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315 Patient experience analyzed through net promoter score (NPS) in the emergency medical service
  1. K Kaartinen,
  2. U Sipilä,
  3. P Setälä,
  4. S Hoppu
  1. Centre for Prehospital Emergency Care, Tampere University Hospital, Finland


Background Quality measurements in the prehospital emergency medical service (EMS) have focused mainly on response-time. Net promoter score (NPS) is a simple, one-question method widely used in business and health care to assess patient satisfaction. The aim of this study was to analyze feasibility and primary results of customized NPS in the EMS.

Method In August 2021, EMS providers asked a permission on every mission for a latter, text message based patient satisfaction survey. The patients graded their general experience on scale from 0 to 10. They had a chance to further assess their experience on eight subquestions and write down a free comment. The research group validated all answers.

Results There were 6610 EMS missions during study time. We sent 3010 text messages to the patients and got 629 answers. The total NPS score was 59 after validation. People living in low-density communities (NPS 68) intended to give higher NPS score than people in medium-density (NPS 64) or in high-density communities (NPS 54); P=0.02. Higher NPS was associated to missions of higher priority (A priority being the highest and D the lowest; A 71; B 64; C 58 and D 47; P=0.02).

Conclusion There is an increasing interest in measuring quality in EMS. NPS is easy to commence but needs proper implementation to achieve more answers. The NPS 59 achieved in this cohort was good, compared to NPS results in general and gives a comparison point for future patient satisfaction surveys in EMS.

Conflict of interest None.

Funding Nothing to declare.

This is an open access article distributed in accordance with the Creative Commons Attribution Non Commercial (CC BY-NC 4.0) license, which permits others to distribute, remix, adapt, build upon this work non-commercially, and license their derivative works on different terms, provided the original work is properly cited, appropriate credit is given, any changes made indicated, and the use is non-commercial. See: .

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