Utilizing the Net Promoter Score® in Physical Therapy Practice
Part 1: What is NPS®?
By Hollan Oliver, DPT, OCS, SCS
As the physical therapy profession continues to embrace technological advances, it’s important to be equipped with statistics that can facilitate better practice management. For years we, as therapists, have managed our performance by tracking patient visits, referrals, and collections, but what about the patient experience? I would argue that the single most important aspect of growth potential for your practice is a patient’s experience. So how do we measure it?
Physical therapy practices have long advertised patient satisfaction rates. However, when is the last time you saw one below 97%? Despite the multitude of patient satisfaction instruments, a consistent limitation of these scales has been the ceiling effect, where scores consistently range near 97-99% and fail to detect meaningful variations in patient satisfaction. Further limiting the value of these questionnaires, if you were to give a physical therapist their patients’ satisfaction scores, would they be able to take action and adjust their delivery of care to better meet the needs of patients? Probably not! Even a patient satisfaction score of 95% looks pretty good. Thankfully another tool is making its way into PT practices to capture meaningful information, the Net Promoter Score® (NPS®).
What is NPS®?
The Net Promoter Score® (NPS®) is widely used in business to help assess growth potential and customer loyalty. More specifically, it’s a simple but powerful tool to measure patient, or customer, experience. It consists of a single question that asks patients: “How likely is it that you would recommend (your practice) to a friend or colleague?”
How is it calculated?
Patients are provided a quick and easy scale ranging from 0 (not at all likely to refer) to 10 (very likely to refer) multiple times throughout their care. These numbers are then categorized:
Promoters: respondents giving a score of 9 or 10. These patients can be your best advocate and can refer many other potential patients to come your way.
Passives: respondents giving a score of 7 or 8. These patients can be your biggest uncertainty and may or may not influence other current and potential patients away from your company.
Detractors: respondents giving a score of 0-6. These patients can be your worst critic and can influence many other current and potential patients away from your company.
The Benefit For Your Practice:
Your Patients: Understanding your patients’ NPS® helps to customize the delivery of your service to meet their needs. Adjustments can be made during their treatment in order to keep patients engaged and involved in their care.
Your Therapists: Being equipped with actionable patient data allows therapists and support personnel to dial in treatment. Educate your staff to quickly read a NPS® and identify a customized plan to help your patients have a great experience.
Your Practice: Are you wondering where you want to allocate resources to grow your practice or are you trying to identify trends and areas for improvement? Knowledge is key! Managing your practice using statistics and tools like the NPS® helps to assess growth potential and understand patient loyalty.
Interested in learning more about NPS® and the Healigo Patient Adherence platform? Contact us at firstname.lastname@example.org to learn more today! Stay tuned for part 2 to learn how NPS® provides actionable data that drives business growth!