Measuring Patient Smiles

Rahmat September 05, 2017

A simple and very effective tool that can help in measuring patient smiles is Net Promoter Score (NPS), a system that has been widely used in a variety of industries across the world. Many hospitals in India are adopting this measurement for internal benchmarking and continuous improvement of services.

There are basically 3 aspects to this:

1. Segregate your patient into promoters, passives and detractors.
2. Close the feedback loop.
3. Ensure continued management focus on the initiative, so your hospital becomes patient centric.

At Forum, we have been helping hospitals implement NPS for the last 6 years in India.