We explored the outcome of staged bilateral total
knee replacement (TKR) for symmetrical degenerative joint disease
and deformity in terms of patient expectations, functional outcome
and satisfaction. From 2009 to 2011, 70 consecutive patients (41
female) with a mean age of 71.7 years (43 to 89) underwent 140 staged
bilateral TKRs at our institution, with a mean time between operations
of 7.8 months (2 to 25). Patients were assessed pre-operatively
and at six and 12 months post-operatively using the Short Form-12,
Oxford knee score (OKS), expectation questionnaire and satisfaction
score. The pre-operative OKS was significantly worse before the
first TKR (TKR1), but displayed significantly greater improvement
than that observed after the second TKR (TKR2). Expectation level
increased from TKR1 to TKR2 in 17% and decreased in 20%. Expectations
of pain relief and stair-climbing were less before TKR2; in contrast,
expectations of sporting and social activities were greater. Decreased expectations
of TKR2 were significantly associated with younger age and high
expectations before TKR1. Patient satisfaction was high for both
TKR1 (93%) and TKR2 (87%) but did not correlate significantly within
individuals. We concluded that satisfaction with one TKR does not
necessarily translate to satisfaction following the second. Cite this article:
Satisfaction with care is important to both patients
and to those who pay for it. The Net Promoter Score (NPS), widely
used in the service industries, has been introduced into the NHS
as the ‘friends and family test’; an overarching measure of patient
satisfaction. It assesses the likelihood of the patient recommending
the healthcare received to another, and is seen as a discriminator
of healthcare performance. We prospectively assessed 6186 individuals
undergoing primary lower limb joint replacement at a single university
hospital to determine the Net Promoter Score for joint replacements
and to evaluate which factors contributed to the response. Achieving pain relief (odds ratio (OR) 2.13, confidence interval
(CI) 1.83 to 2.49), the meeting of pre-operative expectation (OR
2.57, CI 2.24 to 2.97), and the hospital experience (OR 2.33, CI
2.03 to 2.68) are the domains that explain whether a patient would
recommend joint replacement services. These three factors, combined
with the type of surgery undertaken (OR 2.31, CI 1.68 to 3.17),
drove a predictive model that was able to explain 95% of the variation
in the patient’s recommendation response. Though intuitively similar,
this ‘recommendation’ metric was found to be materially different
to satisfaction responses. The difference between THR (NPS 71) and
TKR (NPS 49) suggests that no overarching score for a department
should be used without an adjustment for case mix. However, the
Net Promoter Score does measure a further important dimension to
our existing metrics: the patient experience of healthcare delivery. Cite this article:
