Net Promotor Score (NPS) for oncology patients

Our Net Promotor Score (NPS) for oncology patients

Our patient satisfaction rating of +90 NPS places us in the top 5% of outpatient oncology facilities globally.*
*Based on the Press Ganey international outpatient oncology database, benchmarking period of 2016–2019

Our patient satisfaction rating of +90 NPS places us in the top 8 highest scoring outpatient oncology providers in Australia.*
*Based on the Press Ganey outpatient oncology database, benchmarking period of 2016–2019

Our Patient Satisfaction Survey

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

NPS background and 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 needing cancer treatment.

Our NPS score is measured on 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?” The question uses an 11-point scale from 0 (not at all likely) to 10 (extremely likely). The NPS is based on the notion that our patients can be divided into three categories: Promoters (9 &10), Passives (7 & 8), and Detractors (6 and below). To calculate the 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

This analysis was conducted using GenesisCare’s 2019 Net Promoter Score (NPS) of +90 measuring ‘likelihood to recommend’, 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.