Patient Feedback and Net Promoter Score
At Aurora Healthcare, we are committed to delivering exceptional care and ensuring the best possible experience for our patients. Patient feedback is at the heart of our continuous improvement efforts, helping us better understand and exceed patient needs.
Patient Feedback and Net Promoter Score (NPS)
We invite all patients to complete an anonymous, voluntary survey after discharge. By gathering feedback year-round, we ensure consistent, robust sample sizes that provide valuable, actionable insights into the patient experience. To measure this, we use the NPS, a trusted metric across industries to evaluate patient loyalty and satisfaction.
Aurora Healthcare’s World-Class Recognition
In December 2024, Aurora Healthcare achieved an annual NPS of 89, firmly placing us in the “World Class” category. Globally, an NPS of:
- 50+ is considered excellent
- 80+ is recognised as “World Class”
This exceptional result underscores Aurora Healthcare’s dedication to patient-centred care and commitment to setting new standards of excellence in private healthcare.
How We Compare to Other Private Hospital Groups
Aurora Healthcare has achieved one of the highest published Net Promoter Score (NPS) amongst the largest private hospital groups as of December 2024. We’re proud to be one of very few private hospital groups ranked ‘World Class’.
Patient Satisfaction
In 2024, 91% of patients rated the quality of their care as excellent, reflecting the dedication, compassion, and expertise of our healthcare professionals.
How the Net Promoter Score (NPS) Works
Patients rate their likelihood of recommending Aurora Healthcare on a scale of 0 to 10. Based on their responses, they are grouped into three categories:
- Promoters: Score of 9 to 10
- Passives: Score of 7 to 8
- Detractors: Score of 0 to 6
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score ranging from -100 to 100.