Articles with tag: «patient loyalty»

    Special opinion
  • 2018 № 8 Use of NPS method for patient loyalty assessment (ICDC experience)

    This article studies the experience of the ‘Interregional clinical and diagnostic center’ (ICDC) in the area of patient loyalty assessment by the Net Promoter Score (NPS) method. The object: to find out the factors, which have an effect on patient loyalty towards a medical establishment. Materials and methods: analysis of scientific literature, ICDC statistic data of patient loyalty assessment by NPS method for 2016–2017 years. Total number of respondents: 1968 patients of ICDC. Results and conclusions: on the basis of analysis of patient responses the three factors that effect on patient loyalty were found out: “diagnostic and treatment processes”, “ethics and deontology of medical staff”, “service in medical establishment”. It is found that the largest proportion of critical remarks of patients is as¬sociated with the service in medical establishment. In turn the important aspects for “promoters” – patients with high loyalty, are the followings: quality of medical service, ethics and deontology of medical staff. Statistically significant differences were determined in medical establishment evaluation by patient groups who pays for medical service itself and who is treated by compulsory health insurance system. Representatives of these groups pay attention in their comments to different aspects of medical establishment activity. Therefore it is necessary to consider specific features of such patient groups in the arrangements considering the increase of patient loyalty

    Authors: Kupriyanov R. V. [6] Zharkova E. V. [3] Khairullin R. N. [5]

    Tags: medical and preventive treatment facilities2 nps1 patient loyalty3 promoters1

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  • Management in healthcare
  • 2022 № 7 Dynamics of patient loyalty before and during the COVID-19 epidemic on the example of Children’s Polyclinic

    The COVID-19 has had an enormous impact on the entire Russian health care system, including a significant impact on both the provision of medical services and the relationship between the doctor, the patient, and patient’s legal representatives. On this basis, the research is interested in issues related to the adaptation of medical organizations to the new working conditions with patients and their legal representatives. Aim of the study: to test long-term monitoring of the NPS Loyalty Index by a simplified methodology in patient’s legal representatives of pediatric polyclinic patients before and during the COVID-19 epidemic. Materials and Methods. The empirical material based on patient legal representative scores (n=22098) collected using the simplified NPS (Net Promoter Score) methodology during the two periods: 14.05.2019 -13.06.2020 and 18.06.2021 – 23.08.2021, as well as comments and predictions from lead outpatient clinic staff (n=19) collected by brainstorming to obtain additional interpretations of dynamics of patient legal representative loyalty index during the periods. The Results. According to the results of the study, the NPS patient legal representatives in pediatric polyclinics has increased significantly since the beginning of the coronavirus
    epidemic and after a year was fixed at a level almost one and a half times higher than the values from the first measurement.
    According to the initiative group, this growth was due not only to measures taken by the management of polyclinics, but also to cultural and psychological characteristics of the population; when the epidemic is over, the loyalty index of legal representatives of pediatric polyclinic patients is likely to return to its initial values. Conclusions. The use of a simplified method to measure the loyalty level (NPS) of patients and their legal representatives is a rather effective tool. An important condition in this case is to provide feedback to dissatisfied patients and their legal representatives. The professionalism and dedication of the medical staff play and will play a role in ensuring a high level of loyalty regardless of the epidemiological situation.

    Authors: Tsaranov K. N. [10] Tarbastaev A. G. [9] Markov D. I. [1] Komolova O. A. [1]

    Tags: covid-19 pandemic6 customer-oriented healthcare1 nps loyalty index1 patient loyalty3 patient- oriented2

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  • Management in health care
  • 2022 № 6 The impact of patient loyalty on the economic indicators of the activities of a medical organization providing paid medical services

    I n t r o d u c t i o n . In modern conditions of the paid medical services market, the vector of competition development is shifting from the concept of classical marketing to relationship marketing, and in these circumstances the issues of forming, retaining and managing patient loyalty come to the fore. The authors propose to consider a fundamentally different approach to measuring patient loyalty by a medical organization. In their opinion, the most effective method for studying the level of loyalty in combination with economic indicators is the consumer loyalty index (English Net Promoter Score, NPS), developed and first introduced in 2003 by Fred Reichheld.
    T h e p u r p o s e o f t h e r e s e a r c h is to study the impact of patient loyalty on improving the economic efficiency of a medical organization providing paid medical services.
    M a t e r i a l s a n d m e t h o d s . A study was planned and conducted using the NPS methodology to study patient loyalty. The survey of patients was carried out through SMS messages in automatic mode using a service integrated into the medical information system (MIS) of a medical organization. Previously, patients provided consent to the processing and transfer of their personal data.
    The results of the survey and data on the actual payment for paid medical services for each respondent were integrated into a consolidated database for further statistical processing.
    R e s u l t s . The study involved 39320 patients of the dental clinic. The results obtained during the study period coincided with the calculations of Fred Reichheld and confirmed the relevance of the application of this methodology in the current conditions of the paid medical services market. It has been established that the loyalty of patients to a medical organization affects the increase in economic indicators, and achieving a sustainable growth rate of a medical organization and predictable positive financial indicators is impossible without creating a base of loyal repeat patients. In addition, increasing the level of loyalty of repeat patients has a positive effect on NPS, which is directly related to an increase in the average cost of medical appointment and net sales.
    C o n c l u s i o n . Thus, the level of patient loyalty has a direct impact on the main economic indicators of the medical organization activity.

    Authors: Novikov M. S. [2] Solovieva Yu. A. [1]

    Tags: consumer loyalty index1 economic indicators1 paid medical services21 patient loyalty3 patient-in-focus approach1

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