Patient feedback is essential for obtaining an honest assessment of how patients feel about the care they receive. The system now allows you to send and receive digital Net Promoter Score (NPS) surveys from your patients, so you can gain insights into how your clinic is performing from their perspective. You can view and modify your NPS form under Settings > Forms > Survey > NPS Survey.
Here are some of the benefits of collecting patient feedback:
It can help you identify areas where you can improve the quality of care you provide.
It can help you build stronger relationships with your patients.
It can help you attract new patients.
It can help you improve your clinic's reputation.
By collecting patient feedback, you can improve the quality of care you provide and build stronger relationships with your patients.
As standard, it comes with these questions -
If you would like to add additional questions to your patient feedback survey, you can modify the form template. I recommend using either the slider or text box options for your questions.
Slider options allow patients to provide feedback on a scale of 1 to 10. This is a good option for questions that ask patients to rate their satisfaction with a particular aspect of their care.
Text box options allow patients to provide more detailed feedback. This is a good option for questions that ask patients to share their thoughts and experiences.
Simply click and drag the tool on to the document and then add some text above it for the question -
NOTE: There is a report that records these results and provides you with an NPS score. If you modify the original NPS survey by adding additional slider questions, you will need to contact us at reports@insidetm2.com to request a bespoke report so you can report on these extra questions.
Once you're happy you can send these surveys out through the patient's record by clicking on the New Form option and selecting the NPS form and then send to client
Once a form is sent and submitted by a patient you will need to approve this under the Patients Record > Forms Tile > Accept.
NPS Report
You can then run a report to collate all of your NPS feedback and produce a document of the results. You can find this under Reports > Clinical > NPS Results. Again, if you have a custom NPS Survey you will need to contact reports@insidetm2.com to adjust the report so that it records these new questions.
The gradings seen below are as follows:
Detractors: 0 - 6
Passives: 7-8
Promoters: 9-10
The universal forumula to calculate the NPS score:
NPS = % promoters - % detractors.
For example, if 50% of respondents are Promoters, 10% are Detractors, and 40% are passives, your NPS would be 50-10=40.
NPS Survey with Automations
You can also use automations to automatically send these forms to your patients. This can be done after the patient has completed their treatment with you and their case has been discharged. You can set this up under Settings > Setup > Automations. Simply click "Add" at the top right to get started. You can then customize your automations to perform actions based on certain events and conditions. The example below will send the NPS form when a patient's case has been discharged:
Event: Case Discharge
Action: Send NPS Form
Condition: None
By setting up automations, you can save time and ensure that your patients are always prompted to provide feedback. This feedback can help you improve the quality of care that you provide and build stronger relationships with your patients.