The Vanderbilt Health Center for Patient and Professional Advocacy (CPPA) is committed to helping health care organizations nationwide in their efforts to support high reliability through professional accountability programs. To assess how well CPPA is meeting the needs of its partner sites, the group sought feedback from its longest-standing partners.
In a recent Net Promoter Score (NPS) survey of organizations that have partnered with CPPA for over three years, health care leaders awarded CPPA an industry-leading NPS of 90 鈥 well above the health care industry average of 34. Many industries regard scores above 50 to be excellent, and those above 70 to be world-class.
NPS is a customer loyalty metric that gauges how likely customers are to recommend a company, product or service to others. It helps businesses understand overall customer satisfaction and identify how strongly their customers feel about their experience.
Respondents awarded CPPA an average rating of 9.6 out of 10 for likelihood to recommend to a friend or colleague and an average of 9.44 out of 10 on the overall value of its services. These standout ratings reflect the deep trust health care organizations place in the relationship and the enduring impact they鈥檙e achieving through it.
Long-term partners credit CPPA with helping them strengthen professional culture, improve patient outcomes and reduce malpractice risk. 鈥淧rogram addressed disruptive and disrespectful behavior that leads to poor culture and possible patient safety/quality adverse events,鈥 shared a Chief Nursing Officer. Another leader noted how programs like the Patient Advocacy Reporting System庐 (PARS) and Coworker Observation Reporting Systemsm (CORS) have become integral to their culture, embedding professionalism into daily practice, and reinforcing mutual trust across teams. One Chief Medical Officer remarked, 鈥淔eels like a true partner where we can go to experts for advice and information.鈥 Another leader highlighted CPPA鈥檚 timely approach to escalating critical reports and its objective, structured method for evaluating and enhancing professionalism and organizational culture.
鈥淥ur partners are at the center of everything we do,鈥 said Bill Cooper, MD, MPH, President of Vanderbilt Health CPPA and the Cornelius Vanderbilt Professor of Pediatrics and Health Policy. 鈥淭heir feedback affirms not only the strength of our shared mission, but the progress we鈥檙e making together. We are inspired by their unwavering commitment that continues to make medicine kinder, safer and more reliable.鈥
About Vanderbilt Health Center for Patient and Professional Advocacy (CPPA)
The Vanderbilt Health Center for Patient and Professional Advocacy (CPPA) is a leader in advancing cultures of safety, respect and professionalism in health care. Supporting more than 300 hospitals and health systems across the United States and internationally, CPPA helps transform how organizations promote accountability and professionalism, elevate patient safety and reduce malpractice risks. Through data-driven, evidence-based programs like the Patient Advocacy Reporting System庐 (PARS) and Coworker Observation Reporting Systemsm (CORS), CPPA has equipped over 225,000 health care professionals with tools to reduce risk, foster stronger workplace culture and improve clinical outcomes.
Provided by Vanderbilt University Medical Center.
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