Patient experience
A simple, standardised measure of patient advocacy. NPS gives health organisations a clear signal of how patients experience their care and whether they would recommend it to the people they care about.
Understanding how patients experience care is essential for any health organisation committed to quality improvement. But patient experience data can be difficult to act on when it comes in many forms across many touchpoints. NPS provides a standardised, widely understood metric that gives clinical and operational leaders a clear, comparable view of patient advocacy.
A patient who rates their likelihood to recommend at nine or ten is a Promoter. One who rates six or below is a Detractor. The gap between the two, expressed as a percentage of total responses, is your NPS. Simple to calculate, simple to track over time and simple to compare across wards, sites and health-sector peers.
Used alongside open-ended feedback, NPS tells you not just where you stand but what is driving your score and where the most important opportunities for improvement are.
How it works
NPS in a health context is built around a single question: how likely are you to recommend this hospital or service to family and friends? Rated on a zero to ten scale, the score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. An open-ended follow-up question captures the main reason behind the rating, turning a number into a narrative your clinical and operational teams can act on.
Administer the NPS question at the right point in the patient journey, whether at discharge, post-visit or at a defined interval in an ongoing care relationship. The timing matters, and Insync can advise on the approach that will give your organisation the most meaningful data.
The open-ended follow-up question is where the insight lives. Insync analyses patient comments to identify the specific aspects of care that are generating advocacy and those that are creating detractors. This is the context that turns an NPS number into a leadership conversation.
Your NPS is benchmarked against health-sector data, so you understand where you stand relative to comparable organisations. Results are tracked over time so improvement efforts are visible, and the impact of changes in care delivery can be measured.
1. What’s included
Insync’s NPS program for health organisations goes beyond the score to give your team the context, benchmarks and guidance needed to act on what patients are telling you.
The core NPS question plus an open-ended follow-up, configured for your specific health or aged care context and administered at the right point in the patient journey.
Patient comments analysed to identify the key themes driving your score, separating what is generating advocacy from what is creating detractors in your specific care environment.
Your NPS is compared against Insync’s health-sector benchmark data, so you understand not just your score but what it means relative to comparable health organisations.
Results presented to your clinical and operational leadership team with a clear interpretation of what the data means for your organisation and where the priorities for improvement are.
2. Key outcomes
NPS is most valuable when it is consistent, tracked over time and connected to the operational changes your organisation is making. These are the outcomes health organisations see when they use it well.
NPS gives your clinical and operational leadership a single, comparable metric that is easy to communicate across the organisation and track over time. When it moves, you know something has changed.
The open-ended follow-up is what turns NPS from a metric into a tool for improvement. Knowing your score is one thing. Knowing that your Detractors consistently cite wait times or communication with nursing staff drives a useful conversation in a quality improvement meeting.
An NPS of 40 means something different in a busy public emergency department than it does in a private specialist clinic. Insync’s health-sector benchmarks give your results the context needed to set realistic targets and assess genuine improvement.
NPS works best as part of a broader patient experience picture. Combined with PREMs and point-of-care surveys, it gives your organisation a layered understanding of how patients experience their care journey from start to finish.
3. Why Insync
NPS is a simple metric, but the value is in the analysis and the benchmarking. Insync brings the health-sector context to your results, analyses the open-ended responses that explain your score and helps your clinical and operational leadership understand what to do with the data.
Your NPS is compared against health-sector-specific data, not a cross-industry average. That context is what makes the number meaningful for your clinical governance committee or board.
Insync analyses the open-ended patient responses that underlie your NPS, identifying the specific aspects of care that drive advocacy and those that undermine it.
NPS can be run as a standalone program or combined with PREMs, PROMs, and point-of-care surveys to give your organisation a comprehensive, layered view of patient experience and outcomes.
The value of NPS depends on when and how it is administered. Insync advises on the approach that will give your specific health or aged care organisation the most accurate and useful data.
CLIENT WORK
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