Abstract Background and Aims Patient perspectives about the level of attention provided in chronic hemodialysis (HD) are increasingly considered cornerstones in individualization of true patient-centred and high-value care. The objective of our work was to evaluate the time dependent evolution of the level of patient perception of care (PPC) in a large dialysis provider. Method A multicenter retrospective observational study in HD patients was conducted in 19 countries. Responses to an anonymous PPC survey were collected, in all eligible patients, in 2021, 2022 and 2023 and analyzed using Kruskal-Wallis method. PPC survey is composed of several questions covering 12 areas, considered fundamental in hemodialysis care: “Access”, “Communication”, “Fluid intake and diet”, “Information”, “Needling”, “Privacy and dignity”, “Scheduling and planning of your appointments”, “Sharing decisions about your care”, “Support”, “Tests and investigations”, “The environment” and “Transport”. The level of satisfaction about medical staff interactions and level of care before, during and after dialysis, are individually graded from 0 and 7 obtaining a final average PPC score, with a higher score representing a better perception of the level of care provided. Additionally, a Net Promoter Score (NPS) is calculated with a single-question survey and valued between −100 to +100. Results were presented as means and a p-value below 0.05 was considered statistically significant. Results All HD patients from 19 countries, with valid responses in the PPC surveys performed in 3 years were included. The response rate increased throughout the period of evaluation: 89.2% in 2021, 86.8% in 2022 and 93.8% in 2023. Generally, an improvement in mean PPC score was observed: 6.30 in 2021, 6.36 in 2022 and 6.43 in 2023 and NPS score also increased over time: 62% in 2021, 66% in 2022 and 68% in 2023. Along the time, the three areas with higher and lower scores were fairly stable: “Fluid intake”, “Information” and “Privacy and dignity” in the top three, and “Needling”, “Transport” and “Sharing decisions about your care” in the bottom three valued parameters. With the exception of “The environment” and “Transport”, all the scores presented an average equal or higher than 6. Conclusion PPC scores in our dialysis population showed a good level of perception of the level of care provided and improved throughout the 3 years of the study evaluation. Despite this, the survey consistently identified three main areas of improvement and motivated the creation and implementation of oriented programs in our population. Re-evaluation of the effect of these interventions in the next survey will be fundamental to guide further actions.
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