How To Use Net Promoter Score To Improve Your Therapists Performance And Your Clinic Standards

The Go-To Physio

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation and benefits of the Net Promoter Score (NPS) in clinic management. He explains how NPS can enhance therapist performance and clinical standards by categorizing patient feedback into promoters, pacifiers, and detractors. The episode emphasizes the importance of tracking NPS over time and using the insights gained to improve patient experiences and operational efficiency.

Takeaways

The Net Promoter Score (NPS) is crucial for clinic performance.

Tracking NPS helps identify promoters, pacifiers, and detractors.

A high NPS indicates strong patient loyalty and satisfaction.

Implementing NPS can be intimidating but is ultimately beneficial.

Feedback from detractors provides valuable learning opportunities.

NPS should be tracked after the first session and at discharge.

Understanding patient feedback helps improve clinical standards.

Continuous improvement is key to maintaining high NPS scores.

Automation can streamline the collection of NPS data.

Clinic owners must be proactive in addressing feedback and solving problems.

Sound Bites

"Our three month MPS is 91."

"We track MPS after the first session."

"Go research the Net Promoter Score."

Chapters

00:00 Introduction to Net Promoter Score (NPS) in Clinics

03:05 Understanding NPS: Promoters, Pacifiers, and Detractors

05:50 Implementing NPS: Tracking and Learning from Feedback

09:03 The Importance of Continuous Improvement through NPS

10:54 Podcast Outro (audio fixed).mp4

Additional Resources:

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

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