Setting the Standard: The Patient Experience at Orthopedic ONE

Key Takeaways: At Orthopedic ONE, patient feedback is more than a survey; it’s a driving force behind everything we do. For over a decade, we have used patient insights to improve our processes, enhance care, and create a better experience for every individual who walks through our doors. This commitment was recently reflected in our Net Promoter Score (NPS). While the average NPS for healthcare organizations was 58, Orthopedic ONE scored an exceptional 94 in just the first six months.

At Orthopedic ONE, exceptional care extends far beyond diagnosing injuries and performing procedures. Every interaction, from scheduling your first appointment to your final follow-up, is an opportunity to provide a patient experience built on compassion, communication, and continuous improvement.

For the past decade, our team at Orthopedic ONE has gone above and beyond to collect and implement patient feedback. We make a point of reading every survey and review, acting swiftly to address any concerns, and celebrating each recognition of excellence. We are dedicated to ensuring everyone’s experience at Orthopedic ONE is as good as it can be, and our recent Net Promoter Score (NPS) results are a testament to these efforts, our incredible staff, and our leadership in the healthcare industry.

Proven Satisfaction

While Orthopedic ONE has always made patient feedback a priority, we recently expanded our efforts by implementing the Net Promoter Score (NPS), one of the most widely recognized measures of customer/patient loyalty and satisfaction. The NPS survey asks one simple question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?” Responses are then used to calculate an overall score ranging from -100 to 100, providing valuable insight into the patient experience.

In 2025, the average NPS for healthcare organizations was 58. Orthopedic ONE, however, scored an outstanding 94 in just our first six months of utilizing this program.

While we are incredibly proud of this achievement, we don’t view it as a finish line. Rather, it serves as motivation to continue refining every aspect of the patient experience and to ensure that every individual who walks through our doors receives the exceptional care they deserve.

Listening From Day ONE

At Orthopedic ONE, our team understands that your first medical appointment can feel daunting. Whether you’re experiencing pain, facing an intimidating diagnosis, or simply visiting a new provider, those first moments matter. That’s why we strive to create an environment where patients feel welcomed, informed, and comfortable from the very beginning. Within 24 hours of the first appointment, every new patient receives a survey inviting them to share honest feedback about their experience, whether positive or constructive.

By listening early, we can quickly address concerns, recognize our exemplary team members, and continue delivering the high level of care our patients count on.

Turning Feedback into Action

More than a decade ago, Orthopedic ONE established our Service Recovery Program, a dedicated team of staff members committed to improving the patient experience. Together, they carefully read every patient survey or review rated three stars or less.

Oftentimes, this team will connect with patients directly, not only to learn more about their unique experience and address any concerns, but also to ensure that their next visit to Orthopedic ONE aligns with their exact needs and expectations.

As a practice, we’ve used constructive feedback to make improvements that benefit patients across all locations. For example, we’re exploring innovative self-check-in kiosks at our busier practices, allowing patients to avoid any lines or unwanted in-person contact. We have also modified intake paperwork to reduce the amount and frequency of information patients have to provide, condensing questions when possible and providing support when needed.

Beyond the First Appointment

A patient’s experience does not end after the first appointment, and neither does our commitment to listening.

Throughout treatment, patients receive additional surveys after visiting a new physician or using a new service. Whether you’re undergoing an MRI, beginning conservative care, or meeting with another specialist, we want to know about your experience.

This ongoing feedback allows us to identify opportunities for improvement at every stage of care, ensuring that each interaction reflects the same high standards our patients have come to expect.

Our Physician-Led Commitment to Excellence

As a physician-owned practice, Orthopedic ONE’s commitment to patient satisfaction starts with our leadership. Our physicians regularly review patient feedback because they believe exceptional care is about more than clinical outcomes; it’s about listening, learning, and constantly improving.

Patient feedback also allows us to celebrate the individuals who make Orthopedic ONE special. Patients frequently recognize physicians, nurses, therapists, front desk staff, and countless other team members for their kindness, professionalism, and dedication. These stories reinforce the culture of excellence that drives our organization every day.

Raising the Bar for Orthopedic Care

At Orthopedic ONE, patient feedback is more than a score; it’s a conversation. Every survey, review, and comment helps us better understand our patients’ needs and guides the decisions we make to improve their experience.

Our Net Promoter Score of 94 reflects the trust our patients place in us every day, but also represents our deeply rooted commitment to never stop improving.

Whether you’re visiting us for the first time or wrapping up your treatment, you can feel confident knowing that at Orthopedic ONE, your voice matters and that we remain dedicated to delivering the exceptional care our community deserves and to raising the bar for orthopedic care everywhere.