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A Net Promoter Score or NPS is the patient's response rating from your clinic’s satisfaction survey:
“How likely are you to recommend us to a friend or family member?"
- Incentivize therapists for positive results
- Further, develop or train therapists in providing the best patient experience possible
- Turn promoter patients into advocates of the PT brand via marketing campaigns and online reviews
- Fix broken or bad experiences between clients or processes
- Track trends over time
- Scoring ranges on a -100 to +100 scale
- A score of 0 means you have as many detractors as promoters
- Patients rank the performance of you and your clinic on a 0-10 scale and that is transitioned to a percentage calculation:
- Each score is categorized into a Detractor (0-6), Passive (7-8), and Promoter (9-10).
How it Works
An NPS Survey will be sent to the patient via email, 7, and 28 days after they have been seen at your clinic for their first Initial Evaluation. This workflow will trigger when the patient is marked as arrived for their Initial Evaluation in the EMR (Electronic Medical Record).
If you do not have an established Keet Connection from your EMR, this will be triggered by creating an Arrived Encounter in the patient Episode of Care.
Once the patient submits their response we will collect the patient's score and comments, you will then be able to review all patient responses within the clinic's NPS Dashboard:
An individual patient's score and comment can also be viewed within the patient's profile. When you hover over the NPS score the comment box will appear.
Example: Promotor Rating
Example: Passive Rating
Example: Detractor Rating
A Care Team member with an NPS role assigned to their profile will receive a system-generated email when a patient responds with a score of 6 or lower (Detractor).
Within the email, a provided link will take you directly to the specific patient's messaging center. The patient's messaging center will include details of the patient's response as well as the score. You can then decide how you would like to remedy the situation by either sending a message directly to the patient or have the therapist reach out in order to resolve any issues or concerns.
The patient will also have the ability to go back and edit any NPS responses that they have provided.