JULY 2024LIFE SCIENCES REVIEW 19The NPS is a single metric used to gauge customer loyalty based on the `likelihood to recommend' question. This is the essence of patient experienceall contribute equally to the NPS. The significance is based on a correlation coefficient. For the outpatient laboratory, these questions, their correlation coefficients, and matrix are represented by this example:Using the data from this example, effort should be made on improving patient wait times and throughput as the most effective use of resources to improve overall score. Standard process improvement methods and training can be used to improve low scores and reinforce high scores on highly correlated elements.This is just a small example of the data available through our patient experience provider. We also use a patient tracking tool to measure wait times and throughput. Data available through this tool includes:· Peak times· Patient counts· Activity counts· Time between activities· Average time in area· Patient volumes by hour, day of the week· TrendsThis data is useful in managing the patient experience through the encounter and is very specific. All this data can be benchmarked, help establish goals, and be used to evaluate processes and personnel.To improve the patient experience in outpatient areas, we should focus on the following:1. Communication - Clear communication with patients is essential to ensure that they understand what is happening and what to expect. This includes explaining the procedure, providing instructions for preparation, and answering any questions the patient may have.2. Comfort - Patients should be made as comfortable as possible during their visit. This includes providing comfortable seating, ensuring that the temperature is appropriate, and minimizing wait times.3. Efficiency - Patients should be seen in a timely manner and not kept waiting unnecessarily. This includes streamlining processes and minimizing wait times.4. Cleanliness - The area should be clean and well-maintained to ensure that patients feel safe and comfortable.5. Staff training - Staff should be trained to provide excellent customer service and to handle difficult situations with empathy and professionalism.So where does common sense fit into the equation? Common sense is practical judgement based on perception and experience. It is the use of knowledge and judgement rather than data. Common sense certainly has a role, especially in an experienced employee or manager. However, common sense can't be assumed. That is where data is essential. The use of data allows for objective measurement and leads to quantifiable action. Effects of training and process enhancement can be measured and monitored. Common sense can go a long way, but data can go further. Queson Correlaon Coefficient Blood drawn as soon as wanted 0.38 Cleanliness of area 0.22 Confidence/trust in staff 0.45 Registraon staff helpful 0.30 Staff eased discomfort 0.40 Staff listened 0.41 Staff members explained 0.41 Waing room was comfortable 0.29
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