Swell can automatically group NPS reports by provider for easy analysis.
This feature is available for enterprise users of Swell Patient Experience (PX) with a supported EHR/PMS integration.
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Viewing the report
Enterprise users can navigate to Insights > NPS by Provider to see this report. Please note that non-enterprise users, such as brand- and location-level users, cannot see this report.
Standard filtering controls are available for this report, including brand, location, date range, and reporting groups. You can also filter down to a specific subset of providers.
How it works
When you configure an automation to send NPS surveys, Swell automatically links provider data to each survey invitation (when available). This report allows you to see how NPS trends vary across the patient groups of different providers in your organization.
Interpreting results
The following guidance can help you interpret your results:
- Our guide, Review an Interpret NPS Results can help you understand how NPS is calculated and what it means.
- The NPS By Provider report includes all automated NPS results triggered by an appointment with a provider. Manually sent surveys are not included in this report.
- If a patient sees multiple providers within a short time, typically a survey will only be sent for the first appointment. The exact delay can be configured in your Invite Period settings.
- Typically NPS questions ask respondents about recommending the brand, location, or "us" rather than asking about the provider by name. Consequently your results may include responses related to other aspects of the patient experience.