Beyond Patient Satisfaction – A Net Promoter Score Approach

February 11, 2016

Beyond Patient Satisfaction – A Net Promoter Score Approach


At Paladina Health we approach patient satisfaction differently.  We don’t use healthcare industry benchmarks to set our targets because, frankly, patient satisfaction across our industry is far too low.  Instead, we’ve studied leading, consumer companies such as Zappos, Nordstrom, Marriott and Apple and incorporated their best-practices into our service delivery model.

The Net Promoter Score Approach

For years companies have been performing satisfaction surveys to determine how successful they are at delivering a good customer experience.  Several years ago, however, researchers at Bain & Company performed an extensive study indicating that this traditional approach to customer satisfaction tracking failed to link satisfaction scores to customer loyalty and company growth.  As it turned out, one simple question, “What is the likelihood you would recommend Company X to a friend or colleague?,” works best to predict loyalty, referrals and overall growth.  This insight formed the basis for the Net Promoter Score (NPS) approach to customer satisfaction. 

How Does NPS Work?

While detailed satisfaction surveys can be useful to determine specific areas of opportunity to improve the customer experience, the Bain research proved that Net Promoter Score is the single most important metric to gauge company and individual employee performance.  NPS is calculated by taking the percent of respondents rating the organization a nine or ten on a ten point scale, “Promoters”, and subtracting those rating the company zero through six, “Detractors”.  Studies have shown that promoters are significantly more likely to share their positive experiences with others and drive referral business.  Those rating the organization seven or eight typically do not leave reviews or discuss their experiences with others, while Detractors are often outspoken critics of an operation who can do significant damage.

Net Promoter Score Scale NPS

Paladina Health and Net Promoter Score

Paladina Health’s primary care approach is focused on delivering a superior patient experience.  NPS is such a critical component of the Paladina Health culture that every employee has financial incentives linked to NPS success.  Paladina Health is not a fee-for-service model. Our physicians are salaried and receive bonuses based on health quality outcomes, patient satisfaction and patient engagement. 

Both Paladina Health and DaVita have earned their reputation on the basis of meeting and exceeding tough and best-in-industry clinical standards. But we hold ourselves to the same philosophy when it comes to customer service. By utilizing the NPS approach, we continually benchmark our performance to excellent customer service providers within the healthcare industry and beyond.

What Matters Most

Ongoing attention to customer satisfaction has helped Paladina Health design our direct primary care delivery model to address top patient concerns.  First and foremost, our model removes access hurdles by locating clinics where employees live and work, providing 24/7 physician access and by offering the broadest scope of primary care possible. We also remove financial hurdles by eliminating co-pays and providing generic drugs in-house.  When specialist services are required, we help patients successfully navigate the system by referring to appropriate high-value providers, coordinating care and facilitating appropriate use of downstream care. 

The Paladina Health model addresses top patient and employer concerns around convenience, quality of care and cost because it was specifically designed with Net Promoter Score in mind.  If your providers are still incented under a volume based model, experience the difference that the Paladina Health value-based model can make.

Read more about how Paladina Health approaches NPS.

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