Correlação entre os instrumentos Net Promoter Score e Primary Care Assessment Tool na avaliação de serviços de Atenção Primária à Saúde no Brasil: resultados da PNAD Contínua.

Abstract

Evaluating Primary Health Care (PHC) services is essential for improving the quality of care, especially for children. In 2022, the Brazilian National Household Sample Survey (PNAD-C) included the short version of the Primary Care Assessment Tool (PCATool) and the Net Promoter Score (NPS) to assess user experiences in public PHC services. This cross-sectional observational study analyzed data from 4,745 caregivers of children, comparing the short PCATool and NPS in evaluating experiences with public PHC services in Brazil, using Pearson correlation, logistic regression, and confirmatory factor analysis. While 51% of respondents were classified as promoters by the NPS, only 28% assigned a high PHC-oriented score on the PCATool. The correlation between the instruments was 0.28 (p<0.001), with Accessibility and Longitudinality attributes also showing significant correlations with the NPS when reduced by Principal Component Analysis. Significant regional disparities were identified in the results of both instruments, highlighting inequalities in health service provision. The study confirms that the short instrument captures key attributes of child PHC and reinforces the complementary nature of the PCATool and NPS, suggesting that the NPS can serve as a practical starting point for health service evaluation, becoming even more relevant when used alongside the PCATool. The findings indicate that investments in accessibility and care continuity may contribute to greater user satisfaction.