NPS and Patient Experience Analytics
Overview
At Sanitas, patient experience insights are central to our mission of delivering exceptional care and fostering satisfaction. We capture this feedback through post-appointment digital surveys—customized for various appointment types, including specialized versions for patients aged 65 and older—which enable us to understand their needs, preferences, and concerns. By aggregating and analyzing this data through interactive dashboards, our clinical, administrative, and business teams can identify improvement areas, enhance communication, streamline service access, and address care gaps. These insights not only drive targeted strategies for improved care but also build trust, promote long-term relationships, and reinforce patient loyalty, ultimately solidifying our reputation as a preferred healthcare provider.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely used metric in customer experience programs that measures customer loyalty towards a company. It revolves around a single question asking customers about their likelihood of recommending a company, product, or service to friends and family. Sanitas has implemented NPS as part of its customer experience strategy to gather valuable insights and improve patient satisfaction.
Survey Invite: After most visits, a survey invite is triggered by text message (if able) or email. To receive text messages from Sanitas, the patient must have a valid mobile phone number and have accepted the communication terms on the registration form. If the patient doesn't complete the survey within two days of receiving the initial invite, they are sent a reminder email. If the patient has multiple visits on the same day (like VMC, UCC, and LAB), they will only receive a survey invite for the most comprehensive service provided. PCP and UCC visits would trump other visit types on the same day.
Data Analysis and Insights: Once patients complete the NPS survey, the data is aggregated and analyzed. Sanitas employs interactive dashboards to provide insights to its clinical, administrative, and business teams. These dashboards facilitate data-driven decision-making and enable teams to gain an understanding of patient sentiment and satisfaction levels.
Benefits and Applications: The NPS data collected and analyzed by Sanitas offers several benefits and applications, including:
Improving Patient Experience: Insights derived from NPS feedback help identify areas for improvement in the patient experience, allowing Sanitas to enhance the quality of care and services provided.
Strategic Decision-Making: NPS data empowers Sanitas' clinical, administrative, and business teams to make informed decisions, identify trends, and implement strategies to optimize patient satisfaction and loyalty.
Continuous Improvement: By regularly monitoring NPS scores and analyzing patient feedback, Sanitas can implement iterative improvements, measure the impact of changes, and foster a culture of continuous improvement.
The Net Promoter Score (NPS) is a vital tool within Sanitas' customer experience program. By capturing patient feedback, analyzing NPS data, and leveraging interactive dashboards, Sanitas aims to enhance the patient experience, drive customer loyalty, and continuously improve its services.
FAQS
How is NPS calculated?
NPS is calculated by subtracting the % of detractors (responses of 0-6) from the % of promoters (responses of 9-10). It can range from -100 to 100.
The more responses, the more reliable the NPS is. Fewer responses mean that the score can be greatly impacted by a single negative response.
What are the characteristics of promoters, passives and detractors?
Loyal, enthusiastic fans who recommend Sanitas to family and friends
Far more likely than others to remain customers and increase their interactions over time
Account for more than 80% of referrals
Somewhat satisfied but could just as easily switch to another provider
Wouldn't spread any negative word-of-mouth, but are not enthusiastic enough about Sanitas to tell others unless specifically prodded to
Unhappy patients
Account for more than 80% of negative word-of-mouth
Their criticism and bad attitudes diminish the reputation of Sanitas, discourage new patients and demotivate employees
What is a good NPS?
NPS (Net Promoter Score) can range from -100 to +100. In the healthcare industry, most providers typically fall within the range of 60-80. At Sanitas, our target NPS is 75 or higher. This target reflects our commitment to delivering exceptional patient experiences and fostering strong patient loyalty.
A higher NPS indicates that a larger percentage of patients are likely to recommend our services to others, which signifies their satisfaction and loyalty. It reflects our success in meeting patient expectations, providing quality care, and delivering exceptional service.
What is the ruling date for the NPS and Patient Satisfaction dashboards?
The ruling date for the NPS and Patient Satisfaction dashboards is the visit date. Visit date is used in the controls and all trending graphics, because it allows insights to be tied to specific events that happen. A low NPS during one week for a particular location could be related to a provider being out sick. Perhaps a location closed due to bad weather and responses so fewer appointments equated to fewer responses.
What is the difference between NPS and Patient Satisfaction?
The main difference between NPS and Patient Satisfaction lies in the focus and scope of measurement:
NPS (Net Promoter Score): NPS is a metric used to gauge long-term patient loyalty and overall brand sentiment. It is based on a single question that asks patients about their likelihood of recommending a company, product, or service to friends and family. NPS provides a high-level indicator of patient loyalty and helps assess the overall perception of the brand. It is primarily used to understand the likelihood of patient referrals and advocacy.
Patient Satisfaction: Patient Satisfaction, on the other hand, measures short-term satisfaction with a specific service, such as a primary care visit. It considers multiple survey questions, including both provider-related and operational factors. Patient Satisfaction surveys aim to capture a more comprehensive view of the patient experience, covering various aspects such as quality of care, staff interactions, wait times, facilities, and more. It provides insights into specific areas of improvement and helps identify opportunities to enhance the overall patient experience.
In summary, NPS focuses on long-term patient loyalty and overall brand sentiment. At the same time, Patient Satisfaction measures short-term satisfaction with specific services and provides more detailed feedback to drive improvement in various aspects of the patient experience.
How are individual survey questions scored?
Most questions use a 5-point Likert Scale for patients to indicate their level of agreement or disagreement with specific aspects of their visit. Likert scales can reflect levels of agreement, satisfaction, quality, importance, performance, frequency, and more.
Sanitas evaluates 5-point Likert Scale survey questions using the "Top 2 Method," focusing on the percentage of patients who selected the two most favorable responses.
An example of a 5-point Likert question is:
Q: How easy was it to schedule your appointment?
A: Very Difficult | Difficult | Neutral | Easy | Very Easy
How do you calculate the satisfaction indexes?
The questions are written to calculate an overall satisfaction index, which combines the provider and operations indices. The overall satisfaction index measures patient satisfaction with their provider and operations experience.
Survey Question
Provider Index
Operations Index
Ease of Scheduling*
Yes
Ease of Connecting*
Yes
Wait Time Under 20m
Yes
Kept Informed of Delays
Yes
Staff Satisfaction
Yes
Provider Listened
Yes
Provider Instruction Quality
Yes
Provider Explanation Quality
Yes
Visit Reason Resolved
Yes
Referral Satisfaction*
Yes
Onsite Dispensary Satisfaction*
Yes
Provider Knowledge of Specialists*
Yes
*Question only presented if applicable
In January 2025, a survey just for Florida Blue Medicare Advantage Primary Care visits was launched. While some of the questions could be matched to the regular survey, some were not. Here's a summary of the Medicare Advantage Primary Care questions and indices.
Med Adv Survey Question
Provider Index
Operations Index
Ease of Scheduling
Yes
Ease of Contacting
Yes
Wait Time
Yes
Kept Informed
Yes
Staff Satisfaction
Yes
Support Staff Listened
Yes
Support Staff Showed Interest
Yes
Provider Listened
Yes
Provider Conditions Explaination
Yes
Provider Decisions Inclusion
Yes
Provider Explaination Quality
Yes
Provider Prescriptions Review
Yes
Provider Would Recommend
Yes
Dashboard Tabs
Summary
A broad overview of key performance metrics on a single tab. There are a number of views created for a more in-depth analysis which are:
Regional Comparisons
NPS Categories
NPS to Targets
Dimension Analysis
Complaints Summary
Metrics Included are:
YoY Summary
NPS Trend
Index Trends
KPI Trend
Trend Details
Service Line Performance
Regional Performance
Service Line by Region
Locations
Locations are evaluated and ranked by NPS, with the biggest movers and overall performers called out. The list is defaulted to show the locations that produce 20% of the responses, but can be easily adjusted to include more locations by moving the slider.
Metrics included are:
Top 3 Facilities
Bottom 3 Facilities
Biggest Increases
Biggest Decreases
Top 20 Response Generating Facilities
Deep Dive
NPS Trend - Weekly
NPS Trend - Monthly
Providers
Providers are evaluated and ranked by the Provider Index at the national, state, and regional levels. The rankings are defaulted to show the providers with a minimum of 20 responses, but can be easily adjusted to include more or fewer providers by moving the slider.
Metrics included are:
NPS Trend
Provider KPI Trend
Provider Leaderboard
Top 5 by Region
Bottom 5 by Region
Deep Dive
**Deep Dives: A detailed look at NPS by language and service line, and every survey question. Data can be trended by day, week, month, or year. This view is used by Patient Experience to identify coaching opportunities before a site visit.
Response Rates
A detailed look at how many visits result in a survey invite and how many of those invited complete the survey (responses). This view is used to identify opportunities for improving invite targeting and the survey response rate.
Metrics included are:
Response Details
Trend - Response Rate
Trend - Response Rate by Outreach Channel
Total - Initial Invite Outreach Distribution
Trend - Initial Invite Outreach Volume
Trend - Initial Invite Outreach Distribution
Response Details
Invite Funnel
Response Rates
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