Affiliation:
1. Australian Institute of Health Innovation (AIHI) Macquarie University Sydney Australia
2. St Vincent's Health Network Sydney Australia
3. School of Health Sciences University of New South Wales (UNSW) Sydney Australia
Abstract
AbstractBackgroundThe utilization of patient experience surveying by health care institutions has become increasingly prevalent, yet its effectiveness in promoting quality improvement remains uncertain. To enhance the utility of patient feedback, the examination of free‐text comments may provide valuable insights to guide patient experience strategy.AimsThis study aims to explore the utility of free‐text comments and identify key differences for patient experience drivers between Net Promoter Score (NPS) subcategories of Detractors, Passives, and Promoters.MethodsEvaluation and classification of comments was conducted using the eight Picker Principles of Person Centred Care, with descriptive analysis of patient comments performed on the NPS data.ResultsAnalysis of patient NPS comments can be classified into three key drivers: “feeling well‐treated” (for Detractors), “feeling comfortable” (for Passives), and “feeling valued” (for Promoters). Specifically, Detractor comments provided the most comprehensive and detailed feedback to guide patient experience improvement activities.ConclusionThis study highlights differences between NPS subcategories, particularly regarding aspects of safety, comfort, and feeling valued. Comments from Detractor respondents may be especially useful for guiding quality improvements due to increased specificity and insights. These results also emphasize the essential nature of empathy and compassionate interactions between patients and clinicians to achieve the highest level of patient satisfaction and experience.