Responding to NPS Feedback

Responding to patient feedback is crucial. You should aim to:

• Thank every Promoter to build long-term loyalty.
• Quickly address concerns from Detractors to recover the relationship.
• Use feedback themes to improve our services across all locations.

Promoter Outreach

Promoters are more likely to share their positive experiences with friends or colleagues. Second Door makes it easy for Promoters to share their feedback on platforms like Google or Facebook.

Within 24 hours of being identified as a Promoter, patients receive an email thanking them for their feedback and encouraging them to share their positive experience to help others benefit from therapy at your practice. Each email includes a direct link to the location's Google My Business page, making it simple for patients to leave a review.

Detractor Outreach

When a Detractor score (NPS of 6 or below) is received, it is highly recommended that you reach out promptly to better understand the reasons behind the score. Timely and effective outreach can improve patient satisfaction and help prevent early dropout from care.

When a patient submits a score of 6 or below (a Detractor), follow this response protocol:

• Investigate the Concern:

• • Review any comments provided in the survey.
  • Check recent appointment notes or interactions in the patient record.
  • If needed, speak with involved team members for additional context.
• Acknowledge Promptly:
  • Aim to follow up with the patient within 24-48 business hours of receiving the response.
  • Reach out via phone or email.
    • Phone: When engaging by phone remember to call at an appropriate time. During normal business hours it is recommended. If you are unable to reach the patients, make sure to provide a way for them to reconnect.
    • Email: When following up with a detractor via email, remember to personalize your message. Send it from a personal account, addressing the patient directly and referencing any concerns they mentioned in their response. Make sure the email includes a valid reply-to address. Avoid sending automated emails for detractor follow-up. While you can use a general template as a starting point, it’s important to customize the message so the patient knows their feedback is genuinely valued.

• Respond with Empathy and Solutions:
  • Prepare for the conversation. Remember to actively listen, not become defensive, focus on ensuring your patient feels heard and addressing the concern.
  • Apologize if appropriate.
  • Offer a solution or next step when possible (e.g., a follow-up appointment or a call with a provider).

• Document the Interaction:
  • Record any additional feedback in the Notes section of the NPS response, so other team members are aware that action has been taken.
  • Use the ‘Trends’ feature in Second Door to identify recurring themes or issues for further review.
  • Update the status of the NPS response: once the patient has been engaged, feedback gathered, and notes documented, mark the response as Closed / Reviewed.
    • In Second Door, update the status from the top left corner of the Response Panel or click Mark as Reviewed in the bottom right corner.
    • Closing a response indicates that all necessary follow-up steps have been completed.

• Share Feedback:
  • Bring consistent negative feedback to team or leadership meetings.
  • Use this feedback as an opportunity to improve systems, communication, and the overall patient experience.