As part of our Care Management program, we’re always looking for feedback to ensure our tele-RN platform is serving patients and our provider partners with excellence. Patient satisfaction is paramount to not only improve chronic conditions, but also to enhance a doctor’s or clinic’s reputation with their patients.
Furthermore, we know our provider and healthcare executive customers often ask if their patients would be satisfied with remote care done by external clinicians, like CircleLink’s tele-RNs, versus their internal (but often low-bandwidth) staff.
So we’re delighted to publish our 2nd annual patient satisfaction survey results. In summary, 99% of respondents reported satisfaction with the care they received by CircleLink tele-RNs. (5% margin of error; 95% confidence level)
Let’s take a closer look at what our patients had to say.
Methodology & Results
We polled a group of nearly 1,000 patients actively receiving CircleLink tele-RN services across dozens of practices (CCM/RPM/PCM). These patients were contacted via phone to facilitate survey engagement. Out of the patients that were polled, 372 responded to the survey. We can say with a 95% statistical confidence level, that these results represent tens of thousands of patients that CircleLink has served over the past several years.
After tallying the data, we are pleased to report an NPS score of 77 – well above the average NPS scores of other industry leaders (fig.1), and a marked improvement from the prior survey’s 51 NPS (2021). NOTE: NPS is a widely used measure of customer satisfaction and loyalty. It is calculated by asking patients a single question: “On a scale of 0-10, how likely are you to recommend this program to a friend or family member on Medicare?” Responses are then categorized into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Separately, 99% of patients reported satisfaction with the quality of care management given by our tele-Nurses (100% RNs) and 98% reported satisfaction with CircleLink’s impact on their physical and mental health. This compares favorably with the prior survey’s 97% patient satisfaction, showing our team’s ability to improve the program continuously.
We also gave survey participants the option to explain in their own words, as reported by our phone survey staff below, how monthly care management calls with CircleLink’s tele-RNs, have positively impacted their lives:
“Patient said her [CircleLink] nurse always asks if there is anything to pass onto the provider… They are on the same page when she is in-office.”
“[CircleLink] Nurse keeps her on her toes and because of that her blood sugars have vastly improved!”
“Patient so looks forward to the calls! The Care Coach goes above and beyond, just helping with her physical health conditions. It has become her mental & emotional support!”
“The nurse has been wonderful, she [patient] doesn’t know what she would have done without them to lean on.”
In addition to improving healthcare outcomes and driving reimbursement, CircleLink Health is delighted to be trusted and valued by patients to help manage their chronic conditions. We are delighted to continue to support them in living the healthiest lives they can!
Interested in hearing more about Care Management for your practice or population? Drop us a line at firstname.lastname@example.org or call (877) 590-3642.