At first glance, Net Promoter Score (NPS) might look like a simple marketing tool. But for health centers, rural clinics, and FQHCs, it can be so much more. When tied to your Uniform Data System (UDS) metrics and quality improvement goals, NPS becomes a strategic tool for strengthening care, identifying gaps, and even supporting grant funding.
Here’s how your team can put it to work.
NPS centers around one deceptively simple question: “How likely are you to recommend our clinic to a friend or family member?”
But it’s the why behind that answer that holds real value.
When you collect open-ended responses alongside NPS ratings – and segment them by demographics, payer type, or location – you begin to see trends that no dashboard can show alone. Patterns emerge. Stories surface. And the result is a clearer view of your community’s unmet needs.
Look at the responses from detractors, those who rate you a 6 or below. They often highlight issues that directly relate to Table 5 or Table 6B UDS domains:
“I needed dental work but had to go to another city.”
“Waited too long for a mental health appointment.”
These aren’t just complaints. They’re early warning signals and often, they're tied to access or service line gaps your data hasn’t caught yet. You can use this qualitative feedback to justify new services, advocate for additional resources, or guide updates to your Community Health Needs Assessment (CHNA).
Segmenting NPS responses by race/ethnicity, language, ZIP code, or payer type can uncover disparities that clinical metrics alone might miss.
“The nurse was kind, but I felt ignored at check-in.”
“I don’t speak English well, and no one explained my labs.”
Even when outcomes look “fine” on paper, this kind of patient feedback reveals where your systems may not be as inclusive or equitable as intended helping you address gaps that impact trust, communication, and ultimately, care quality.
NPS feedback can be directly mapped to UDS domains and turned into fuel for your QI engine. Examples:
NPS Insight | UDS/Quality Area It Supports |
“Can’t get an appointment for weeks.” | Table 6B – Access to Care |
“No one explained my meds.” | Care coordination, health literacy efforts |
“The nurse was great, but check-in was rude.” | Front-line staff training and consistency |
“Wish you offered dental and vision here.” | Service expansion planning, Table 5 |
You can use this real-time feedback to inform root cause analysis, drive team huddles, and test small changes through PDSA cycles.
Want to gather data you can use in grants and needs assessments? Try this:
“What services or support would improve your care at our clinic?”
It’s open-ended. It’s actionable. And it generates quotes and examples that funders love to see in grant applications to HRSA, SAMHSA, and other rural health programs.
NPS isn’t just a score. It’s a tool for listening. When paired with UDS reporting, it helps you connect what the numbers show with how patients feel and where care is falling short. From service line planning to patient engagement strategies, NPS can sharpen your strategy and support your mission.
Want to map your NPS insights to UDS metrics or build a QI dashboard around patient voice? We can help. Let’s build a feedback strategy that works for your team, your funders, and your community. Contact us today!
Dr. Angie Schierer is an accomplished C-suite executive consultant specializing in rural healthcare administration. With a robust background in operations, quality, process improvement, and team development, she thrives on tackling new challenges and leading diverse teams through transformational growth and innovative thinking.
Ready to put Angie and our team to work for you? Contact us today to get started!