Net Promoter System Methodology to Improve Consumer Focused Care
UnitedHealth Group uses the Net Promoter System (NPS) enterprise wide to improve the health care consumer experience. The effort begins with educating and inspiring the health care teams to action. The UnitedHealth Group Center for Clinician Advancement (CFCA) promotes and reinforces enterprise NPS learning modules, reinforces application through collaboration among clinical teams, supports improvement efforts based on the learning within and across business segments then creates communications to share and discuss best practices. In this way the CFCA enables clinicians to help people live healthier lives and help make the health system work better for everyone.
Clinicians at UnitedHealth Group are employed in a variety of roles that directly and indirectly impact health care consumers. Over 32,000 clinicians impact health care decisions at some level and the CFCA has defined strategies to improve the way they collaborate with the focus on the health care consumer. The strategy to enable consumer focused care for the CFCA is described as “We partner with the business to identify, explore and share best practices that change clinician perceptions and create informed and activated consumers.” One of these best practices is NPS. NPS was created to motivate employees up and down the organization around the consumers.
At UnitedHealth Group, we build interprofessional team competency through leadership development programs, inform clinical teams about best practices using NPS concepts as an emphasis, and promote active quality improvement project work that focuses on improving NPS; health care consumer satisfaction. We collaborate to support clinician and business definition and prioritization of consumer focused improvement opportunities. We then advance initiatives that address the learning, development and collaboration needs of the clinician populations and their businesses to take specific action on consumer experience initiatives. Results of our initiatives show positive trends in educating and developing interprofessional teams to focus on their health care consumer satisfaction through NPS. Educational panel discussions provided to both internal and external clinicians with consumer focused care topics engaged over 10,000 clinicians in the past 2 years.
Learners will be able to:
- Assess for and plan opportunities to support interprofessional collaborative practice teams in health care consumer focused efforts through Net Promoter System (NPS) methodology.
- Understand how NPS creates motivation and action for clinical teams to improve the consumer experience.
- Identify resources to support NPS learning and application in a health care environment.