ABSTRACT
Abstract Objective To verify the performance of the Net Promoter Score (NPS) as a tool to assess parental satisfaction in pediatric intensive care units (PICUs). Methods The authors conducted an observational cross-sectional multicenter study in the PICUs of 5 hospitals in Brazil. Eligible participants were all parents or legal guardians of PICU-admitted children, aged 18 years or over. The NPS was administered together with the EMpowerment of PArents in THe Intensive Care (EMPATHIC-30), used as the gold standard, and a sociodemographic questionnaire. For analysis, the results were dichotomized into values greater than or equal to the median of the tests. The associations between the 2 tools were evaluated and the distribution of their results was compared. Results The parents or legal guardians of 78 PICU-admitted children were interviewed. Of the respondents, 85% were women and 62% were in a private hospital. The median NPS was 10 (IQR, 10-10), and the median EMPATHIC-30 score was 5.7 (IQR, 5.4-5.9). Compared with the gold standard, the NPS had a sensitivity of 100% at all cutoff points, except at cutoff 10, where the sensitivity was slightly lower (97.5%). As for specificity, NPS performance was poorer, with values ranging from 0% (NPS ≥ 5) to 47.4% (NPS = 10). Conclusions NPS proved to be a sensitive tool to assess parental satisfaction, but with poor ability to identify dissatisfied users in the sample.
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Objetivo: analisar os fatores associados a sintomas ansiosos e depressivos de alunos do internato interprofissional da Santa Casa de Belo Horizonte. Analisou-se também a autopercepção de aprendizagem e satisfação. Método: estudo transversal no qual analisou-se os fatores associados a sintomas ansiosos e depressivos estimados pelo Transtorno de Ansiedade Generalizada (GAD-7) e pelo Questionário de Saúde do Paciente (PHQ-9) em alunos de um internato interprofissional de enfrentamento à COVID-19. Ao final do internato, analisou-se a percepção do alcance dos objetivos de aprendizagem e a experiência do aluno utilizando Net Promoter Score (NPS). Resultado: entre os 92 alunos analisados, 22 (23,9%) apresentaram escores elevados para sintomas ansiosos e 26 (28,3%) para sintomas depressivos. A frequência de sintomas ansiosos foi maior entre alunos de farmácia quando comparados aos de medicina ou enfermagem (42,9%, 28,9%, 9,7%, respectivamente, p=0,035). Sintomas ansiosos foram menos frequentes entre alunos que sempre tiveram acesso a equipamento de proteção individual (EPI) quando comparados aos demais (17,7% vs. 36,7%; p=0,046). Alunos que tiveram sintomas de COVID-19, quando comparados aos demais, apresentaram maior frequência de sintomas ansiosos (44,1% vs. 12,1%; p=0,001) e depressivos (41,2% vs. 20,7%; p=0,035). O atendimento a pacientes com COVID-19 não esteve associado a sintomas depressivos nem ansiosos. Observou-se alto nível de percepção do alcance dos objetivos de aprendizagem, maior entre estudantes de enfermagem. O escore geral do NPS foi de 70, com maior frequência de promotores entre alunos de enfermagem (90%), quando comparados aos de farmácia (67%) e medicina (62%). Conclusão: sintomas ansiosos estiveram associados à categoria profissional, acesso a EPI e história prévia de sintomas de COVID-19.A percepção do alcance de objetivos propostos foi elevada e o escore NPS foi satisfatório, com maior proporção de promotores na enfermagem
Objective: to analyze the factors associated with symptoms of anxiety and depression among interprofessional students at Santa Casa de Belo Horizonte. Self-perception of learning and satisfaction were also analyzed. Methods: cross-sectional study that analyzed the factors associated with symptoms of anxiety and depression estimated by the Generalized Anxiety Disorder 7-item (GAD-7) and Patient Health Questionnaire-9 (PHQ-9). At the end of the internship, the perception of achievement of learning objectives and the student's experience were analyzed using the Net Promoter Score (NPS). Results: among the 92 students analyzed, 22 (23,9%) had high scores for anxiety symptoms and 26 (28,3%) for depressive symptoms. The frequency of anxious symptoms was higher among pharmacy students when compared to medicine or nursing students (42.9%, 28.9%, 9.7%, respectively, p=0.035). Anxiety symptoms were less frequent among students who always had access to personal protective equipment (PPE) when compared to the others (17.7% vs. 36.7%; p=0.046). Students who had symptoms of Covid-19, when compared to the others, had a higher frequency of anxiety (44.1% vs. 12.1%; p=0.001) and depressive symptoms (41.2% vs. 20.7%; p =0.035). Caring for Covid-19 patients was not associated with depression or anxiety. There was a high level of perception of achievement of learning objectives, higher among nursing students. Overall NPS score was 70, with a higher frequency of promoters among nursing students (90%), when compared to those in pharmacy (67%) or medicine (62%). Conclusion: anxiety symptoms were associated with the professional category, access to PPE, and previous history of Covid-19. The perception of achievement of learning objectives was high and the NPS score was satisfactory, with more promoters among nursing students
Subject(s)
Humans , StudentsABSTRACT
OBJECTIVES: Many people rely on recommendations from family, relatives, and other information sources in order to select the appropriate dental clinic for treatment. The object of this study was to find out the relationship between quality of dental service and Korean Net Promoter Score (KNPS). METHODS: A total of 520 patients were selected through consecutive sampling from four dental clinics in Daegu city. Informed consent of all selected patients was obtained. The patients were required to complete a questionnaire that comprised of three categories of queries related to provision of satisfactory dental service, relation quality, and personal data. Sub-categories of questions included physical and environmental factors, human service factors, patients' satisfaction with related quality and KNPS. Data was collected by interviewing all individuals on a personal basis over a period of 3 months. Statistical analysis was performed using studental t-test, ANOVA and multiple regression analysis using the SPSS 20.0 software (IBM Co., Armonk, NY, USA). RESULTS: Among the various socio-economic factors studied, income was most significantly related to KNPS while satisfaction of relation quality was the largest factor affecting the KNPS. Factors such as satisfactory physical environment, quality of human service, relation quality and income accounted for 52.4% of KNPS. In short, the three major factors that affected KNPS were patient compliance, professionalism of the attending dentist and response of hygienist to patient. Other minor factors influencing KNPS included trust upon the attending dentist, aesthetics of clinicstiinterior, and physical convenience. CONCLUSIONS: It is highly recommended that dental clinics should make strenuous efforts to increase the level of patient compliance, professionalism, and response towards patients, which can be achieved by improving the quality of service and through positive marketing of the hospital.