There are huge advantages to a positive patient experience when it comes to provider success in the healthcare industry. As the competition continues to rise, medical providers need to focus on patient experience now more than ever. When you ignore the relevance of patient experience, in relation to your practice success, you will see a decrease in revenue and an increase in costs for your business.
Reputation management has been an influential part of practice improvement throughout the medical world. With the introduction of NPS, or Net Promoter Score, businesses in every industry are able to measure the public opinion of their company. By capitalizing on NPS Promoters, healthcare providers can improve their practice and deliver a new level of quality in healthcare for their patients. So, what is NPS and how does it work?
Measuring Patient Experience
If you want to understand how well your practice is really doing, ask your patients. Patient opinion is a crucial component to evaluating your success as a healthcare provider. When your patients come into the office your goal is to give them the best patient experience you can offer. And, if it’s a great experience, your patients should have no problem reporting that. Patient Promoter measures the patient experience and organizes it in a way that presents how well you are doing as a healthcare provider.
Patient Promoter takes patient feedback and indexes your practice on a scale of -100 to 100 to determine the collective measurement of your overall patient experience. When you use Patient Promoter, you can utilize the scores and feedback to diagnose how well you are satisfying patients and identify areas of improvement, if needed. Every healthcare provider wants to create a practice that is focused on patient satisfaction.
Managing Your Reputation
The Patient Promoter™ system was developed from the frustration medical practices were experiencing with the online review process. Upset patients would leave the office and head to the internet (Yelp, Facebook, and Google) to vent about their less than satisfactory experience. The opportunity to post negative feedback about the practice and its providers created a huge problem for practice management. Potential patients would find these scathing reviews during their search for providers and immediately develop a negative opinion of the practice and/or provider based on a few bad reviews.
The Patient Promoter™ system is a proactive way to direct customer feedback to benefit your practice. This proven method filters patients so only the most satisfied patients are delivering their opinion to your online review websites. In addition to bumping your practice up to a 5-star review online, you can gather intelligence about the health of your practice and act to improve the way you do business.