Vinfen President and CEO Bruce Bird was recently featured in two Open Minds articles that focused on the measurement of consumer satisfaction in the health and human services field. Open Minds is a market intelligence and management support firm specializing in the health and human service field that serves consumers with chronic conditions and complex support needs.
In “Net Promoter Scores: Do They Work in Health & Human Service?,” by Open Minds Executive Vice President Sarah Threnhauser, Bruce discussed the advantages and challenges presented by Net Promoter Scores (NPS), which measure how likely a consumer is to recommend a business to someone. On a scale of -100 to 100, Vinfen annually receives scores above 90 from individuals who have received our services. While this is a great score on its face, Bruce attested that there are no benchmarks for community behavioral health or intellectual and developmental disability support services. “Since we are almost exclusively serving a public sector population, their baseline expectations may be low,” Bruce said. He added that despite these challenges, NPS can be worthwhile in understanding consumer satisfaction because it is credible, easy to administer, and paints a picture of value-based care for payer organizations.
Bruce was also interviewed for the piece “Would Your Consumers Choose You? How to Measure Customer Service & Consumer Engagement” by Open Minds CEO and Senior Associate Monica Oss. In Bruce’s reflection on this central question, he referenced the different ways that Vinfen measures customer service for the people we serve. In addition to Net Promoter Scores, Vinfen utilizes annual experience surveys targeted at individuals and their families. “Moreover, Dr. Bird and his colleagues at Vinfen gauge customer service by looking at metrics such as real-world outcomes, emergency department visits, and ‘community tenure.’ The thinking here goes that if customer service is done correctly, then achievements in these areas follow,” Monica wrote.
Open Minds CEO and Senior Associate Monica Oss will be joining Vinfen in discussing the intersection of technology and community health care at Vinfen’s Innovative Technology in Community Health Care Conference on Friday, September 8 at the Joseph B. Martin Conference Center at Harvard Medical School. For information on speakers, continuing education, and more visit https://vinfen.org/events/40-conference/. We are currently running an early registration special. Be sure to register at https://vinfen.org/events/40-conference/register/ before June 1, 2017 to receive a discounted registration.