What is the Net Promoter Question?
The Net Promoter questions ask clinicians to answer: How likely are you to recommend UCSF Health as a place to work overall, work clinically and as a place to come for care?
Providers also write in comments about what is working well and what could be improved.
Who is surveyed and when?
Physicians and AHPs have been surveyed annually by UCSF Health since FY15. The survey is conducted out of the Office of UCSF Health Experience. The last survey was in March 2019 and the next will be in February 2020. Primary care clinic net promoter data comes from the STEP survey conducted by a different group led by Coleen Kivlahan, Kevin Grumbach and Margae Knox, and that data is rolled into the annual NPS data. AHP data can be requested from Mitch Erickson.
What are the organizational targets and performance?
The FY19 UCSF Health physician clinical work NPS target was +9. We achieved +7.
- FY19 West Bay Physician and Provider NPS Survey Results
- FY19 East Bay Physician and Provider NPS Survey Results
- Appendix A FY19 Demographics West Bay Physician and Provider Work Experience Survey
- FY18 West Bay Physician and Provider NPS Survey Executive Summary
- FY18 West Bay Physician and Provider NPS Master Table
- FY18 West Bay Physician and Provider NPS Master Table Guide
- An Executive Summary PPT of FY17 Physician NPS
- FY17 Master Table of Physician NPS by Department and Division
- FY17 Comment Summary by Theme
All groups should aim to set targets that improve upon their baseline.
How can I find the baseline data for my provider group?
The attached master table contains the Physician NPS and mean scores by clinical department and division. Not all practices have data specific to their clinic/unit. In those cases, a provider group can use the division/department level data as the baseline. AHP data can be requested for services that have AHP n>10.
What if my group doesn’t have an NPS because there are less than 10 respondents?
NPS can only be calculated when there are 10 or more responses. For groups with lower response numbers, the mean score can be used as a baseline for improvement. Alternatively, other specific metrics evaluating specific focus areas could be used instead. For example, if the group wants to work on how well MDs, AHPs and staff on the team work together, the group could choose to do a baseline measure of that using a basic survey tool with a goal to improve performance on that specific question over time.
How can we better understand the problems/root causes?
Leaders can help to begin discussions with physician groups to better understand areas for improvement in the clinical setting.
To help with how to have conversations on this topic: several references are available:
- Guide for Goal Setting Physician Work Experience
- Facilitator Guide to Work Experience Improvement Discussions
- Core Values Exercise
- Simple A3 4 Box
What are some improvements that have resulted from this survey?
Examples of improvements supporting UCSF physician work experience include:
- Organizational: scribes, PEAK program, faculty physician lounge, celebration of annual Doctors Day, inclusion of physicians in Incentive Award Program bonus payments, quality RVUs, Zoom remote video conferencing, Leader dinners, Resilience Skills Classes, Caring for the Caregiver, Kanbar ACLS/BLS/PALS courses
- Departmental/Divisional: salary support, hiring more faculty to allow for predictability in schedules and appropriate non clinical time, hiring of research assistants and support staff, faculty retreats focused on improvements
- Clinical: adjusting staff support, in basket management to decrease message burden to physicians, improvements to inefficient clinical processes, apex enhancements, apex experts routinely attending ambulatory True North Rounds
Please reach out to Diane Sliwka, MD or Ken Fong with questions regarding Net Promoter Scores or Physician Work Experience and Mitch Erickson regarding AHP Work Experience.
Related Work Experience Data at UCSF
- Gallup Staff Engagement Survey
- Faculty Climate Survey: The last Faculty Climate Survey was performed in 2017, and results can be found here.
- Faculty Exit Survey: UCSF Faculty Exit Survey Reports are on the Academic Affairs website (click here).
Improvement of Physician Work Experience
Specific Improvements at UCSF (Under Construction)
In Basket Optimization
APEX Coaching, Build, Efficiency Reports
Well Being Resources
Caring for the Caregiver
Peer Support Program
Great Reads Book Club
Physician Faculty Lounge at Parnassus
Coming soon: Physician Surgical Lounge at Parnassus
Family Friendly Initiatives (Increasing child bearing leave)
Provider Experience Resources for Leaders
- Summary Report Physician Experience September 2016
- Executive Summary Physician Experience September 2017
- Core Values Exercise.docx
- UCSF Pulse Survey Facilitators Guide
Submit an Improvement Idea
You can submit an idea for improvement here. Ideas will be directed via Diane Sliwka, MD to appropriate leaders and responses will be provided.