/ News
Striving for Excellence: How Nexus Hospitals Achieves a Culture of Care Through Net Promoter Score (NPS)
In today’s healthcare landscape, delivering exceptional patient care goes beyond clinical outcomes—it’s about the overall experience. At Nexus Hospitals, we’re proud to champion this approach, achieving an outstanding Net Promoter Score (NPS) of 84 in 2024. But what does this mean, and why does it matter?
What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS), developed by Bain & Company, measures customer loyalty and satisfaction by asking, “How likely are you to recommend us to a friend or colleague?” Respondents are categorised as Promoters (score 9–10), Passives (score 7–8), or Detractors (score 0–6). The score, ranging from -100 to +100, is calculated by subtracting the percentage of detractors from promoters, offering a simple yet powerful insight into organisational performance. According to Bain & Company, a score above 80 is considered world-class.
Why NPS Matters in Healthcare
As highlighted in a recent Forbes article, NPS is not just a metric—it’s a mindset. In healthcare, the ultimate goal isn’t merely to boost scores; it’s about continuously striving to enhance patients’ experiences. A high NPS reflects trust, satisfaction, and positive outcomes.
This patient-centric focus aligns with the ethos of Nexus Hospitals, where we view feedback as a catalyst for meaningful change.
Nexus’s 2024 NPS Score: A Testament to Care
With an exceptional NPS of 84 in 2024, Nexus Hospitals is setting the benchmark for patient satisfaction in the healthcare sector. This score is more than a number—it’s a reflection of the dedicated efforts of our staff across all facilities.
An NPS of 84 indicates that the vast majority of our patients are promoters, meaning they would enthusiastically recommend our services. This level of satisfaction speaks to the trust we’ve built and the quality of care we always strive to deliver.
At Nexus, our NPS score serves as a valuable tool for continuous improvement. By embracing feedback from both promoters and detractors, we foster a culture of care built on listening to patients, empowering staff through training and resources, and adapting processes to enhance services. Most importantly, we prioritise improving the patient experience itself, ensuring our efforts remain meaningful and authentic.
By keeping patients at the heart of everything we do, we ensure that Nexus Hospitals continues to lead with excellence, compassion, and innovation, and for this, we say thanks to our amazing team.