World-class net promoter score awarded to JHC
Sep 01, 2020
JHC recorded an NPS of 71 in June 2020, placing it into the world-class bracket
The hospital introduced the internationally-renowned NPS system in May 2018, when parent company Ramsay Health Care (RHC) selected the hospital as a trial site
In November 2019 RHC rolled out the system across all 72 of its Australian hospitals and uses a world leader in patient reporting software, known as Cemplicity, to measure its NPS
JHC Deputy Chief Executive Benjamin Irish said the intelligence provided by the system included not only the score but also patient comments, which were invaluable for improving service provision.
“Patients are contacted by e-mail or SMS once they have returned home from hospital and invited to participate,” he explained. “We receive a monthly report which allows us to drill down into patient comments on any topic and use that information to inform system-changes to drive continuous improvement.”
“Expectations of health care in Australia are often extremely high so to be rated this highly by the local community is really a testament to the quality of care provided by our staff.”
About the Net Promoter Score (NPS) system
• The NPS is a survey that measures customer perception and loyalty by asking the question: How likely is it that you would recommend this organisation to a friend or colleague?
• It is widely considered the gold standard metric for customer experience.
• First introduced in 2003 by the Harvard Business Review, it has since been widely-adopted by more than two thirds of ‘Fortune 1000’ companies and top organisations world-wide.
• Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of three categories to establish an NPS score:
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to use your service again, and may even discourage others from using you.
• Anything over 50 is considered ‘excellent’ and over 70 is considered ‘world-class’