How high is your NPS? Do you know what an NPS is and, more importantly, do you know how to use it to enhance the patient experience at your practice?
NPS is an excellent tool at your disposal that could give you more valuable feedback than just about any other patient outreach method. Keep reading to learn more about what an NPS is, how to boost yours, and effectively use the information it provides to improve your practice!
A NPS, or Net Promoter Score is a standardized measure you can create that helps you gauge the experience your patients have at your practice. It allows you to identify practice pain points so you can remedy them, as well as celebrate positive things that your practice is already doing right.
It’s simple to create a Net Promoter Score for your practice with MDidentity. When your patients leave your office after their appointment, you send them three simple questions. These questions are:
With these three questions, you can ask each of your patients and receive a wealth of information. If one location of your practice seems to be struggling, an NPS can help you receive the feedback you need to pinpoint areas of improvement. It can also give you a clear picture if you’re receiving patients through referrals or other methods.
Although it may seem similar, an NPS is not a survey. When you send surveys to your patients, you run the risk of asking too many questions and collecting irrelevant information. Receiving more feedback may seem like a good thing, but having too much can hinder your ability to improve the patient experience.
Sending patients surveys also increases the chances of creating survey fatigue, especially if you’re sending out twenty or thirty questions. With so many questions to answer, you’ll get less concise, definite feedback that you can use.
Net Promoter Scores only use three questions, which means it’s standardized across industries. You can compare your score to other practices, or you can compare the scores you get between your own locations. Having this valuable data will allow you to see which practices are performing well and which may need improved processes.
The purpose of using this simple questionnaire is to get clear results that you can act on. If patients have a good experience at your practice but not with a specific doctor, you can work with that doctor to improve their visits.
The reverse is true as well. If the doctor experience they have is excellent but the overall practice score is low, you can uncover pain points within your practice to enhance the experience of every patient who walks through your door.
Negative feedback is desirable when using NPS. That’s because when you get negative feedback, it becomes very easy to see where you need improvement.
Rather than worrying about whether people like your practice or not, you can see obvious areas for improvement and then correct the things indicated in their responses. Negative feedback is the easiest way for you to improve your patient experience, and using NPS gives you a very clear map to follow if you receive negative feedback.
Using a NPS is the easiest way to get real feedback from your patients. NPS questions have an eighteen to twenty percent return, compared to a five to ten percent response rate for reviews.
And, the information you get is standardized. Every patient is asked the same questions with the same rating scale. This simplicity makes the data very manageable to evaluate and take action based on it. NPS data ultimately gives you the insight you need to ensure your practices and doctors are creating excellent patient experiences.
Are your patients having negative experiences and not recommending your practice to others? You can easily see which doctors or locations are lowering your score. Then, use that data to inform improvements and corrections in your practice.
You can track this data over time and generate Excel reports for individual months, compare different months, or track progress over year-to-date ranges.
This allows you to track which improvements and changes you’ve made are working and which are not. You can see who your best performers are when it comes to good patient experiences and where you need to eliminate pain points in the flow of your practice.
By using three simple questions, you’ll have more actionable data available than any other questions you could ask your patients. Don’t let valuable feedback go to waste. Schedule a demo with an MDidentity representative today to see how easy it is to enhance your patient experience using NPS!