A Commitment to Care: What Our NPS of 85 Says About the Nexus Hospitals Experience
Delivering exceptional healthcare has never been just about procedures, technology, or clinical outcomes. It’s about how people feel in our care — whether they feel safe, respected, reassured, and confident that every detail matters. At Nexus Hospitals, this philosophy shapes our approach to patient care across our entire network.
Patients have told us loudly and clearly that this commitment is making a difference. We’re proud to have achieved a Net Promoter Score (NPS) of 85 in 2025, edging past our 2024 result of 84. NPS is often described as a metric, but in healthcare it’s something more personal. It’s built on a single, human question:
“Would you recommend us to a friend or family member?”
When someone answers “yes,” they’re not just rating a service — they’re saying they felt seen, heard, and cared for. They’re saying their experience mattered.
Scores of 9–10 are considered Promoters, and when an organisation’s overall score rises above 80, it’s recognised globally by founders Baine and Company as world‑class. That’s the level Nexus Hospitals has reached — not because of one hospital or one moment, but because of consistent, compassionate care delivered across the country.
How our hospitals performed
Our national NPS of 85 reflects the collective effort of every team member across all 22 Nexus hospitals. Individual hospital scores ranged from 75 to 92, and 19 of our hospitals achieved world‑class status. That means patients across Australia — in metro centres and regional communities — are having consistently positive experiences.
This doesn’t happen by chance. It happens because teams greet patients warmly, explain procedures clearly, check in often, and respond quickly when someone needs reassurance.
Why NPS matters in healthcare
As highlighted in Forbes, NPS is more than a metric it reflects a mindset. In healthcare, success isn’t defined by numbers alone, but by a genuine commitment to listening, learning, and continuously improving the patient journey.
For Nexus, every comment, rating, and suggestion is a chance to do better. When a patient tells us what helped them feel calm, we build on it. When they tell us what could be improved, we listen. When they share a moment of kindness about a doctor, nurse, anaesthetist, or admin team member, we celebrate it.
Our 2025 NPS score is a reflection of this cycle in action. It shows that patients feel confident in our care, that their experiences are improving, and that our teams are turning feedback into meaningful change.
Partner with Nexus
Nexus was founded with one goal: to deliver an excellent surgical environment in partnership with Visiting Medical Officers. To explore operating opportunities at a Nexus facility near you, contact National Business Development & Marketing Director Anne Moutsos today.
