What this card shows
The Patient satisfaction NPS card plots your monthly Net Promoter Score from completed patient satisfaction surveys, as a line, with gray bars behind it showing how many responses each month's score is based on.
NPS is a single number summarizing how your patients rate you, on a scale from -100 to +100.
Reading the card
NPS is calculated from the rating each patient gives:
Promoters rated 9 or 10.
Passives rated 7 or 8.
Detractors rated 6 or below.
The score is the share of promoters minus the share of detractors. Passives count toward the total number of responses, but do not move the score. That means a score can be negative, which simply says detractors outnumbered promoters that month.
The line is the score, read against the left-hand axis. The bars are the response count, read against the right-hand axis.
Always read the two together. A score based on four responses can swing wildly for reasons that have nothing to do with your service. Early months, and the current partial month, often rest on very few responses.
Hover any point to see the exact score and response count.
Only completed surveys with a rating are counted. Surveys sent but not answered do not appear here.
The card lives on the Nursing & care team dashboard, on the Satisfaction tab, and responds to the filters at the top:
Date: change the time window. It scopes by the date the patient responded, and defaults to the past 6 months plus the current month.
Clinic: focus on one or more locations, if your organization has several. It keeps responses whose patient has a cycle at the selected clinic, so a patient treated at more than one clinic is counted under each.
Where this data comes from
Patients answer the survey themselves, so there is no staff data-entry screen behind this card. The survey goes out automatically, and what your clinic controls is its setup, under Settings → Communications → NPS messaging.
Three things on that screen shape what arrives here:
Trigger timing decides which appointment sends the survey and how long afterwards. Change it and you change which patients are asked, so expect the response counts to shift.
Email messaging is the wording patients receive. Clear, short copy tends to lift the response rate, which is what makes the scores steadier.
View the survey shows the two questions asked: the 1 to 10 recommendation rating this card scores, and a free-text "What could we do to improve?" The rating is the only part that feeds the number here. The free-text answers are worth reading separately, since they explain the score this card only measures.
Read this card next to Patients to contact on the same tab, which lists the patients whose survey is still outstanding. Chasing those is the main way to lift the response counts behind these scores.
Opening this card
In wawa, open Insights from the sidebar, then go to Standard Reports → Nursing & Care Team → Nursing & care team. Select the Satisfaction tab. The Patient satisfaction NPS card is on it.