From the Guidelines
The Net Promoter Score (NPS) has been utilized in healthcare since the early 2000s, with significant adoption between 2010-2015, as the industry shifted towards value-based care and patient-centered approaches. The history of NPS in healthcare is closely tied to its development by Fred Reichheld and Bain & Company in 2003, initially for customer loyalty measurement in business sectors. As healthcare organizations recognized the need to measure patient satisfaction and loyalty, NPS was adapted for use in this field.
Key Components of NPS
- NPS works by asking patients a single question: "How likely are you to recommend our facility/service to friends or family?" on a scale of 0-10.
- Responses categorize patients as Promoters (9-10), Passives (7-8), or Detractors (0-6), with the final NPS calculated by subtracting the percentage of Detractors from Promoters.
- Healthcare organizations value NPS for its simplicity, benchmarking capabilities, and correlation with patient outcomes and financial performance, as noted in studies such as 1.
Evolution and Criticism
Despite criticism regarding its oversimplification of complex healthcare experiences, NPS remains widely used alongside more comprehensive patient satisfaction measures like HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys. The use of NPS in healthcare has been influenced by various factors, including the need for patient-centered care and the importance of measuring patient satisfaction, as discussed in 1.
Conclusion is not allowed, so the answer just ends here.
From the Research
History of NPS in Healthcare
- The history of Nurse Practitioners (NPs) in healthcare dates back to the 1960s, when the role was created by Dr. Loretta Ford and Dr. Henry Silver in Colorado to increase patients' access to pediatric care 2.
- The NP role has evolved over time, with NPs now providing high-quality primary care and playing a crucial role in addressing access to care issues 2, 3.
- Studies have shown that NPs are capable of caring for patients with complex health needs, with 28.9% of Medicare beneficiaries receiving care from an NP in 2017, and 8.0% utilizing NPs as their predominant provider 3.
- The pursuit of NP practice legislation has been an ongoing effort, with stakeholders working to revise nursing practice acts to include provisions that promote full practice authority for NPs 4.
- The use of atypical antipsychotics, such as risperidone, has been studied in the treatment of behavioral and psychological symptoms of dementia, with evidence suggesting its effectiveness in managing these symptoms 5, 6.
- However, the history of NPS (New Psychoactive Substances) in healthcare is not directly addressed in the provided studies, and therefore, there is limited information available on this topic.