Emergency Room

Average waiting time to be attended, expressed in minutes, according to the patient's level of urgency.

Measures the number of patients treated in the Emergency Department who, after being discharged home, returned to the Emergency Department on an unplanned basis within 72 hours.

• Stroke treatments: Number of stroke treatments performed at the hospital.
• Door-to-CT time: Time, in minutes, from the arrival of a patient with stroke symptoms at the Emergency Department until a CT scan is performed to confirm the stroke diagnosis.
• Door-to-needle time: Time, in minutes, from the arrival of a patient with stroke symptoms at the Emergency Department until the start of intravenous thrombolytic treatment.
• Mortality following intravenous treatment: Stroke patients treated with intravenous thrombolysis who died.
• Mortality following endovascular treatment: Stroke patients treated using endovascular techniques (thrombectomy) who died.

• Satisfaction score (NPS): Indicator based on the likelihood that a patient would recommend the Emergency Department. It is calculated as the difference between the number of promoters (patients who rate the Emergency Department 9 or 10) and detractors (patients who rate it 6 or below).
• Satisfaction rating: Average satisfaction score reported by patients after their visit to the Emergency Department.
• Patient loyalty: Percentage of patients who would return to the hospital's Emergency Department if needed. It is calculated as the proportion of promoter or neutral patients (score of 7 or higher) among all patients.
• Top 10 reasons for satisfaction: Main factors positively valued by patients after their visit to the Emergency Department.
• Top 10 reasons for dissatisfaction: Main complaints or opportunities for improvement identified by patients after their visit to the Emergency Department.