Introduction: Measuring patient’s experience and satisfaction within the Emergency Department (ED) is an integral component in evaluating overall healthcare performance, quality of care and patient health outcomes. Internationally, there are a wide range of patient experience measurement tools for the ED’s that often create a significant number of resources to interpret without direct practice change.
Aim: To identify if the Net Promoter Score (NPS) when combined with the patient experience officer rounding survey provides a better understanding to the human experience in the ED.
Methods: A 12-month retrospective survey audit (January 2023 - December 2023) using the NPS tool (scale of 0 to 10; one question) and the patient experience rounding surveys (12 questions). Patient Experience Officers supported patients to complete the NPS and rounding survey.
Results: A total of 306 adult (n=283) and paediatric (n=23) patients completed the survey, majority were females (n=154; 50.3%) and average age of 61 years (SD 33.2). The overall NPS score was +80, which equates to a ‘world class’ score according to inventors Bain and Company. The NPS calculator results included 251 promoters (score of 9 or 10), 47 passives (score 7 or 8), and 7 detractors (score 6 or below). These results are comparable to the 12-question survey where patients rated highly across all categories: overall care and communication (93%); felt up to date with their plan and journey (98.6%); received assistance within a reasonable timeframe (98.6%) and they were involved in their decisions about care and treatment (97%).
Conclusion: While the NPS identified patient experience levels, it did not provide sufficient detail to determine dimensions of emergency care that individually contributed to a positive experience. In contrast, the patient rounding survey provided immediate feedback to enact actions that addressed both positive and negative responses.