Net Promoter Score in Health Care


This week I’m very happy to share with you the contribution of the first of our guest bloggers, Andrew S. Gallan, PhD. Assistant Professor, Department of Marketing, Driehuas  College of Business, DePaul University, Chicago and faculty research fellow at the Center for Services Leadership at Arizona State , who discusses the use of the Net Promoter Score (NPS) in healthcare.

Net Promoter Score (NPS) is a valuable metric, and it has no doubt been adopted by many companies and industries.  NPS is a simple, easy to use, and easily calculated metric that is intuitively associated with business health (Reichheld, Fredrick F. (2003), “The One Number You Need to Grow,” Harvard Business Review, 81 (December), 46-54). Health care organizations are beginning to see its value, and are debating how it is best used (for a discussion, see

NPS is calculated by asking your customers one question: “How likely is…

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Optimizing the Patient and Family Experience by Mapping the Gaps in Efficiency Plus Empathy

Experience Innovation Network

2014 Duffy Headshot_FINAL 2 (3) M. Bridget Duffy, M.D. Chief Medical Officer Vocera Communications

In an era that challenges organizations to do more with fewer resources, patient experience is often an add-on for health systems. However, we can no longer solely focus on stripping out seven types of waste to reduce cost as a growing body of evidence points to the human experience as a key driver for better performance. It will be a strategic focus on efficiency plus empathy that will drive improvements in financial performance, market differentiation, patient engagement and loyalty, and clinical outcomes.

Healthcare is transformed when emotional needs of patients and families are identified and addressed, as confirmed by industry thought leaders who gathered at the recent CXO Roundtable to elevate the meaning of patient engagement. When we map the gaps in the human experience of care, patients and loved ones use consistent themes to describe why they had an exceptional…

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Gratitude Is the New Willpower

Reprise: Can You Really Be Happy Serving Others? Absolutely—Here’s Why

Blanchard LeaderChat

Note With Happy Face In our new book, Legendary Service: The Key is to Care , Ken Blanchard, Vicki Halsey and I use a parable format to teach some very important—and often surprising—elements of creating a customer focused culture within a company.  Even though we use a fictional story to get the point across, all of the examples and lessons come from real life experiences the three of us have had while creating customer-centric cultures in the organizations we have worked with.

For example, one of the main characters in our story, Professor Hartley, a college professor who teaches business at the local university gives his students an assignment to help them recognize the importance of building stronger relationships when serving customers. Hartley also wants them to be less focused on themselves and more focused on the people they are interacting with.  He gives them some general instructions to be friendly, learn and use customer’s…

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Visualizing Zero: How to Show Something with Nothing

Physicians’ empathy can lead to physical improvements in patients

The Wellesley News


Staff Columnist 

If you have ever developed a close relationship with your doctor, you know the effect a positive, supportive connection can have on the entire treatment process. Physicians do more than treat physical pains or illnesses; they give emotional care as well. As the director and founder of Massachusetts General Hospital’s Empathy and Relational Science Program, Dr. Helen Riess studies how physicians’ empathy can impact their patients’ health and well-being.

Her most recent findings show that improving the quality of clinicians’ relationships with their patients can produce small but significant improvements in their patients’ physical health. “I hope doctors realize that taking the extra time to make themselves available or remember things about their patients will not only strengthen the relationship they have with their patients but will also result in patients’ overall health improvements,” Riess said.

Past research has examined how manipulating specific facets…

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The power of learning ‘systems thinking’

Virginia Mason Medical Center Blog

“We strive to give residents insight into their critical role in system improvement.”
-Brian Owens, MD

The voices of two young physicians speak eloquently about the value of systems thinking in health care.

Residents Camille Johnson, MD, internal medicine, and Carlo Milani, MD, preliminary medicine, find significant value in learning about systems thinking as part of their training. “At Virginia Mason, systems thinking starts with a very different culture,” says Dr. Johnson. “There is a pervasive egalitarian culture that has to be there for process improvement to work. To me, that is one of the bedrocks of process improvement − everyone has to feel safe voicing their perspective.”

Dr. Johnson has dug into learning about systems processing by taking a Virginia Mason Production System for Leaders course, a rigorous initiative required for all leaders within the organization. “The course focuses on lean processes, applying lean tools to a process you…

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