Optimizing Patient Experience and Patient-centric Care through NPS

With actionable insights from NPS feedback, payers can promise patient-centric care and better patient experience.

Shireen Noushad
July 21, 2023
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A Net promoter score is how patients and providers in the United States gauge a medical insurance provider. The NPS is a testement to many a things. It could signal that the payer has good claim offerings, that the care outcomes are good, that they have a good provider network as well. For providers on the other hand, a good NPS could mean healthy provider contracts.

In this article, however, we shall delve into how to solve the challenges that payers face when it comes to collecting feedback for NPS. Improving NPS is also means to improving patient experience with their clinic visits, ensure improved care outcomes, and last but not least - instill patient-centric care.

What is Net Promoter Score in Healthcare?  

NPS (Net Promoter Score) is a way to measure how customers feel about a company. It's like a modern version of word-of-mouth reviews. Customers are asked one question: "How likely are you to recommend this company?" They can rate their experience on a scale of one to ten.

The results are divided into three groups:

  • Detractors (0-6): These customers had a bad experience and won't come back or recommend the company to others.
  • Passives (7-8): Passives had an okay experience, but it wasn't good enough to make them loyal to the company or influence others to choose it.
  • Promoters (9-10): Promoters had a great experience and are likely to come back. They also recommend the company to their friends and family.

Calculating NPS is simple: subtract the number of promoters from the number of detractors. The score can range from -100 to 100. Anything above 0 is considered good, and a score over 50 is excellent.


Why is Net Promoter Score Important for Healthcare Payers?  

For healthcare payers, the NPS score is a crucial indicator for gauging patient satisfaction and loyalty in the sector. For payers to pinpoint areas for improvement, raise patient happiness, and keep patients, it is essential to understand how patients view their experiences. Healthcare payers can gain insightful information through NPS surveys about the general attitude of patients. This enable decision-makers to make data-driven decisions to improve their services and offerings.  

Patient Experience

The patient satisfaction is directly associated with the NPS score. A higher NPS shows that patients are more satisfied with the services given, whilst a lower score indicates that there is potential for development. Positive patient experiences build loyalty, strengthen patient-provider bonds, and promote better adherence to treatment regimens. Paying close attention to the NPS score enables healthcare payers to pinpoint areas of patient experience that need improvement and strive towards making every touchpoint as efficient as possible.

Patient Care

The NPS score is frequently connected with the effectiveness of patient care, including care outcomes. Patients are more likely to feel valued and cared for when they have positive patient experiences, which results in better health outcomes. Healthcare payers can discover and comprehend the level of patient satisfaction with regard to their claims and providers by using the NPS feedback. Only by adopting adjustments based on patient feedback is patient-centricity possible, and this has a positive effect on patient care and general health outcomes.  

Patient and Provider Retention

Patients and providers with drop out of payers systems if the claims and provider contrats are unfavourable to them. The NPS rating of a healthcare payer is a strong indicator for a patient or a provider to pick a healthcare payer.

Have a look: How to Conduct a Survey For Actionable Consumer Insights

Patients who are happy with their care are more inclined to stick with current healthcare payers and favour their services over those offered by rivals. A low NPS score, on the other hand, may signify a higher chance of patient attrition, which could result in revenue loss and have a negative effect on the payer's reputation. Healthcare payers can keep patients and build lasting connections with both patients and healthcare providers by addressing issues raised in the NPS feedback.

Revenue Influx  

The NPS scores can help healthcare organizations become more profitable. When you focus on ensuring patients have a good experience, it positively affects your financial performance. A report from The Deloitte Center for Health Solutions showed that hospitals with high patient-reported experience scores make more money. Even though investing in improving patient experience may have some costs, the revenue generated outweighs these expenses. So, the saying "you have to spend money to make money" applies to healthcare organizations that are dedicated to enhancing the patient experience. In simple terms, if patients are happy, it can lead to better financial outcomes for the healthcare provider.


In short, it would do well for healthcare payers to improve patient experiences, enhance patient care, and strengthen patient and provider retention, and therefore bring in higher revenue – through NPS surveys. Analyzing the insights derived from NPS feedback, payers can drive positive changes within their organization, resulting in better healthcare services and outcomes for their patients.  

Challenges of Conducting NPS Surveys  

Limited Response Rates and Participation

Just as with all surveys, NPS is not without challenges. Getting adequate response rates and active patient participation in NPS surveys for the healthcare industry is one of the major issues. Patients could be reluctant to complete surveys due to the hectic and delicate nature of healthcare environments. Low response rates can compromise the quality and efficacy of the NPS measurement by producing skewed results and providing insufficient data for analysis.  

Have a look: 11 Proven Ways To Increase Survey Response Rates

Time-Intensive Data Collection and Analysis

Data collection and analysis for healthcare NPS surveys take a long time because they require collecting feedback from a lot of patients. Processing enormous volumes of patient replies might tax resources and stall the development of insightful data. Healthcare organisations could find it difficult to quickly extract useful information, which might prevent them from making timely improvements to the patient experience.

Have a look: Tips to Make Your Survey Design More Impactful

Lack of Actionable Insights and Inadequate Feedback Loop

Healthcare providers may have trouble turning NPS comments into useful insights, even with data gathered. When dealing with a variety of patient comments, it can be difficult to pinpoint particular areas for improvement. Additionally, there might not be a good feedback loop in place to convey findings to the important stakeholders. Healthcare organisations struggle to effectively address problems and improve patient experience without a clear system for exchanging and applying feedback.


Integrated Consumer Research Platform to the Rescue  

The difficulties encountered in NPS surveys in the healthcare industry can be considerably reduced by an integrated consumer research platform that integrates qualitative and quantitative patient research. Healthcare payers may increase the actionability of patient input by utilising face coding and voice AI technology, which will improve insurance products and the patient experience.

Have a look: A Comprehensive Guide to Secondary Market Research

Addressing Limited Response Rates and Participation  

Through the use of several channels, including email, SMS, and web-based surveys, an integrated research platform enables healthcare payers to reach patients and boost response rates. The platform allows for the customization of survey lengths and formats, which makes it simpler for patients to take part. In-depth interviews and focus groups, among other qualitative research techniques, offer deeper insights into patient experiences, enabling a thorough knowledge of input even from those who are less inclined to reply to conventional surveys.

Have a look: Build Efficient Satisfaction Surveys Online on Research Platforms

Overcoming Time-Intensive Data Collection and Analysis  

Integrated research platforms automate surveys and aggregate replies in real-time, streamlining the data collection and analysis procedures. By reducing manual labour and accelerating data processing, this automation enables healthcare payers to swiftly get insights. Consolidated quantitative data from surveys and qualitative data from interviews give a comprehensive picture of patient input without requiring a lot of extra work.


Enhancing Actionable Insights and Feedback Loop  

The platform's qualitative research integration enables healthcare payers to record in-depth patient narratives and pinpoint particular pain points and improvement opportunities. In addition to providing standard feedback, facial coding analysis of patient attitudes can also reveal emotional clues. With the help of these data, healthcare payers may develop focused action plans that effectively improve patient experiences.


Leveraging Facial Coding and Voice AI for Actionable Feedback  

In order to comprehend emotions and behaviours in real-time during virtual patient contacts, facial coding technology analyses facial expressions. In order to recognise the attitudes, tones, and emotions stated by patients during calls or recorded feedback, voice AI analyses audio feedback. Healthcare payers can acquire granular insights by combining face coding with voice artificial intelligence, which enables them to recognise both positive and negative emotions connected to their insurance plans and services.

Improving Insurance Offerings and Patient Experience  

Healthcare payers can better personalise their insurance products to match patient demands with the use of actionable insights obtained through facial coding and voice artificial intelligence. Payers can make targeted enhancements to address problem areas and areas of patient dissatisfaction, improving the overall patient experience. Understanding pleasant emotions makes it easier to repeat effective methods across many offerings and reinforce them.


An integrated platform for consumer research that covers both qualitative and quantitative patient research gives healthcare payers the tools they need to overcome NPS survey difficulties. Through the application of facial coding and Voice AI technology, the findings are further confirmed and made actionable. Healthcare payers can improve patient experiences, which will ultimately result in greater patient happiness and loyalty, by producing actionable information and delivering superior insurance products. This all-inclusive strategy guarantees that healthcare providers may maintain a patient-centric focus and consistently raise the standard of care they give.

Improving Patient-centric Care with NPS

An increase in NPS (Net Promoter Score) in the healthcare industry is a sign of increased patient happiness and loyalty. A higher NPS score indicates that patients have a favourable opinion of the organisation and its services and are more likely to recommend it to others. This greater patient engagement and adherence to treatment programmes are directly related to the higher patient satisfaction. Patients are more likely to actively participate in their care, attentively follow medical recommendations, and maintain regular contact with healthcare experts when they are satisfied with their healthcare experiences. Better treatment outcomes and overall patient well-being are fostered by such increased patient compliance and involvement.

When healthcare offerings revolve around patient needs and wants, then the system evolve into a patient-centric one. Therefore, with a good NPS strategy, payers can promise payer-centric care to their patients.

Decode Your NPS Surveys  

Healthcare payers should consider using Decode for their NPS surveys due to its numerous benefits, which include extensive data analytics, full integration capabilities, and advanced sentiment analysis. With Decode's cutting-edge data analytics platform, payers may unlock complex patterns and spot minute details in patient feedback to obtain meaningful insights from NPS survey results.  

Through the platform's features for seamless integration, various data sources, including as electronic health records and customer relationship management systems, can be combined to provide a comprehensive picture of patient experiences. Decode's cutting-edge sentiment analysis also makes use of machine learning and natural language processing to identify subtle emotions, giving payers a comprehensive understanding of patient sentiments and enabling the development of practical strategies to raise patient satisfaction, improve insurance options, and ultimately improve the standard of care.


Supercharge your research with actionable insights faster on Decode's integrated consumer research platform with Insights AI.
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Want to conduct lean and unbiased research? Try out Entropik's tech behavioral research platform today!
Want to conduct lean and unbiased research? Try out Entropik's tech behavioral research platform today!
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Author Bio

Shireen Noushad
Shireen adores writing and currently, she’s all about making B2B content fun, engaging, and 100% non-boring. She's intrigued by the scope of AI(not scared, yet), and how it helps advance operations on all fronts across industries. On a typical day, she scours the internet for anything and everything AI-related, and goes on a loop of writing and re-writing cause it’s just not perfect.

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