In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation and benefits of the Net Promoter Score (NPS) in clinic management. He explains how NPS can enhance therapist performance and clinical standards by categorizing patient feedback into promoters, pacifiers, and detractors. The episode emphasizes the importance of tracking NPS over time and using the insights gained to improve patient experiences and operational efficiency.

Takeaways
The Net Promoter Score (NPS) is crucial for clinic performance.
Tracking NPS helps identify promoters, pacifiers, and detractors.
A high NPS indicates strong patient loyalty and satisfaction.
Implementing NPS can be intimidating but is ultimately beneficial.
Feedback from detractors provides valuable learning opportunities.
NPS should be tracked after the first session and at discharge.
Understanding patient feedback helps improve clinical standards.
Continuous improvement is key to maintaining high NPS scores.
Automation can streamline the collection of NPS data.
Clinic owners must be proactive in addressing feedback and solving problems.

Sound Bites
"Our three month MPS is 91."
"We track MPS after the first session."
"Go research the Net Promoter Score."

Chapters
00:00 Introduction to Net Promoter Score (NPS) in Clinics
03:05 Understanding NPS: Promoters, Pacifiers, and Detractors
05:50 Implementing NPS: Tracking and Learning from Feedback
09:03 The Importance of Continuous Improvement through NPS
10:54 Podcast Outro (audio fixed).mp4

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Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠
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How To Use Net Promoter Score To Improve Your Therapists Performance And Your Clinic Standards

The Go-To Physio Podcast helps therapists differentiate themselves from other therapists by making sense of the most complex patients symptoms, effectively explain the problem & solution for complete buy in & design a bespoke step by step treatment plan for complete patient adherence while empowering your patients to build resilience that ethically increases your revenue, retention, referrals & reputation as the Go-To Therapist in your town!

Dave O'Sullivan is the Current England rugby league Head Physio, Best selling author, Private Practice owner & Founder of The Go-To Therapist Mentorship.

How To Use Net Promoter Score To Improve Your Therapists Performance And Your Clinic Standards

Dave O'Sullivan - The Go To Physio