Patient Satisfaction Score (PSS)
Patient survey-based satisfaction metric measuring care quality and experience
FORMULA
PSS = (Total Satisfaction Score / Maximum Possible Score) × 100
Alternate Calculations
Net Promoter
% Likely to Recommend - % Unlikely to RecommendWhat is Patient Satisfaction Score?
Patient Satisfaction Score measures how satisfied patients are with their healthcare experience. Based on surveys covering clinical care, communication, cleanliness, and overall experience. This metric is critical for healthcare organizations to understand patient outcomes and experience quality.
Higher scores indicate better patient experience and care quality. Often used in HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys.
Chart
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Sample Data
| quarter | responses | score | benchmark |
|---|---|---|---|
| Q1 | 450 | 78.5 | 75 |
| Q2 | 475 | 80.2 | 75 |
| Q3 | 510 | 82.1 | 75 |
| Q4 | 520 | 83.5 | 75 |
Required Data Columns
responsestotal_scoremax_score