Our Net Promotor Score (NPS) for oncology patients

Our patient satisfaction rating of +90 NPS places GenesisCare in the top 5% of outpatient oncology facilities globally.* While our patient satisfaction rating of +90 NPS places us in the top 8 highest scoring outpatient oncology providers within Australia.*

Our Patient Satisfaction Survey

GenesisCare recognises one of the best ways of enhancing quality of care is to listen to people who have experienced cancer and its treatments to better understand how we can improve our service. Each month, a patient satisfaction survey is conducted at all centres which includes the question that measures our Net Promoter Score (NPS).

NPS methodology

Net Promoter Score or NPS® is an internationally recognised methodology based on extensive research. NPS measures what percentage of patients would recommend or promote our service to their family or friends.

Our NPS score is measured by the very first question of our patient satisfaction survey – “On a scale of 0 to 10, how likely are you to recommend us to a friend or relative requiring treatment?” This question uses an 11-point scale from 0 (not at all likely) to 10 (extremely likely). NPS is based on respondents being divided into three categories: Promoters (9 &10), Passives (7 & 8), and Detractors (6 to 0). To calculate our NPS, we take the percentage of patients who are “Promoters” and subtract the percentage who are “Detractors”, ignoring those who are “Passives”.

The Press Ganey outpatient oncology NPS is based on the ‘likelihood of you recommending our services to others’ item, which uses a 5-point Likert scale from 1 (very poor) to 5 (very good). This scale was used across oncology services in survey projects conducted in both Australia and internationally.

The NPS is calculated using the same method. On the 5-point Likert scale the three categories are applied as follows: Promoters (5), Passives (4), and Detractors (3 and below).

Additional considerations

*Based on the Press Ganey international outpatient oncology database, benchmarking period of 2016–2019.

This analysis was conducted using GenesisCare’s 2019 Net Promoter Score (NPS), compared to Press Ganey international and Australian outpatient oncology databases, benchmarking period of 2016–2019. In calculating our Australian ranking, participating oncology facilities with too few responses were excluded (n=< 30 responses).

Data was collected via a self-administered Patient Satisfaction survey, submitted on an iPad by the patient prior to leaving the centre.