Reputation Management: What Does It Really Mean?
Feb 14, 2020
Many of you have heard me talk about our Google review star rating or something called a Net Promoter Score (NPS). Why are these things important to CleanSlate? We use a Reputation platform that collects all our reviews from Google and Facebook and provides us a tool in which to send Patient Satisfaction surveys. This allow us to better understand how our patients and the communities we serve feel about us. In addiction care in particular, reputation is critically important as 45 percent of our patients find us via a friend, family member or current patient! These reviews also allow us to identify any issues or problems, be they individual or collective, so we may act upon them in a timely manner.
However, the majority of our reviews are really amazing and inspirational — a true testament the important work we all do each day.
Another helpful function of reputation management is to identify language and words that patients use to describe CleanSlate. Common themes such as “no judgement” haven risen to the surface repeatedly, which is not only something to be proud of, but something to utilize in our patient outreach materials.
NPS is another way we measure patient satisfaction. This is a pretty simple tool that gives a score by which we can measure ourselves against others in our industry.
We ask our patients a simple question: Based on your experience; how likely are you to recommend CleanSlate to a friend, family member, or colleague? They then rank us on a scale from 1-10. The final number or rating is deduced by subtracting the Passives (rank 7-8) and Detractors (rank 1-6) from the Promotors (rank 9-10). See image
Our current score is 70.2, which compared to the healthcare industry average of 62 is extremely good. NPS is commonly used in today’s business world as an important measure of quality and value.
While we should always strive for more, the most important take-away here is that our patients are being served well and with respect. Kudos to our center teams for living “Patients First” every day!