Implementation of the Net Promoter Score (NPS) as an indicator of humanization and quality in the SUS

Abstract

Quality assessment in healthcare services has increasingly incorporated tools capable of measuring patient experience and supporting care improvement processes. In this context, the Net Promoter Score (NPS) has been utilized as a management tool to evaluate user satisfaction and the likelihood of service recommendation. This study aimed to examine the implementation of the NPS as an indicator of humanization and quality within the management of the Unified Health System (SUS). It is an integrative literature review based on the analysis of nine studies published between 2021 and 2025, addressing the application of the NPS or patient experience assessment tools across various care settings. The results reveal high levels of user satisfaction and demonstrate that factors such as effective communication, the bond between professionals and patients, service organization, and quality of care directly influence the perception of the care received. Thus, the NPS serves as a quality management tool, contributing to the identification of service weaknesses and the development of strategies for continuous care improvement. The study concludes that the NPS holds significant potential to strengthen humanization practices and enhance quality management in healthcare services, particularly when combined with strategies for active listening and user participation.