Net Promoter Score
Ramsay Health Care is committed to providing excellent care and encourages patients to be proactive partners in this endeavour.
For this reason we conduct Net Promoter Score surveys among our patients to understand how well we are meeting expectations, and to identify any areas needing improvement. These surveys are independently conducted by a third party through our private medical surgical facilities in Australia and the results are published quarterly.
The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.
Please note: the presence of an asterisk (*) beside the Net Promoter Score indicates less than 25 surveys were returned during the reporting period, which reduces statistical relevance.
What does the survey ask?
Patients are asked:
Based on your recent experience, how likely are you to recommend us to your friends and family?
Depending on the rating (from 0 to 10), patients are asked to provide more information to explain their experience.
Calculating the Net Promoter Score
Respondents are grouped into three categories:
- Promoters: a score of 9 to 10
- Passive: a score of 7 or 8
- Detractors: a score of 0 to 6
The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The final
score can range from -100 (if every patient is a Detractor) to 100 (if every patient is a Promoter)
Initiatives to improve your care
An initiative that allows patients, their relatives, or carers, to call for rapid assistance when they believe something is ‘not right’ with the clinical condition of the patient.
An evidence-based framework which escalates awareness of patient safety and encourages staff to challenge potentially risky behaviour.