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What matters to your patients in the time of COVID-19?

As a healthcare organization, you are going through one of your most difficult phases ever as you navigate the uncharted waters of COVID-19. At the very heart of your response, though, remains your desire to do everything in your power to bring the best care to the patients and communities you serve.

In early March, we shared with you that patients everywhere were feeling anxious and looking for empathy. We have now analyzed more than one million patient comments (over 22,000 of which were specifically about COVID-19). These comments are from 23,000 locations across 50 states and over 20,000 ZIP codes to bring you the following four insights as we all deal with an unprecedented healthcare, economic, and human crisis. This analysis is based on NRC Health’s text analytics, including natural language processing, machine learning, and sentiment modeling.

Based on our analysis of patient comments from across the nation, the first insight we can all feel proud of is the insight that patients now value their healthcare providers more than ever. There has been a universal two-point increase in Net Promoter Score (NPS) between February 1, 2020, and April 24, 2020,
from 75.3 to 77.5; there has also been a sharp increase in NPS, even during the pandemic, for those service lines that involve a high volume of patient touchpoints.

More than 75% of assigned sentiments within our sample of COVID-19–related comments were positive. Patient sentiments currently indicate a more positive view of healthcare organizations, and patients are taking the effort to send shout-outs to your teams.

To discover the other insights found regarding our consumer’s opinions on healthcare today, please check out the full report →