Abstract TMP106: Use of Net Promoter Score to Quantify the Participant Experience With a Telehealth Lifestyle Management and Cardiovascular Risk Reduction Coaching Program

Abstract

Introduction: Improving the patient experience of care is 1 of the 3 dimensions of healthcare’s “Triple Aim.” The net promoter score (NPS) measures willingness to recommend a company’s services and is widely used by Fortune 500 companies as an indicator of customer loyalty/satisfaction. The NPS is increasingly being used to assess patients’ healthcare experience. We sought to quantify the experience of participants in the same telehealth lifestyle management and CVD risk reduction coaching program used in multiple NIH/PCORI-funded stroke-related multi-center RCTs (namely, SAMMPRIS, CREST-2, CAPTIVA and TEAMS-BP) by measuring the NPS in real-world (i.e., non-RCT) program participants. Methods: Participants in the coaching program typically have an opportunity to complete a voluntary satisfaction survey after 12 weeks and 1 year of participation and annually thereafter. The survey is conducted online or via telephone. For this analysis the NPS was calculated, from 17,929 consecutive surveys completed by non-RCT program participants, using responses on an 11-point scale (10 = "strongly agree"; 0 = "strongly disagree") to this item: “I would recommend the program to others.” Scores can range from -100 (worst) to +100 (best). In industry, a positive NPS is well regarded, and scores ≥50 are thought to highlight an excellent experience. Results: Three categories of responders were identified and classified as ‘promoters’ (rating = 9 or 10; i.e., those who would likely recommend the program = 78% of responses), ‘passives’ (rating = 7 or 8; i.e., those who are satisfied but would probably not actively promote the program = 16% of responses) and ‘detractors’ (rating = ≤6; i.e., those who might actively discourage participation = 6% of responses). The NPS (calculated from the % of promoters minus the % of detractors) was +72, a score comparable to that achieved by the most popular/successful commercial organizations in other industries. Conclusion: This is the first study to utilize the NPS to evaluate the participant experience with a telehealth coaching program that has been/is currently being successfully deployed in multiple stroke-related multi-center RCTs. The data show that real-world program participants have an NPS indicative of very high satisfaction.