Patient Satisfaction Measures
Quarterly Patient Satisfaction Reports include the measures outlined below: Question Average, 95% Confidence Interval, % Distribution, Response Rate, Graphs, and Net Promoter Score (NPS). Each report contains filter options that provide additional ways of viewing satisfaction data. Listed below the measure descriptions are links to sample reports that include a brief description and available filter options for each report.
Question Average (Question Avg) - Shows average score for each question indicated on report.
95% Confidence Interval (CI) - 95% CI is the measure of certainty the reported values are representative of the entire patient population. Adding and subtracting the 95% CI value to and from the Question Average will show you the average response range for approximately 95% of your patient episodes. If the 95% CI is high, then the average is potentially not representative of your entire patient population, since it indicates a large variance exists in the data. If the 95% CI is tight to the average shown, then you can be fairly certain that the average is actually representative of your entire patient population.
% Distribution (Excellent, Very Good, Fair, Poor, Very Poor, N/A) - Question responses are categorized based on how patients answered each question. Responses are broken down by percentage of responses in each category - Excellent, Very Good, Fair, Poor, Very Poor, and N/A (not applicable).
Response Rate - Indicates percentage of patients that responded to a question. Response rates less than 100% indicate surveys where a question was not responded to by a patient.
Graph - Each reported question in the Patient Satisfaction Overview Report has a comparative graph showing the percentage of patients that responded to a question with "Excellent." The graph contains Clinic Quarterly Average and Clinic Rolling Year average, Network Rolling Year average, and National Rolling Year average lines for comparison.
Net Promoter Score (NPS) - Net Promoter Score is determined by sub-dividing responses on question nine, Clinic Recommendation. Ten responses are possible, ranging from "Extremely Likely" to "Not at all Likely." Responses are broken down into three categories:
- Promoters (scores of 9-10)
- Passive (scores of 7-8)
- Detractors (scores of 1-6)
Net Promoter Score equals the % of Promoters minus the % of Detractors. This score is a definitive representation of your clinic's performance through the eyes of your customers (patients).
The Patient Satisfaction Overview report gives a summary of each question asked on the patient satisfaction survey. Each question is broken down by question average score and response distribution percentage. Comparisons are given for Clinic Rolling Year, Network Rolling Year, and National Rolling Year.
Each reported question also contains a comparative graph showing the percentage of patients that responded to a question with a response of "Excellent." The graph contains Clinic Quarterly Average and Clinic Rolling Year average, Network Rolling Year average, and National Rolling Year average lines for comparison.
The Overview report contains three different filters for viewing your results.
- Clinic Overview - Contains summary information for questions 1-9 and 11-12.
- Office Staff Overview - Contains summary information for questions related specifically to front office staff (questions 2-4), in addition to an overall front office staff performance graph that combines results from questions 2-4.
- Therapist Overview - Contains summary information for questions related specifically to Treating Practitioner (questions 5-7), in addition to an overall practitioner performance graph that combines results from questions 5-7.
The Patient Satisfaction Category Report can be filtered by either Treating Practitioner or Top 10 Insurance Payers. Results are presented in rows showing question average (mean) and % Excellent for questions 1-9 and 11-12. The category report is a good way to see data for all of your Treating Practitioners in one report or all of your top 10 insurance payers.
Comparison rows are included for Clinic Quarter, Clinic Rolling Year, Network Quarter, Network Rolling Year, and National Rolling Year.
PLEASE NOTE: Only clinics that submit bar-coded patient satisfaction reports will be able to utilize this report. Generic surveys cannot be tied back to treating practitioner or insurance payer information.