NPS-S
Net Promoter Score for Patient Safety
PSPI
The best tool to measure patient’s perception of the 6 international Patient safety goals
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NPS-S
Net Promoter Score (NPS) is a tool designed to measure the loyalty of customers across various industries, reflecting their experience and satisfaction.
*The One Number You Need – Fred Heichheld – Harvard Business Review 2003 / Net Promoter, Net Promoter Score and NPS are registered trademarks of / Fred Reichheld, Satmetrix Systems, Inc., and Bain & Company, Inc.
What is NPS-S?
It is the NPS methodology adapted to assess the perception of healthcare service users regarding adherence to the 6 basic patient safety goals. In NPS-S, only the questions are modified, preserving the entire calculation methodology of the original NPS method. The adaptation of NPS for patient safety goals was first proposed by Gullo and Greiner
**Patient Experience on International Safety Goals Using Adapted Net Promoter Score – NPS-S. Salvador Gullo Neto and Philip Greiner. Acta Scientific Medical Sciences 5.1 (2021): 51-55.
Example:
Based on your perception of how the team attending to you sanitizes their hands, would you recommend this healthcare service to someone in need of medical assistance?
The user responds to the question through a visual analog scale, exemplified below:
The user responds to the question through a visual analog scale, exemplified below:
The results obtained from the NPS-S calculation are classified into 4 zones, following the same format proposed by the NPS.
The results obtained from the NPS-S calculation are classified into 4 zones, following the same format proposed by the NPS.
From -100 to -1
From 0 to 49
From 50 to 74
From 75 to 100
Critical Zone
Improvement Zone
Quality Zone
Excellence Zone
Each of the 6 basic patient safety goals is evaluated separately, generating its individual NPS-S result. This allows healthcare managers to measure patients’ perception of the effective implementation of different basic patient safety protocols.
NPS – S Goal 1
Identify patients correctly.
NPS – S Goal 2
Improve effective communication.
NPS – S Goal 3
Improve the safety of high-alert medications.
NPS – S Goal 4
Ensure safe surgery.
NPS – S Goal 5
Reduce the risk of health care-associated infections.
NPS – S Goal 6
Reduce the risk of patient harm resulting from falls.
PSPI
The NPS-S results of the 6 patient safety goals are consolidated into a single institutional index, the Patient Safety Perception Index, or PSP Index.
NPS – S Goal 1
NPS – S Goal 2
NPS – S Goal 3
NPS – S Goal 4
NPS – S Goal 5
NPS – S Goal 6
PSPI
PATIENT SAFETY
PERCEPTION INDEX
BENCHMARKING PSPI BRASIL
Patient Safety Perception Index - PSPI
76%
25 Healthcare Institutions
From: 01/07/2020 to 30/06/2023
18.784 Patients
55.439 reviews
Patient Safety Perception Index - PSPI
76%
25 Healthcare Institutions
From: 01/07/2020 to 30/06/2023
18.784 Patients
55.439 reviews
From -100 to -1
From 0 to 49
From 50 to 74
From 75 to 100
Critical Zone
Improvement Zone
Quality Zone
Critical Zone
BENCHMARKING NPS-S BRASIL
25 Healthcare Institutions
From: 01/07/2020 to 30/06/2023
Goal 1
Correct Identification
NPS - S 63%
Quality Zone n: 13184
Goal 2
Team Communication
NPS - S 66%
Quality Zone n: 8933
Goal 3
Safety with Medication
NPS – S 84%
Quality Zone n: 8657
Goal 4
Safety with Medication
NPS - S 85%
Quality Zone n: 8090
Goal 5
Safety with Medication
NPS - S 86%
Quality Zone n: 8345
Goal 6
Fall Prevention
NPS - S 81%
Quality Zone n: 8361