Patient Experience
What are the five things we want every patient to feel when they leave our PSC?
Valued, Respected, Heard, Cared For, and Confident.
How often should supervisors review NPS results?
Weekly and monthly
What is our NPS goal?
70
You see a patient standing in the lobby looking confused
Approach, acknowledge, assist, and provide direction
A patient enters the PSC and no one acknowledges them.
What impact could this have?
The patient may feel ignored or unimportant
Name two behaviors that can negatively impact a patient's perception of their visit
Name three responsibilities supervisors have regarding NPS
NPS is the outcome of what?
The patient experience we create
A patient becomes frustrated because of a wait
Acknowledge their concern and communicate clearly
A patient waits 10 minutes but receives regular updates.
How might they perceive the experience?
More positively because they feel informed and respected
A patient has waited 15 minutes and has not complained. What should the PST do?
Acknowledge the patient, thank them for their patience, provide an update, and let them know they have not been forgotten.
What question should supervisors ask when a site's NPS continues to decline?
"What are we doing differently to improve the experience?"
What patient comments commonly drive lower NPS scores?
You hear a PST speaking abruptly with a patient
Observe, address the behavior, and provide coaching
A patient comment says:
"I waited too long."
What questions should you ask?
True or False: Patients are usually more upset by the actual wait time than by the lack of communication.
False.
Often patients become frustrated when they feel ignored or uninformed.
Your site's NPS falls below 50
What are your first three actions?
True or False:
A patient's perception matters just as much as actual wait time.
True
A patient comment states:
"The lab was dirty."
Your site consistently misses NPS goals despite having acceptable wait times.
What might be happening?
Finish this statement:
"We may not remember every patient, but..."
"...every patient will remember how we made them feel."
Why is sharing positive patient feedback just as important as reviewing negative feedback?
Positive feedback identifies behaviors that should be repeated and recognized
What is the ultimate goal of NPS?
To create a consistently positive patient experience that builds loyalty and trust
You notice recurring complaints regarding professionalism
Observation, coaching, documentation, accountability, and follow-up
A patient leaves a comment stating:
"The staff was rude."
Before coaching the employee, what questions should you ask?