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98 and 2 – part 2

Colin Campbell
by Colin Campbell on 21/06/22 18:00

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If you haven't read part 1 you can read it here! 

This process has been developed by the team in the practice so that as the patient leaves, they can tap an IPad to give us a score.  

This is based around net promoter score.

NPS is the truth teller if people would recommend their family and friends. If your score is high but if only a few people would not recommend, they are known as detractors and it cripples your score overall.

We have a live NPS scoring system running that we can look at every day and I get the numbers on a month-by-month basis to check what the direction of travel is.

As an aside here, we also NPS our team on a daily basis and our Academy delegates when they come.

Further to this though because NPS is live which is good and bad, we survey our patients twice a year in a larger number so that we can do a deep dive into what the NPS score means.

The most recent results of that survey have just been passed out and I wanted to share part of that here.

We asked 246 patients whether they would recommend their family and friends to the practice and this is presented as a percentage.

Out of that study group, 98% of people said they would with 2 % of people saying they wouldn’t.

While my instant urge is to be concerned as to what happened to the 2%, this is perhaps one of the most extraordinary findings we’ve ever had at the practice and probably one that will be very difficult to replicate in the next study.

It’s one of the things I’ve been most proud of at our work in recent times because we’re not an inexpensive practice, but we are clearly providing value.

Value is the situation where people feel that they get more than what they paid for regardless of what the cost is.

I think the ability to develop a business like that means that you have to be excellent at every single aspect of the business.

Of course, the clinical service that we provide has to be brilliant but from the first point of contact at the practice, to the end of the process, to how clean the waiting room is, to the smell of the toilets, to the smile on the faces of the reception team or the nurses or the clinicians, to what we look like on social, to the work that we do for people who are less fortunate than us.

Clearly, we’d like to eradicate the two (unlikely), but we won’t stop trying.

If you want to find out some of the things we’ve tried and failed at and then tried and won in our process of getting towards 98 and 2, the business course starts in September and we’ll tell you there.

 

Blog Post Number - 3118

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Colin Campbell
Written by Colin Campbell
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