Service industry metrics (the net promoter score) are being introduced as a measure of UK healthcare satisfaction. Lower limb arthroplasty, as a ‘service’, scores comparably with the most successful commercial organisations. Satisfaction with care is important to both the patient and the payer. The Net Promoter Score, widely used in the service industry, has been recently introduced to the UK National Health Service as an overarching metric of patient satisfaction and to monitor performance. This questionnaire asks ‘customers’ if they would recommend a service or products to others. Scores range from −100 (everyone is a detractor) to +100 (everyone is a promoter). In industry, a positive score is well regarded, with those over 50 regarded as excellent. Our aims were to assess net promoter scores for joint arthroplasty, to compare these scores with direct measures of patient satisfaction, and to evaluate which factors contributed to net promoter response.Summary Statement
Background
