(844) GO-CHIRO info@chiroup.com
5
(8)

Reading time: 2 minutes

Overall Chiropractic Patient Satisfaction

Historically, the chiropractic profession has performed well in terms of patient satisfaction. (2-8) As far back as three decades ago, studies were documenting high levels of chiropractic patient satisfaction:

“Satisfaction levels with chiropractic care are quite high (83% of persons are satisfied or very satisfied). High satisfaction is related to several factors, including whether the chiropractor orders and interprets laboratory tests, whether the chiropractor displays concern about patient’s overall health and the extent to which the chiropractor explains the condition and the treatment.” (2)

More recent evidence from the 2021 ChiroUp network dataset suggests that chiropractic patient satisfaction levels remain high.

Patient Satisfaction Comparison by Provider Type

Patient satisfaction data suggests that chiropractors perform well relative to other healthcare providers. One study of 797 patients treated by either a chiropractor or family physician measured satisfaction in nine areas and found:

“With one exception, satisfaction was higher for patients attending chiropractors [as compared to family medicine physicians].” (8)

Another study found that patient satisfaction nearly doubled when chiropractic manipulation was added to standard medical care. (9)

Likelihood to Refer 

A consumer’s likelihood to recommend a particular service or product is considered an essential prognosticator for the utility of any business. A standardized question for measuring this metric in healthcare is, “On a scale of 1-10, how likely are you to recommend this provider to others?”

The 2021 ChiroUp network dataset demonstrated that chiropractic patients are extremely likely to recommend their provider to others.

Overall Net Promoter Score (NPS)

The Net Promoter Score (NPS) is the gold standard gauge of consumer satisfaction and loyalty. (10-12) A wide array of healthcare service providers have implemented the NPS survey to measure patient satisfaction. (13-18) 

NPS scores for healthcare providers can be calculated from the likelihood that someone would recommend their provider to others (0-10 scale).

The 2021 ChiroUp network dataset found that, as a whole, chiropractors receive exceptionally high NPS scores from their patients.

Net Promoter Scores by Country

More than 90 countries have established chiropractic practices. (19,20) Direct access to chiropractic care is available in 90% of those countries, and the majority (51%) provide at least some degree of insurance reimbursement for chiropractic care. (20)

The following global breakdown illustrates that chiropractic patients worldwide share similar high levels of enthusiasm for recommending their chiropractors to others.

NPS Comparison by Provider Type

In general, NPS scores for the healthcare industry are favorable, averaging between 16 and 38. (21,22) NPS scores for primary care physicians average around 35.  (23) 

Chiropractors are primary care providers in many areas (24). However, their average NPS score differs from other PCP’s. The 2021 ChiroUp network dataset cumulative NPS score for chiropractors is 89.8, ranking among the highest in healthcare.

Online Satisfaction Reviews- Google

Online ratings provide another independent mechanism to gauge patient satisfaction. And an important one, since nearly three-quarters (71%) of patients now use online reviews as their first step in finding a new doctor. (25)

Consumer research has found that, in general, online reviews for healthcare providers (i.e., Google, Yelp, HealthGrades, etc.) tend to mirror the provider’s NPS score. (26,27) The 2021 ChiroUp network dataset supports that correlation. 

An analysis of nearly 5000 providers found that the average medical physician’s online rating is 3.8 out of 5 possible stars. (28) An earlier and more comprehensive analysis by NPR placed that number slightly lower at 3.6. (29) In contrast, the 2021 ChiroUp network average Google rating for chiropractors is 4.9 out of 5. 

Online Satisfaction Reviews- Yelp

A more detailed analysis of the Yelp dataset reinforces the finding that, on average, online satisfaction ratings for chiropractic physicians are higher than other specialists. (25,27)

Online Satisfaction Reviews- Healthgrades

An analysis of Healthgrades® US consumer ratings for 212,933 health care providers found that chiropractors performed very well compared to medical specialists (4.0) and surgeons (4.2). (30)

ChiroUp subscribers share a common mission to achieve the highest possible patient satisfaction by sharing and adhering to research-based best practices

Thank you for being a part of our mission to elevate and unite the chiropractic profession. 

Reprints & Reproduction

To use this infographic or its data for any purpose, or to embed the graphic on another website, please include proper credit and link to the original article on ChiroUp’s website.

This blog is a part of a 5-series research study. Read part 2 now.

References
  1. Bertelsman TJ, Steele BC, Gower JG. 2021 ChiroUp Network Dataset: Statistical Reporting of 631,970 Clinical Diagnoses Collected from 2212 Evidence-Based Chiropractic Providers Between July 2019- June 2021. Accessed on 07/30/2021 from Link
  2. Sawyer CE, Kassak K. Patient satisfaction with chiropractic care. Journal of Manipulative and Physiological Therapeutics. 1993 Jan 1;16(1):25-32. Link
  3. Gemmell HA, Hayes BM. Patient satisfaction with chiropractic physicians in an independent physicians’ association. Journal of manipulative and physiological therapeutics. 2001 Nov 1;24(9):556-9. Link
  4. Hertzman-Miller RP, Morgenstern H, Hurwitz EL, Yu F, Adams AH, Harber P, Kominski GF. Comparing the satisfaction of low back pain patients randomized to receive medical or chiropractic care: results from the UCLA low-back pain study. American Journal of Public Health. 2002 Oct;92(10):1628-33. Link
  5. Nyiendo J, Haas M, Goldberg B, Sexton G. Patient characteristics and physicians’ practice activities for patients with chronic low back pain: a practice-based study of primary care and chiropractic physicians. Journal of manipulative and physiological therapeutics. 2001 Feb 1;24(2):92-100. Link
  6. Nyiendo J, Haas M, Goodwin P. Patient characteristics, practice activities, and one-month outcomes for chronic, recurrent low-back pain treated by chiropractors and family medicine physicians: a practice-based feasibility study. Journal of Manipulative and physiological Therapeutics. 2000 May 1;23(4):239-45. Link
  7. Gaumer G. Factors associated with patient satisfaction with chiropractic care: survey and review of the literature. Journal of manipulative and physiological therapeutics. 2006 Jul 1;29(6):455-62. Link
  8. ​​Nyiendo J, Haas M, Goodwin P. Patient characteristics, practice activities, and one-month outcomes for chronic, recurrent low-back pain treated by chiropractors and family medicine physicians: a practice-based feasibility study. Journal of Manipulative and physiological Therapeutics. 2000 May 1;23(4):239-45. Link
  9. Goertz CM, Long CR, Hondras MA, Petri R, Delgado R, Lawrence DJ, Owens EF, Meeker WC. Adding chiropractic manipulative therapy to standard medical care for patients with acute low back pain: results of a pragmatic randomized comparative effectiveness study. Spine. 2013 Apr 15;38(8):627-34. Link
  10. QualtricsXM. What is NPS? Your ultimate guide to Net Promoter Score. QualtricsXM. Link
  11. Reichheld FF. The one number you need to grow. Harvard business review. 2003 Dec 1;81(12):46-55.
  12. Liyakasa K. Customer Experience Is Critical in Net Promoter Benchmarks. CRM Magazine. 2012 Jun;16(6):16-. Link
  13. Stein N, Brooks K. A fully automated conversational artificial intelligence for weight loss: longitudinal observational study among overweight and obese adults. JMIR diabetes. 2017 Nov 1;2(2):e8590. Link
  14. Wilberforce M, Batten E, Challis D, Davies L, Kelly MP, Roberts C. The patient experience in community mental health services for older people: a concept mapping approach to support the development of a new quality measure. BMC health services research. 2018 Dec;18(1):1-1. Link
  15. Powell RE, Stone D, Hollander JE. Patient and health system experience with implementation of an enterprise-wide telehealth scheduled video visit program: mixed-methods study. JMIR medical informatics. 2018;6(1):e10. Link
  16. Busby M, Matthews R, Burke F, Mullins A, Shumacher K. Is any particular aspect of perceived quality associated with patients tending to promote a dental practice to their friends and colleagues? Br Dent J. 2015;218(6):E12. doi:10.1038/sj.bdj.2015.229
  17. Kinney WC. A simple and valuable approach for measuring customer satisfaction. Otolaryngology—Head and Neck Surgery. 2005 Aug;133(2):169-72. Link
  18. Koladycz R, Fernandez G, Gray K, Marriott H. The Net Promoter Score (NPS) for insight into client experiences in sexual and reproductive health clinics. Global Health: Science and Practice. 2018 Oct 3;6(3):413-24. Link
  19. NBCE. Practice Analysis of Chiropractic 2015. Chapter 1. National Board of Chiropractic Examiners. Link
  20. Stochkendahl MJ, Rezai M, Torres P, Sutton D, Tuchin P, Brown R, Côté P. The chiropractic workforce: a global review. Chiropractic & manual therapies. 2019 Dec;27(1):1-9. Link
  21. Grigore. What is a Good Net Promoter Score? (2021 NPS Benchmark). Retently. 2021 Apr. Link
  22. VisitPay. What’s Your Score? Why Net Promoter Score Matters in Healthcare [ebook]. VisitPay. 2021 Mar. Link
  23. WD Partners. Healthcare: Who Survives?. WD Partners Inc. 2019. Link
  24. Shalen P. Primary Care Providers. Spine-Health. 2000 Nov. Link
  25. Hedges L, Couey C. How Patients Use Online Reviews. Software Advice. 2020 Apr. Link
  26. Tashfeen Ekram T. Healthcare NPS is high: How to make even more out of PX. Beckers Hospital Review. 2017 Dec. Link
  27. Yelp dataset. Link
  28. Kadry B, Chu LF, Kadry B, Gammas D, Macario A. Analysis of 4999 online physician ratings indicates that most patients give physicians a favorable rating. Journal of medical Internet research. 2011;13(4):e95. Link
  29. Ornstein C. ProPublica. As reported in: Shots. Heath News from NPR. On Yelp, Doctors Get Reviewed Like Restaurants — And It Rankles. 08/06/2015. Accessed on 08/20/2021 at https://www.npr.org/sections/health-shots/2015/08/06/429624187/on-yelp-doctors-get-reviewed-like-restaurants-and-it-rankles
  30. Daskivich T, Luu M, Noah B, Fuller G, Anger J, Spiegel B. Differences in online consumer ratings of health care providers across medical, surgical, and allied health specialties: observational study of 212,933 providers. Journal of medical Internet research. 2018 May 9;20(5):e9160. Link

Rate the Blog

5 / 5. Vote count: 8

No votes so far! Be the first to rate this post.

We are sorry that this post was not useful for you!

Let us improve this post!

Tell us how we can improve this post?