Abstract

Objective: Assessing patients' perception of safety issues in health institutions is a challenge. The use of simple tools to quantify this perception would bring important benefits to the healthcare sector. Our aim is to describe the use of a traditional market tool for the evaluation of customer experience and satisfaction, the Net Promoter Score (NPS), to assess patients' perception of the practice of international safety goals in health institutions.

Methods: Through a mobile application, we present to patients the basic concepts of the 6 international patient safety goals of the World Health Organization and at the end of each instruction, we request their evaluation, using the NPS tool with questions adapted to the patient safety scenario. We call this adapted NPS of Net Promoter Safety Score, NPS–S.

Results: During a 6 months period, 352 users download the app in more than 94 different healthcare services in Brazil and made 1719 evaluations about their safety experience, with the average NPS-S of 45%, that means a score in the improvement zone.

Conclusions: patient engagement is essential for the reduction of adverse events. In this study, the Net Promoter Safety Score adapted to patient safety issues, the NPS–S, was easy to understand by users and may be a very useful tool to translate patient perceptions into manageable data, helping health institutions to develop the culture of safety.

Keywords: Net Promoter Score; Cancer; Protocol

References

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Citation

Citation: Salvador Gullo Neto and Philip Greiner. “Patient Experience on International Safety Goals Using Adapted Net Promoter Score - NPS-S". Acta Scientific Medical Sciences 5.1 (2021): 51-55.

Copyright

Copyright: © 2021 Salvador Gullo Neto and Philip Greiner. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.