Understanding Patient Experience (PX) Data
Protoqual provides dashboards that help organizations understand patient experience trends based on survey feedback.
The PX Overview page summarizes key metrics and insights from patient surveys. From this page, users can quickly see how patients are responding and where improvements may be needed.
Each section of the dashboard can be clicked to explore deeper analytics and reports.
Surveys
The Surveys module shows how many patient surveys were completed during the selected time period.
This number represents the volume of patient feedback collected.
Higher response volumes provide a more reliable picture of the patient experience.
Users can click this section to explore:
- Survey response trends
- Participation by location
- Additional survey activity details
Net Promoter Score (NPS)
The Net Promoter Score (NPS) measures patient loyalty and their likelihood to recommend the provider or practice.
Patients respond to a question asking how likely they are to recommend the practice on a 0–10 scale.
Responses are grouped into three categories:
| Category | Score |
|---|---|
| Promoters | 9–10 |
| Passives | 7–8 |
| Detractors | 0–6 |
The NPS score reflects the balance between promoters and detractors and helps organizations understand overall patient sentiment.
Users can click the NPS module to view:
- Trends over time
- Distribution of responses
- Additional NPS insights
PX Metrics
The PX Metrics module summarizes patient experience performance across several key areas of care.
These areas appear in Protoqual as PX categories and represent common themes in patient feedback, such as communication, coordination, and overall experience.
Protoqual’s PX categories are based on the core experience domains used in the CAHPS Clinician & Group Survey, a nationally recognized patient experience survey used across healthcare.
Protoqual presents these areas using simplified category names to make the data easier for teams to understand and act on.
Clicking this module allows users to explore detailed PX category scores and trends.
Insights
The Insights section summarizes key themes emerging from patient feedback.
Protoqual analyzes survey responses and comments to identify patterns and highlight important takeaways.
Insights may highlight:
- Areas where patients consistently report positive experiences
- Operational challenges affecting satisfaction
- Themes appearing across multiple responses
Users can select Read Full Insights Report to view a more detailed analysis.
Learning Analytics
Protoqual also connects patient feedback with learning engagement.
The Learning Analytics section shows how consistently teams are participating in assigned learning activities designed to strengthen patient experience skills.
The mission score reflects overall participation during the current learning mission and helps organizations understand whether teams are actively engaging with the learning program.
Exploring Deeper Analytics
Each section of the PX dashboard can be selected to open more detailed analytics views.
These deeper reports allow organizations to:
- Explore trends over time
- Compare performance across locations
- Review detailed feedback and insights
This layered approach allows users to start with a high-level overview and then explore the data in greater detail.
About CAHPS
CAHPS (Consumer Assessment of Healthcare Providers and Systems) is a standardized set of surveys used nationally to measure patient experience in healthcare.
Many organizations use CAHPS results for:
- Quality improvement initiatives
- Public reporting
- Performance incentives
Protoqual organizes patient feedback into PX categories that reflect the core experience domains used in CAHPS surveys, helping teams focus on the aspects of care that most influence patient experience.
To learn more about CAHPS surveys, visit: