NAPA’s Customized Service Experience Platform Improves Patient Satisfaction, Survey Metrics, & Operational Outcomes
How Our Enhanced Patient Experience Program Delivers Results
Utilizing new technologies and improving security features enhanced NAPA’s pioneering Patient Service Experience (PSE) program with results-driven features
Leveraging NAPA’s strong business technology expertise to optimize the new patient survey User Interface (UI) and Data Dashboards, leading to increased patient survey response rates and enhanced data visualization capabilities for clinical leaders
Obtaining patient feedback is a critical component of our PSE—with NAPA’s newly designed platform, the patient anesthesia experience survey response rate increased from under 12% to over 24.45%
97% of surveyed patients score their overall anesthesia experience as either 4/5 or 5/5 stars
NAPA earns an average 97% patient satisfaction score
CMS national benchmarking reporting data for 2023, 2024, and 2025 shows that NAPA’s industry-leading patient experience performance rate far exceeds the national average
Problem: How Can We Better Understand Our Patients’ Human Experience?
NAPA’s Quality Improvement team has won multiple awards for its evidence-driven initiatives that improve anesthesia clinician performance and clinical outcomes. Utilizing sophisticated, proprietary data and analytics tools, Artificial Intelligence (AI), and Business Intelligence (BI), our experts excel at deploying data for change management that creates better patient care.
Patient surveys have been a core component of our PSE data gathering toolbox for more than a decade. But because the provider-patient relationship is brief and limited to the perioperative suite, getting patients to complete surveys and provide feedback about their anesthesia experience has been challenging.
Solution: NAPA’s Patient Service Experience Program Creates a Best-in-Class Process
Personal patient feedback complements data by providing insight into how our patients perceive us. The valuable feedback that our clinicians receive from their patients provides valuable insight on their human interactions and drives improvement in the patient experience. Seeking enhanced feedback, our Quality and BI teams were inspired to develop an advanced PSE system using new technologies, to increase our patient survey response rate and collect more meaningful data.
NAPA has the unmatched commitment, scale, and technical expertise to customize cutting-edge tools. Collaborating with Q-Reviews, a leading real-time patient feedback and engagement platform, we tailored our survey with seven anesthesia-specific questions designed to capture patient comments and produce actionable data. The patient experience information we derive populates a database that is shared with our clients to enhance their reimbursement reporting. Patient feedback is additionally pushed out to our clinicians’ cell phones, enabling our Chiefs of Anesthesia to respond quickly and directly to patients when necessary. While 99% of our patient surveys report positive experiences, we have created a focused service recovery program to address the 1% where prompt and personal communication from a Clinical leader can often remedy an undesirable negative patient experience.
Since survey feedback also creates learning opportunities, NAPA provides robust resources to support clinicians’ personal improvement and professional development.
NAPA’s Patient Service Experience Program Benefits Patients, Partners, and Providers
NAPA’s mission is to provide an exceptional experience to all of our patients. Our innovative new technology offers our customers and patients a unique way to provide feedback and gives NAPA vital data on what’s working well and where we can do better. We are continually focused on improving Quality and Patient Experience.”
— Clavio Ascari, Chief Clinical Officer, NAPA