Portal of transparency

Lines of action

User experience

The Consorci Sanitari Integral has adopted a new new methodology to know the user's experience in a simple, immediate way and with a comparative perspective with the rest of the sector. It's the system Net Promoter Score (NPS), which identifies users between promoters, passives and detractors. These users answer two or three very simple questions via e-mail once the assistance is over. With this tool, which is already applied to the health sector, a higher percentage of user participation is achieved. The methodology makes it possible to know the strong points of the organization to maintain and share, as well as the areas of improvement.

The Consorci Sanitari Integral has adopted a new methodology, the system Net Promoter Score (NPS), to know the user's experience in a simple, immediate way and with a comparative perspective with the rest of the sector, which identifies users between promoters, passives and detractors, in relation to loyalty to valued health services .

The methodology used consists of sending an e-mail to all patients who have had contact with the different levels of care and for whom the Conorci has their e-mail address. In this email, patients can answer two or three very simple questions after the assistance is completed. The rating range of the NPS derived from the responses goes from -100 to +100.

With this tool, which is already applied in the health sector, a higher percentage of user participation is achieved and allows to know in real time both the strong points of the organization, to maintain and share, as well as the areas of improvement institution