Transforming Experiences
(HLS) Improving Patient Experience and Loyalty with Net Promoter Score (NPS)
Episode Summary
Kevin Gwin is the Chief Patient Experience Officer at University of Missouri Health Care and he is a Net Promoter Score (NPS) evangelist. Kevin is doing something very unique in the healthcare industry. He’s taking a standard metric that’s used in countless spaces within the private business sector and moved it into healthcare. The result? More clinician and patient engagement. In this episode, Kevin makes the case on why you need to be thinking, innovating, and doing something differently to improve the patient experience.
Episode Notes
What You’ll Learn:
- The importance of Net Promoter Score.
- How to accurately measure customer loyalty.
- The benefits of NPS and how it makes you stand out.
- How to truly embody exceptional service throughout your facility.
Key Takeaways:
- What is NPS and how does it work? [2:26]
- How to use your promoters to grow your organization. [4:35]
- Since healthcare is personal and emotional, his loyalty metric is so perfectly aligned to us. [8:35]
- NPS is how you get better. Kevin is more convinced than ever that this is the right approach to get good patient feedback. [10:42]
- We are engaged in a relationship with our patients. NPS helps gauge how strong that relationship is. [13:31]
- Why Kevin joined University of Missouri Health Care. [16:42]
- Ask your patients “why” you gave us that score. [19:27]
- Kevin explains how they address and follow up with patients who aired their grievances and complaints. [24:01]
- Kevin shares an example of how they turned a super negative into a super positive situation. [26:48]
- It’s Kevin’s job to create a work environment for everyone on his team to do their best work. [29:43]
- The work is worthwhile and fulfilling. [30:51]
Continue on Your Journey: