Net Promoter Score (NPS) as a tool to assess parental satisfaction in pediatric intensive care units
J. pediatr. (Rio J.)
;
99(3): 296-301, May-June 2023. tab
Article
in English
|
LILACS-Express
| LILACS
| ID: biblio-1440463
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.
Full text:
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Index:
LILACS (Americas)
Type of study:
Controlled clinical trial
/
Prognostic study
Language:
English
Journal:
J. pediatr. (Rio J.)
Journal subject:
Pediatrics
Year:
2023
Type:
Article
/
Project document
Affiliation country:
Brazil
Institution/Affiliation country:
Hospital da Criança+BR
/
Hospital Israelita Albert Einstein/BR
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Hospital Materno Infantil Presidente Vargas/BR
/
Hospital Moinhos de Vento/BR
/
Pontifícia Universidade Católica do Rio Grande do Sul/BR
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