PATIENT EXPERIENCE AND NET PROMOTER SCORE IN A STRUCTURED DERMATOLOGICAL IMMUNOBIOLOGIC CARE MODEL: REAL-WORLD EVIDENCE TO SUPPORT VALUE-BASED HEALTHCARE
Author(s)
Lívia Loamí Paula, MSc, PhD1, Fernanda Franco Munari, MSc1, Marlon Correa, BSc2, Moacyr Campos, MD1, Mateus Frederico de Paula, MSc1, Ismael Antiqueira Costa, MSc2, Dulcimara Johann, BSc2, Camila Detzel Fleith, BSc2, Sabrina Floriani, MSc2, Felipe Ribeiro Cabral Fagundes, PhD1.
1Hi! Healthcare Intelligence, São José dos Campos, Brazil, 2Unimed Santa Catarina, Joinville, Brazil.
1Hi! Healthcare Intelligence, São José dos Campos, Brazil, 2Unimed Santa Catarina, Joinville, Brazil.
OBJECTIVES: To evaluate patient-reported experience measures (PREMs) and Net Promoter Score (NPS) in a structured model for the provision of immunobiologic therapies in dermatology, and to assess their role as performance indicators within a value-based healthcare framework using real-world data.
METHODS: A real-world observational study included 27 patients with psoriasis or atopic dermatitis receiving immunobiologic therapies and followed between January 2024 and April 2025. Patient experience was assessed using standardized PREMs covering trust in the care team, satisfaction with guidance received, accessibility, shared decision-making, and overall satisfaction. Additional patient-reported domains included quality of life, activities of daily living, symptom control, emotional health, self-image, and sleep. NPS was calculated on a 0-10 scale.
RESULTS: Patient experience indicators showed consistently high performance. The mean NPS was 9.8. Mean scores were 9.8 for trust in the care team, 9.7 for satisfaction with guidance received, 9.7 for shared decision-making, and 9.6 for accessibility. Overall satisfaction reached 8.5. Patient-reported outcome domains were also favorable, including 8.8 for quality of life, 8.3 for activities of daily living, and 8.2 for symptom control. Lower, yet positive, scores were observed for emotional health (7.3), self-image (7.0), and sleep (5.9). Most patients reported minimal or no difficulty in daily activities and high perceived improvement after treatment initiation.
CONCLUSIONS: In this real-world setting, a structured model for dermatological immunobiologic therapies was associated with very high patient satisfaction, trust, and loyalty, reflected by an NPS close to 10 and consistently high PREMs scores. These findings indicate that care organization and delivery are key drivers of perceived value, beyond clinical outcomes alone. The routine use of PREMs and NPS may support value-based governance, benchmarking, and continuous quality improvement in high-cost specialty care.
METHODS: A real-world observational study included 27 patients with psoriasis or atopic dermatitis receiving immunobiologic therapies and followed between January 2024 and April 2025. Patient experience was assessed using standardized PREMs covering trust in the care team, satisfaction with guidance received, accessibility, shared decision-making, and overall satisfaction. Additional patient-reported domains included quality of life, activities of daily living, symptom control, emotional health, self-image, and sleep. NPS was calculated on a 0-10 scale.
RESULTS: Patient experience indicators showed consistently high performance. The mean NPS was 9.8. Mean scores were 9.8 for trust in the care team, 9.7 for satisfaction with guidance received, 9.7 for shared decision-making, and 9.6 for accessibility. Overall satisfaction reached 8.5. Patient-reported outcome domains were also favorable, including 8.8 for quality of life, 8.3 for activities of daily living, and 8.2 for symptom control. Lower, yet positive, scores were observed for emotional health (7.3), self-image (7.0), and sleep (5.9). Most patients reported minimal or no difficulty in daily activities and high perceived improvement after treatment initiation.
CONCLUSIONS: In this real-world setting, a structured model for dermatological immunobiologic therapies was associated with very high patient satisfaction, trust, and loyalty, reflected by an NPS close to 10 and consistently high PREMs scores. These findings indicate that care organization and delivery are key drivers of perceived value, beyond clinical outcomes alone. The routine use of PREMs and NPS may support value-based governance, benchmarking, and continuous quality improvement in high-cost specialty care.
Conference/Value in Health Info
2026-05, ISPOR 2026, Philadelphia, PA, USA
Value in Health, Volume 29, Issue S6
Code
PCR38
Topic
Patient-Centered Research
Disease
No Additional Disease & Conditions/Specialized Treatment Areas