AB1122 BENEFIT OF JOINT ULTRASONOGRAPHY IN RHEUMATOID CARE PATIENT SATISFACTION SURVEY WITH NPS® USING POCUS (POINT OF CARE ULTRASOUND)
Authors: I. Noguchi, K. Oda
Journal: Annals of the Rheumatic Diseases (2020)

Background: The roles of rheumatologists include patient education and information provision, and there is a report that patient care led by nurses gives high satisfaction. In addition, it has been reported that rheumatologists will no longer provide sufficient care for rheumatism and nurses may make up for the shortage (1). In order for patients to deal with diseases for a long time, it is necessary to communicate with patients through team approach to healthcare including nurses specialized in rheumatology, and to make efforts to further improve patient satisfaction. Objectives: The satisfaction of patients who had undergone joint ultrasound (MSKUS) by rheumatologist nurses who had been registered as sonographers by the Japan College of Rheumatology was evaluated using a net promoter score (NPS®) to investigate whether medical intervention by nurses improved patient satisfaction. Methods: A questionnaire survey was performed in 103 RA patients who visited our department. The contents were 2 points, and (1) MSKUS’s level of patient satisfaction and (2) MSKUS’s level of recommendation to others were investigated. In (1), whether or not (1) the echo test was good, (2) whether the test was done with peace of mind, (3) whether the time of the test was appropriate, and (4) whether or not the disease status was better understood after the test, and (5) whether or not the patient wished to undergo the echo test periodically, were asked on a 5 point scale (high evaluation to low evaluation, 1 ~ 5). Regarding (2), the doctor said “Would you like to recommend the joint echo test to other patients? This question was evaluated using NPS®, which is said to have strong correlation with patient satisfaction, growth, and business performance in various industries. Measurement method of NPS® The customer with the 9 ~ 10 point score is classified as a “recommendation” the customer with the 7 ~ 8 point score is classified as a “neutral person” and the customer with the 0 ~ 6 point score is classified as a “critical person” The value of NPS® is the value that comes out after subtracting the percentage of a critical person (%) from the percentage of a recommended person (%). Results: Questionnaires were administered to 103 RA patients and responses were obtained from all. (1) For the 5 items of patient satisfaction, 85% or more of the patients had high scores (1 and 2) for all the questions. (2) NPS® score was high at 67. The NPS® score was even higher in the group of patients without progression of joint destruction (Stage 1 and 2) at 79. Conclusion: It was suggested that when the nurse who usually coaches explained the symptoms immediately using POCUS, the patient’s satisfaction would be improved, and a sense of security would be provided for the test. In addition, NPS® is a unified questioning method and said to be highly correlated with customer satisfaction, and it was considered that POCUS leads to benefits in medical management. References: [1]Fusama M et al. Mod Rheumatol. 2017 Sep;27(5):886-893.; Survey on attitudes regarding EULAR recommendations for the role of nurses involved in medical care of patients with chronic inflammatory arthritis in Japan. Disclosure of Interests: None declared