GROUP 5, SECTION B

INDUSTRY

CUSTOMER BASE

FOUNDED

SERVICES

REPUTATION

FLAGSHIP PROGRAM

LOCATION
“Patient experience is key to success; it is not
about just achieving clinical excellence but
also about achieving excellence in patient-
centered care that would focus on
responsiveness to individual patient
preferences and needs, building relationships
with patients, their families and caretakers as
partners in health care delivery”
KEY TO
SUCCESS

MEANS

FOCUSSING ON


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CONS PROS

CSAT

CONS PROS
NPS

CONS PROS
CES
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
DISADVANTAGES
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
ADVANTAGES



BENEFITS


 •
•

•
NPS
 


364
400

350

300
203

250

200

117
150

78
72
67
100

48
44
42
41
38

38
28
28
24
22

22

22
17
17

17
16

12
11

50
10
9

9
7
7
5
3

3
3

2
1
0

Promotors Passives Detractors Patients Surveyed

March April May June July August September October Mar-Oct
 NPS

70%
59%
60%
56%
45% 48%
50% 44%
39%
40% 35% 35% 33%
30%

20%

10%

0%

March May July September Mar-Oct

NPS Linear (NPS)

NPS
 120%
100% 100%
80%
75% 67%
60%
50%
 40% 44% 45%
33% 33%
20%
0%

General HD

Special

Ultra DLX
Daycare

General

SemiSpecial HD

Ultra SPL
SemiSpecial


NPS
350 120% 60%
54% 52% 54%

290
300
100%
44%
100% 50%
250 42%
181 80%
200 62% 40%
60% 50%
108

150
30%
100

62
40%
41
1.00

50 20%
15

20%
6

6
4
1

1
9%
2

0
0

0
1

1
1

1
0 0% 0% 10%
0%

-20% 0%

-6%
-40% -10%
Promotor Passive Detractor Total -42%
-60% -50%

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What are the significant factors influencing
the detractors?
 What are the significant factors which
contribute to improving the NPS?


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
 WHO

WHEN HOW
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