS stand for in healthcare and highlight how healthcare providers can use NPS in healthcare to track and improve patient satisfaction. Let’s look at what it means, how to measure it, and why it’s vital for the future of patient care.
What is NPS in Healthcare?
Let’s start by understanding what does NPS stand for in healthcare. NPS, or Net Promoter Score, is a simple yet powerful tool used to measure how likely patients are to recommend a healthcare provider to friends or family. This is often referred to as the “ultimate question” because it gives insight into the level of patient loyalty and overall satisfaction with the care provided.
A Net Promoter Score (NPS) is one of the most widely used and accepted metrics to keep up with consumer experience and better anticipate business growth in the future. NPS is generated by asking “How likely is it that you would recommend us to a friend or colleague?” with responses scored on a 0 to 10 scale. A promoter is someone who gives a score of 9-10, while a passive customer is someone with a score of 7-8. Those who give scores of 0-6 are considered detractors. The score is calculated by taking the percentage of promoters and subtracting the detractors and the NPS range is -100 to 100, with a score above 50 considered excellent.
The main benefit of NPS is directly seeing how satisfied patients are. In addition to understanding promoters, you can invest in moving passives and detractors into the green. Happy patients not only keep coming back, they recommend your practice to their friends and family members, spend more, contribute suggestions, and ultimately have a higher lifetime value. That’s why loyalty correlates so strongly with sustainable, profitable organic growth.
The Importance of Measuring Healthcare Net Promoter Score
Understanding and measuring your healthcare NPS can transform your organization’s ability to deliver exceptional care. In the competitive healthcare landscape, net promoter score in healthcare isn’t just about measuring patient satisfaction—it’s about identifying areas for improvement that directly affect loyalty and revenue.
Healthcare organizations that regularly monitor their healthcare NPS scores are better positioned to identify gaps in service, respond quickly to patient feedback, and foster an environment where patients feel heard and appreciated. Based on a study by Deloitte, the hospitals who reported better patient experience are the same ones that have higher revenue and better financial outlooks. They also found an industry’s loyalty leader grows two times as fast as the competition. In other words, the best patient experiences can help with financial goals because customer loyalty is strengthened, reputation is built, and utilization of healthcare services increases from referrals to family and friends.
How to Measure NPS for Healthcare Facilities in 6 Steps
So, how can you effectively measure NPS in healthcare? Follow these steps to ensure your organization is leveraging this critical metric:
1. Ask the Key Question
The foundation of NPS is the question, “How likely are you to recommend our healthcare services to a friend or family member?” Patients respond on a scale of 0 to 10, with scores of 9-10 identifying promoters, 7-8 as passives, and 0-6 as detractors.
2. Review your Feedback
Once responses are collected, patients are classified as promoters (scores of 9-10), passives (scores of 7-8), and detractors (scores of 0-6). It’s important to review the feedback from all three groups to understand their reasons for either recommending or not recommending your services. Promoters offer insights into what you’re doing well, while detractors can highlight areas for improvement.
3. Establish Consistent Reporting
Consistency is key when measuring net promoter score in healthcare. Establish regular reporting periods—such as monthly or quarterly—and track changes in your NPS over time. Monitoring trends helps you identify both improvements and potential declines in patient loyalty, ensuring timely interventions.
4. Drill Down Into NPS Scores
Drill down into your NPS data to gather scores at various levels—by department, facility, provider, or service line. This allows for a more detailed analysis, helping you pinpoint which areas of your healthcare organization are excelling and which may need attention. For example, one department might have a higher NPS than another, offering an opportunity to share best practices across the organization.
5. Use Patient Feedback to Direct Improvements
NPS data is only valuable if it leads to action. Use the feedback from promoters, passives, and detractors to make targeted improvements in patient care. Whether it’s addressing long wait times, improving communication with providers, or enhancing the facility environment, directing your efforts based on real patient input can significantly improve your NPS.
A great example of how impactful this step can be is Children’s Hospital of Orange County’s (CHOC) Emergency Department. Historically, CHOC had a low Net Promoter Score, but within five months of deploying Feedtrail, the team gained deeper insights into the specific areas needing improvement. By using these insights to guide their actions, CHOC increased their NPS by an impressive 54 points.
6. Share the Score Internally and Celebrate Improvements
Sharing your healthcare NPS scores internally helps foster a culture of continuous improvement. Celebrate score increases with staff, recognizing departments or individuals who contributed to positive changes. This not only boosts morale but also aligns everyone in the organization toward the shared goal of improving patient experiences.
What is a Good NPS Score for Healthcare Organizations?
You might be wondering, what is a good NPS score in healthcare? While industry benchmarks vary, any score above 50 is generally considered excellent, and above 70 is world-class. For healthcare providers, reaching a high NPS score indicates strong patient loyalty, trust, and the likelihood of recommending your services.
According to Feedtrail’s report, The Top Patient Experience Challenges of 2023, which analyzed over 2 million patient responses, the overall patient NPS score in 2023 was 89. Here is the breakdown of healthcare NPS scores by organization type:
- Critical Access Hospitals: 92
- Physician Practices/ASCs: 90
- Health Systems and Hospitals: 90
- Imaging Centers: 89
- Behavioral Health: 87
- Community Health/FQHCs: 81
- Children’s Hospitals: 52
This data offers valuable insights into what can be considered a good net promoter score in healthcare for different types of organizations. Download the full report here for more healthcare NPS benchmark insights, including NPS analysis by patient demographics.
How to Effectively Analyze Your Healthcare NPS Scores
After gathering healthcare NPS scores and understanding what is a good net promoter score in healthcare, it’s time to analyze your data. Here are some steps to guide your analysis:
1. Categorize Responses
Separate feedback into key themes such as provider communication, wait times, and facility cleanliness. This helps pinpoint specific areas where patient experiences are excelling or falling short.
2. Demographic Breakdown
Compare feedback across different demographic groups. Are certain age groups or genders less likely to recommend your services? Identifying trends allows your organization to tailor improvements that cater to the needs of diverse patient populations. For example, check out Feedtrail’s blog with NPS insights by age group.
3. Compare Surveys Over Time
Look for patterns by comparing feedback from different surveys. Did your recent efforts to reduce wait times affect patient satisfaction? Tracking these changes over time gives a clearer picture of what’s working.
Heidi Kauffman, MHA, CPXP, Patient Experience Specialist at Jane Pauley Community Health Center, shares, “I report to the board quarterly, sharing NPS, response rates, and a breakdown of all survey questions. Feedtrail’s dashboards make it easy to track trends over time, helping us see where we’re improving and where we need to focus.” This kind of detailed reporting is crucial for identifying areas where improvements are needed, ensuring that your healthcare organization stays ahead in patient experience management.
Best Practices to Increase Response Rates and Improve Your NPS
Here are some best practices to improve patient engagement and boost your net promoter score in healthcare:
1. Integrate the NPS Question into Existing Surveys
Rather than sending out a separate survey, integrate the NPS question into your existing patient feedback forms. This not only increases response rates but also ensures patients don’t feel overwhelmed by too many requests.
2. Simplify the Feedback Process
Patients are more likely to complete short, simple surveys. By keeping your NPS surveys concise and focused, you can capture more responses and actionable insights.
3. Act on Real-Time Feedback
Addressing patient concerns in real-time enhances the likelihood of turning detractors into promoters. Real-time feedback tools, like those offered by Feedtrail, enable healthcare providers to perform service recovery before the patient leaves the facility.
Collect and Analyze Your Patient Loyalty Scores with Feedtrail
Measuring and improving NPS in healthcare is not just about numbers—it’s about creating better patient experiences that lead to long-term loyalty. With Feedtrail’s real-time survey and feedback platform, healthcare organizations can collect actionable insights and make immediate improvements to patient care.
Ready to learn more? Request a demo today to see how Feedtrail can help you track and improve your healthcare NPS.
FAQs
Who should measure NPS in a healthcare organization?
Every healthcare organization should measure NPS. From large hospital systems to small clinics, understanding patient loyalty through NPS in healthcare provides critical insights that help improve care quality, boost patient retention, and enhance operational efficiency.
When should you run an NPS survey?
You should run NPS surveys regularly to capture accurate and timely patient feedback. It’s best to measure healthcare NPS immediately after a patient interaction, such as after a visit or discharge, when the experience is fresh in their minds. Consistent measurement ensures that you’re always aware of changes in patient sentiment.
What does it mean to monetize your NPS score?
Monetizing your healthcare NPS means using the insights gained from your NPS feedback to drive business decisions that improve profitability. For example, improving patient satisfaction can lead to increased loyalty, more referrals, and higher patient retention, all of which positively impact your bottom line.
Why is healthcare NPS sometimes considered a useless metric?
Some critics argue that healthcare NPS is too simplistic and doesn’t capture the full complexity of patient experiences. However, when combined with deeper qualitative feedback and other metrics, NPS medical meaning becomes a valuable tool for measuring patient loyalty and identifying areas for improvement.
Are there tools to measure healthcare NPS?
Yes, there are numerous tools available for measuring net promoter score in healthcare, including real-time feedback platforms like Feedtrail. These tools help automate data collection, analyze results, and generate actionable insights, allowing organizations to improve their NPS scores efficiently.
What’s the difference between absolute and relative NPS in the medical sector?
Absolute NPS refers to the direct score your organization receives, while relative NPS compares your score to industry benchmarks. For instance, an NPS in healthcare of 75 might seem high, but if the healthcare NPS benchmark for similar organizations is 90, there’s room for improvement. Relative NPS provides context to help you understand how you’re performing against competitors.
What are the healthcare companies with the highest NPS scores in 2024?
According to Feedtrail’s 2023 patient experience report that analyzed over 2 million patient responses, some of the organizations with the highest net promoter score healthcare benchmarks in 2023 include Critical Access Hospitals (92) and Physician Practices/ASCs (90). Tracking top-performing organizations helps set a standard for what is considered a good NPS score for healthcare.
What are the latest trends in measuring healthcare NPS?
One of the biggest trends in measuring healthcare NPS is the shift toward real-time, mobile-friendly surveys. As healthcare organizations increasingly prioritize patient engagement, using instant feedback tools allows them to capture patient sentiments immediately and address issues proactively, rather than relying on delayed surveys or outdated data.