Welcoming NHS England's decision on the Net Promoter Score

SAVE ITEM
Steven Weeks

01 / 8 / 2014 4.26pm

You might have seen our latest news item last week, about NHS England confirming that it no longer intends to use the Net Promoter Score (NPS) when publishing the national results for the Staff Friends and Family Test (FFT). 

In an email to the NHS Employers (NHSE) organisation and Staff FFT contacts in the service, it was announced that standard percentage scoring will be used instead when the results are published. The results will now be published in September rather than August, and further details will be communicated by NHS England nearer the time. 
 
This decision follows the review of the use of the NPS in the Patient FFT. It also follows representations from NHSE and others about the NPS. NHSE was concerned that the NPS would not be well understood by staff and the public. If published at national level, it could also generate negative publicity for the NHS, as it would appear to reduce the overall rating for the service as it is a net score.
 
The idea of the NPS is that scoring for recommendation of the service should be done on a net basis. For example, taking away negative ratings from positive ones to see the balance of opinion. The NPS concept originates in the retail sector and is used by organisations to assess the strength of employee opinion. The NPS was used in the Patient FFT. A small number of trusts have also used it at a local level.
 
In the original guidance on the Staff FFT, NHS England said it would review the potential for the use of NPS in scoring of the Staff FFT. Following the review of the Patient FFT, NHS England decided not to use NPS in the national level publication of data on Staff FFT. NHSE has welcomed this decision. 
 
The NPS can give useful insight as a diagnostic tool into strength of opinion, but is a complex idea to explain to staff and ensure is reported accurately by the media. Local organisations can continue to use NPS approaches if they wish to do so. NHS England will be issuing more communication about national publication details.
 
NHS Employers will shortly be issuing a briefing based the experience of Staff FFT so far. We are keen to hear from organisations about any lessons and ideas that have worked well.

For more information please email me: Steven.Weeks@nhsemployers.org  

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