<p>The Use of the Net Promoter Score (NPS) in an Outpatient Allergy and Pulmonary Clinic: An Innovative Look into Using Tablet-Based Tool vs Traditional Survey Method</p>

Abstract

Introduction: Patient satisfaction has become an essential metric in addition to the type of care they receive. Phone calls, emails, and text to patients after their healthcare visit are the typical way of obtaining the data reflecting patient satisfaction. The purpose of this retrospective quality improvement study is to compare the traditional post-outpatient clinic survey method with an onsite concise two-question survey using a tablet method immediately after the patient visit using Net Promoter Score (NPS) questions. Methods: Data were collected retrospectively from February to August 2018 from an outpatient subspecialty clinic in southern California using an existing database from two different sources: the traditional method (TM) and the tablet-based tool (TBT), using NPS. The TM data were obtained from a third-party company using two questions via phone, email, and text collected 2-4 weeks after the patient's visit. The TBT has only two questions that were given to patients upon their visit check-out. These two questions assessed both provider and clinic's performance using the NPS method. Results: In total, there were 1708 patients seen from February to August 2018. In the TM, the total outgoing messages during this period were 580 (34.0%) with 156 responses (27%). In the TBT, 648 out of 1708 (37.9%) surveys were collected with a 100% response rate. The NPS score showed that 99.2% of the providers were promoters. The NPS score for the clinic was 96% which reflects a promoter score. Conclusion: Our results indicate that when using the TBT immediately after their visit to the clinic, a higher response rate was noted. In addition, both methods had similar outcomes in terms of patient satisfaction NPS scores. Future prospective studies with a larger sample size are warranted to evaluate the effectiveness of the TBT tool in assessing patient satisfaction.

Treatment expectations and perception of therapy in adult patients with spinal muscular atrophy receiving nusinersen

“…The NPS serves as a robust instrument for the assessment of products and services [28]. Although the validation of this score in medicine is still limited, the NPS finds growing use in outcome research, mainly due to the simplicity of the method and the established calculation matrix [30–32]. In this study, the NPS score for nusinersen was +66 which translates into a very positive recommendation rate.…”

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“…The NPS (Keck, 2020) is a 10‐point scale used with a clarifying question to explain the response provided. It provides a brief but sensitive measure of customer experience widely reported in healthcare settings (Alismail et al, 2020; Stirling, Jenkins, Clement, Duckworth, & McEachan, 2019).…”

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“…NPS has proven to be a remarkably powerful assessment of customer satisfaction across multiple industries [24] and is now increasingly used in the health care setting due to its ease of administration and higher response rates. NPS surveys can be readied more quickly than email or phone surveys and are less time-consuming for patients, and thus more likely to garner a response [25]. NPS methodology is based on research that cross-references survey responses with actual consumer behavior, demonstrating that a strong personal recommendation of a company or a service to one's family and friends was a key measure of satisfaction [26], and directly correlated with uptake in the market [19].…”