净推荐值（NPS）作为评估儿科重症监护病房家长满意度的工具。
Net Promoter Score (NPS) as a tool to assess parental satisfaction in pediatric intensive care units.
机构信息
Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS), Programa de Pós-Graduação em Pediatria e Saúde da Criança da Escola de Medicina, Porto Alegre, RS, Brazil.
Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS), Programa de Pós-Graduação em Pediatria e Saúde da Criança da Escola de Medicina, Porto Alegre, RS, Brazil.
出版信息
J Pediatr (Rio J). 2023 May-Jun;99(3):296-301. doi: 10.1016/j.jped.2022.11.013. Epub 2023 Jan 28.
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.
目的
验证净推荐值（NPS）作为评估儿科重症监护病房（PICU）中家长满意度的工具的性能。
方法
作者在巴西 5 家医院的 PICU 中进行了一项观察性横断面多中心研究。合格的参与者为 PICU 住院儿童的父母或法定监护人，年龄在 18 岁或以上。NPS 与作为金标准的家长赋权在重症监护中量表（EMPATHIC-30）以及一份社会人口统计学问卷一起进行评估。为了进行分析，结果被分为大于或等于测试中位数的值。评估了两种工具之间的关联，并比较了它们结果的分布。
结果
对 78 名 PICU 住院儿童的家长或法定监护人进行了访谈。受访者中，85%为女性，62%在私立医院。NPS 的中位数为 10（IQR，10-10），EMPATHIC-30 评分的中位数为 5.7（IQR，5.4-5.9）。与金标准相比，NPS 在所有截止点的敏感性均为 100%，除了截止点 10 稍低（97.5%）。特异性方面，NPS 的表现较差，其值范围从 0%（NPS≥5）到 47.4%（NPS=10）。
结论
NPS 被证明是评估家长满意度的一种敏感工具，但识别样本中不满意用户的能力较差。
Zotero 插件