Is any particular aspect of perceived quality associated with patients tending to promote a dental practice to their friends and colleagues?

Busby, Mike; Matthews, Roger; Burke, F J Trevor; Mullins, A.; Shumacher, K.

doi:10.1038/sj.bdj.2015.229

Cited by 10 publications

(14 citation statements)

References 3 publications

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“…NPS is now starting to make its way into healthcare settings to help with quality improvement. 3,[6][7][8]10,11 One of the beliefs as to why NPS has not transitioned to the social sector sooner was due to non-applicability and acceptability in the non-commercial settings. 13 This belief was tested in a study performed in healthcare clinics in several lowliteracy countries (El Salvador, India, Kenya, and Nigeria), they found NPS to be a useful tool to determine patient satisfaction as well as insight into patient satisfaction.…”

Section: Discussionmentioning

confidence: 99%

“…3 Similarly, healthcare and other social sectors have also begun to incorporate the NPS tool into their clinics and hospitals to assess patient satisfaction with the provided services, patient loyalty, and growth. [6][7][8][9][10][11] In the United States, Medicare started requiring hospitals and clinics to have patient satisfaction surveys collected as part of their quality measures for billing purposes. This has lead more clinics and hospitals to incorporate several tools to survey their patients and have this as part of their practice to receive full payment benefits.…”

Section: Introductionmentioning

confidence: 99%

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<p>The Use of the Net Promoter Score (NPS) in an Outpatient Allergy and Pulmonary Clinic: An Innovative Look into Using Tablet-Based Tool vs Traditional Survey Method</p>

Alismail¹,

Schaeffer²,

Oh³

et al. 2020

PROM

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Introduction: Patient satisfaction has become an essential metric in addition to the type of care they receive. Phone calls, emails, and text to patients after their healthcare visit are the typical way of obtaining the data reflecting patient satisfaction. The purpose of this retrospective quality improvement study is to compare the traditional post-outpatient clinic survey method with an onsite concise two-question survey using a tablet method immediately after the patient visit using Net Promoter Score (NPS) questions. Methods: Data were collected retrospectively from February to August 2018 from an outpatient subspecialty clinic in southern California using an existing database from two different sources: the traditional method (TM) and the tablet-based tool (TBT), using NPS. The TM data were obtained from a third-party company using two questions via phone, email, and text collected 2-4 weeks after the patient's visit. The TBT has only two questions that were given to patients upon their visit check-out. These two questions assessed both provider and clinic's performance using the NPS method. Results: In total, there were 1708 patients seen from February to August 2018. In the TM, the total outgoing messages during this period were 580 (34.0%) with 156 responses (27%). In the TBT, 648 out of 1708 (37.9%) surveys were collected with a 100% response rate. The NPS score showed that 99.2% of the providers were promoters. The NPS score for the clinic was 96% which reflects a promoter score. Conclusion: Our results indicate that when using the TBT immediately after their visit to the clinic, a higher response rate was noted. In addition, both methods had similar outcomes in terms of patient satisfaction NPS scores. Future prospective studies with a larger sample size are warranted to evaluate the effectiveness of the TBT tool in assessing patient satisfaction.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

<p>The Use of the Net Promoter Score (NPS) in an Outpatient Allergy and Pulmonary Clinic: An Innovative Look into Using Tablet-Based Tool vs Traditional Survey Method</p>

Alismail¹,

Schaeffer²,

Oh³

et al. 2020

PROM

View full text Add to dashboard Cite

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“…A copy of the survey instrument is reproduced in Figure 1. Furthermore, Busby et al 6 have also described the relationship of the results for the ten core questions in the survey with the Reiccheld 7 NPS which is also included in the instrument. Busby et al (2012) 4 describe how the PPI in DEPS summarises the overall result for a practice on the ten core questions with a percentage score.…”

Section: The 'Internal Consistency' Methodsmentioning

confidence: 99%

“…The results from the Busby et al 6 paper on the relationship of the NPS and the PPI were re-scrutinised as a form of internal consistency test for reliability. Reference to Figure 1 will show that DEPS comprises of ten core questions which are about different issues held to be of greatest importance to patients.…”

Section: Reliability: Internal Consistencymentioning

confidence: 99%

Long-term validity and reliability of a patient survey instrument designed for general dental practice

Busby

Matthews²,

Burke

et al. 2015

Br Dent J

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Both through its development and use over the last four years The DEPS has demonstrated good validity and reliability. The authors conclude that this level of validity and reliability is adequate for the clinical/general care audit purpose of DEPS and that it is therefore likely to reliably inform practices where further development are indicated. It is important and quite straightforward to both validate and check the reliability of patient surveys used in general dental practice so that dental teams can be confident in the instrument they are using.

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“…The most widely used PREM for NHS dental patients in the UK is the Friends and Family Test (FFT); this uses a 5-point Likert scale to assess patient sentiment. Each dental practice is expected to submit at least five FFT outcomes to the NHS to contribute to a database which is reported nationally [ 7 ]. Despite a contractual obligation for practices to collect patient reported experience using the FFT, adherence to this is poor.…”

Section: Introductionmentioning

confidence: 99%

Assessing the reliability of automatic sentiment analysis tools on rating the sentiment of reviews of NHS dental practices in England

et al. 2021

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Background Online reviews may act as a rich source of data to assess the quality of dental practices. Assessing the content and sentiment of reviews on a large scale is time consuming and expensive. Automation of the process of assigning sentiment to big data samples of reviews may allow for reviews to be used as Patient Reported Experience Measures for primary care dentistry. Aim To assess the reliability of three different online sentiment analysis tools (Amazon Comprehend DetectSentiment API (ACDAPI), Google and Monkeylearn) at assessing the sentiment of reviews of dental practices working on National Health Service contracts in the United Kingdom. Methods A Python 3 script was used to mine 15800 reviews from 4803 unique dental practices on the NHS.uk websites between April 2018 –March 2019. A random sample of 270 reviews were rated by the three sentiment analysis tools. These reviews were rated by 3 blinded independent human reviewers and a pooled sentiment score was assigned. Kappa statistics and polychoric evalutaiton were used to assess the level of agreement. Disagreements between the automated and human reviewers were qualitatively assessed. Results There was good agreement between the sentiment assigned to reviews by the human reviews and ACDAPI (k = 0.660). The Google (k = 0.706) and Monkeylearn (k = 0.728) showed slightly better agreement at the expense of usability on a massive dataset. There were 33 disagreements in rating between ACDAPI and human reviewers, of which n = 16 were due to syntax errors, n = 10 were due to misappropriation of the strength of conflicting emotions and n = 7 were due to a lack of overtly emotive language in the text. Conclusions There is good agreement between the sentiment of an online review assigned by a group of humans and by cloud-based sentiment analysis. This may allow the use of automated sentiment analysis for quality assessment of dental service provision in the NHS.

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Is any particular aspect of perceived quality associated with patients tending to promote a dental practice to their friends and colleagues?

Abstract: The probability of patients recommending a dental practice seems to rise in direct proportion to favourable perceptions of quality. A perception of 'ideal' value for money is the most highly correlated aspect with a high NPS.

Cited by 10 publications

References 3 publications

<p>The Use of the Net Promoter Score (NPS) in an Outpatient Allergy and Pulmonary Clinic: An Innovative Look into Using Tablet-Based Tool vs Traditional Survey Method</p>

<p>The Use of the Net Promoter Score (NPS) in an Outpatient Allergy and Pulmonary Clinic: An Innovative Look into Using Tablet-Based Tool vs Traditional Survey Method</p>

Long-term validity and reliability of a patient survey instrument designed for general dental practice

Assessing the reliability of automatic sentiment analysis tools on rating the sentiment of reviews of NHS dental practices in England

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