AI Article Synopsis
- The study aimed to evaluate the effectiveness of the Net Promoter Score (NPS) in measuring parental satisfaction in pediatric intensive care units (PICUs) in Brazil.
- The research involved interviewing 78 parents or guardians of PICU patients and comparing NPS results with the established EMPATHIC-30 tool, finding that NPS was highly sensitive but lacked specificity in identifying dissatisfied respondents.
- While the NPS showed 100% sensitivity at most cutoff points, its ability to accurately pinpoint unhappy users was significantly limited, indicating a need for complementary assessment methods.
Article 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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Source |
|---|---|
| http://www.ncbi.nlm.nih.gov/pmc/articles/PMC10202723 | PMC |
| http://dx.doi.org/10.1016/j.jped.2022.11.013 | DOI Listing |
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