Related Experiment Video
Updated: Aug 12, 2025
Assessment and Evaluation of the High Risk Neonate: The NICU Network Neurobehavioral Scale
Published on: August 25, 2014
Net Promoter Score (NPS) as a tool to assess parental satisfaction in pediatric intensive care units
Victoria Noremberg Bitencourt1, Francielly Crestani1, Marina Zanette Peuckert1
1Pontifícia 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.
Insights
The Net Promoter Score (NPS) effectively identifies satisfied parents in pediatric intensive care units (PICUs). However, it has limited ability to detect dissatisfied parents, indicating lower specificity for this group.
Area of Science:
- Pediatric Healthcare
- Patient Experience Measurement
- Quality Improvement in Critical Care
Background:
- Parental satisfaction is crucial in pediatric intensive care units (PICUs).
- Assessing parental satisfaction accurately is essential for quality improvement initiatives.
- The Net Promoter Score (NPS) is a widely used metric, but its utility in PICUs needs validation.
Purpose of the Study:
- To evaluate the Net Promoter Score (NPS) as a tool for measuring parental satisfaction in PICUs.
- To compare the performance of NPS against a validated measure of parental experience.
Main Methods:
- An observational, cross-sectional, multicenter study was conducted in 5 Brazilian PICUs.
- Parents of children admitted to PICUs completed the NPS, the EMpowerment of PArents in THe Intensive Care (EMPATHIC-30) questionnaire (gold standard), and a sociodemographic survey.
- Data were analyzed by dichotomizing scores at the median and comparing the association and distribution between NPS and EMPATHIC-30.
Main Results:
- The study included 78 parents/legal guardians, with 85% being female and 62% from private hospitals.
- The median NPS was 10, and the median EMPATHIC-30 score was 5.7.
- NPS demonstrated high sensitivity (up to 100%) in identifying satisfied parents but showed poor specificity (0% to 47.4%) in identifying dissatisfied parents.
Conclusions:
- The Net Promoter Score (NPS) is a sensitive indicator for parental satisfaction in the PICU setting.
- NPS exhibits limitations in accurately identifying dissatisfied parents, suggesting a need for caution when interpreting low scores.
- Further research may be needed to refine NPS or use complementary tools for comprehensive parental experience assessment in PICUs.
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.
More Related Videos
06:19Author Spotlight: Implications of Non-Nutritive Sucking on Speech Emergence and Infant Development
Published on: April 19, 2024
06:05The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time
Published on: February 19, 2021
Related Concept Videos
01:15Nursing Evaluation
01:11Pulse Assessment Sites
01:27Nursing Clinical Information System
A Nursing Clinical Information System (NCIS) is a specialized type of healthcare information system tailored to meet the unique needs of nursing practice. It incorporates the principles of nursing informatics to streamline information management and improve the quality of care delivery.
Critical attributes of NCIS include:
01:21Methods of Documentation III: PIE
01:27Parentral Nutrition: Centeral and Peripheral Parental Nutrition
PN can be administered through two primary routes:
1. Central Parenteral Nutrition (CPN):
CPN involves delivering a high concentration of nutrients through a large vein. This is typically achieved using a Peripherally Inserted Central Catheter (PICC) or,...
01:13Sensitivity, Specificity, and Predicted Value
Sensitivity is the...