Patient Experience Scores Continue to Rise Despite Pandemic

2020 was a year like no other. While physicians continue to battle a pandemic surge and some face economic strife and burnout, the primary care physicians (PCPs) across the agilon health platform remain more professional satisfied and and committed to their independent practice environment than customers of some of the nation’s most beloved brands.

A recent survey showed that the Net Promoter Score (NPS) of physicians on the agilon health platform for at least a year was 72, which is higher than that demonstrated by customers of Apple and Southwest Airlines.

Net Promoter Score (NPS) is a management tool to gauge customer loyalty of a company or brand and it can be used to measure employee, or in our case physician partner satisfaction with organizational performance. NPS has been widely adopted by more than two-thirds of Fortune 500 companies

“Happy doctors take good care of patients,” admits Ben Kornitzer, M.D. Chief Medical & Quality Officer. “A switch to value-based care has helped get our physicians off the dreaded treadmill of churning out patient visits. Now they are in the driver’s seat of patient care and can spend quality time with fewer patients.”

And patients are happy with their healthcare providers too.  A survey of Medicare Advantage patients attributed to agilon health partner practices conducted at the end of 2020 showed a NPS of 84, a surprising 14 percent improvement over the prior year despite a challenging year of quarantines and neglected healthcare by patients.

Click here to learn more about Net Promoter Score.