315 Patient experience analyzed through net promoter score (NPS) in the emergency medical service

BackgroundQuality 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.MethodIn 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.ResultsThere 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).ConclusionThere 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 interestNone.FundingNothing to declare.