NPS and PX - PHI Export
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.
PX Patient Survey Detail Specifics
This dashboard allows you to see all the answers for NPS and patient satisfaction at the patient level for Florida surveys only for compliance reasons.
The dashboard also presents sentiment analysis using NLP (natural language processing) to compare the NPS scores with the free form responses. In this analysis you can see at the summary and individual patient level if the NPS score matches or not the sentiment.
This dashboard has PHI and access is limited to select individuals that can see multi-state PHI.
The patient experience team uses this dashboard to trigger patient outreach based on their NPS classification, prioritizing detractors.
FAQS
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, while 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 do you calculate the satisfaction indexes?
The questions are written to calculate an overall satisfaction index, as well as separately measure patient satisfaction with their provider and operations experience
Ease of Scheduling
Yes
Yes
Ease of Connecting (TELE)
Yes
Yes
Wait Time Under 20m
Yes
Yes
Staff Satisfaction
Yes
Yes
Visit Reason Resolved
Yes
Yes
Provider Listened
Yes
Yes
Provider Instruction Quality
Yes
Yes
Provider Explanation Quality
Yes
Yes
Provider Knowledge of Specialists (OVER 65)
Yes
Yes
How are the individual survey questions scored?
Most of the questions are based on what is called a 5pt Likert Scale to allow the patient to express how much they agree or disagree with a particular statement. It can be used to measure other variations such as satisfaction, quality, importance, likelihood, frequency and more.
Example of a 5pt Likert Question:
Q: How satisfied were you with the helpfulness and professionalism of the office staff?
A: Very Dissatisfied | Dissatisfied | Neutral | Satisfied | Very Satisfied
At Sanitas, we use the Top 2 Method to measure the strength/intensity of our collective patients’ attitude. The score for each question shows the % of respondents that selected either of the two favorable answers.
What is the ruling date for the Patient Detail dashboard?
The ruling date for the Patient Detail dashboard is the Survey Response Date. This is different from the other NPS/PX dashboards, which use Visit Date. The reason is this dashboard is where the Patient Experience team downloads full survey responses, including the freeform text. They need to be able to access the most recent responses, regardless of the associated visit date. There is no time limit on the survey invite link. It's not common, but occasionally we'll see new responses come in for a visit a year prior. Using the response date instead of the visit date provides visibility for even those late comers.
Tabs Overview
NPS and PX - PHI Export
Metrics included are:
Responses
NPS Categories
Responses Trend
Data Export
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