Using Net Promotor Score Patient Loyalty Tracking to Improve Health Outcomes and Revenue

Michelle Babcock, PT, MSPT - Chief Experience Officer, Spooner Physical Therapy Russell Olsen - Vice President, Innovation and Product Management, WebPT A patient’s attitude towards, and relationship with, his or her provider can be a key driver in a positive treatment outcome. But to effectively leverage patient experience, providers must understand patient attitudes and perspectives—a challenging, broad area to measure. As a solution, a multi-clinic physical therapy practice tracked patient loyalty using a net promoter score (NPS). In just one year, NPS insights helped the organization better gauge its patients’ experience; the practice leveraged these insights to inform initiatives that drove an increase in the number of visits per new patient and boosted their initial evaluation conversion rate. Michelle Babcock, PT, MSPT, a physical therapist and Chief Experience Officer at Spooner Physical Therapy, and Russell Olsen, VP of Innovation and Product Management at WebPT, will describe how they implemented NPS to identify unhappy patients early and work with them directly to improve their experience. NPS also enabled two key goals: keeping patients engaged in their care and understanding and leveraging the data to improve revenue by generating referrals and promoting additional services.

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