Hint Health’s new DPC Patient Experience Benchmark Report offers one of the clearest pictures yet of how patients experience direct primary care (DPC).
To build the benchmark, Hint and its client clinics used the Person-Centered Primary Care Measure (PCPCM) — a patient-reported instrument that assesses access, comprehensiveness, coordination and continuity.
The survey combined 11 PCPCM items, eight demographic questions and a Net Promoter Score (NPS) item into a 20-question questionnaire delivered electronically to patients over a 14-month period ending in August 2025.
1,632 people completed the survey, but after excluding responses that did not meet PCPCM validity standards, the final sample included 1,534 patients from 12 DPC clinics in eight states. The total PCPCM performance score across all items and patients was 89%, with domain scores of 97% for Contact/Access, 90% for Comprehensiveness, 88% for Coordination and 82% for Continuity.
The same survey produced an NPS of 85, which the report describes as world-class in any industry and unusually high for health care compared with typical NPS ranges of 38 to 58.
The report argues that DPC is outperforming the traditional system on both loyalty and overall clinical experience when both are measured with these tools.
Patients who have known their physician longer report higher scores, particularly on items tied to shared history and personal knowledge. Scores are also modestly higher in older and healthier patients, while remaining strong across groups.
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