Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief commercial officer of R1 RCM, a provider of technology-enabled healthcare revenue cycle management services.
Net promoter scores indicate how likely patients are to recommend the organization to a friend or colleague.
As hospitals consider this metric, Mr. Long said a comprehensive approach is best.
"This means taking a closer look at how every nonclinical touchpoint is interacting with the patient, for better or worse," he said.
"Start with the revenue cycle when assessing those nonclinical touchpoints, as the financial experience has a disproportionately large impact on overall patient experience and happiness," recommended Mr. Long.
"Use a consumer-focused lens to think through how your nonclinical patient interaction will occur and learn from other industries who have made similar transformations," he advised. "The airline industry, for example, has excelled at adapting – streamlining the check-in process by putting capabilities in the consumer's hands. By tapping into what the individual not only wants, but expects, out of any modern retail experience, providers can do the same for healthcare."
Mr. Long said this approach will provide hospitals gain a more accurate reflection of patient satisfaction through net promoter scores.