The evaluation of patient satisfaction is a recognized indicator of the quality of care and services provided by a hospital.
Since 2001, the HUG has conducted a survey of approximately 3,000 patients who have been hospitalized for more than 24 hours. They answer a questionnaire containing 44 questions. The response rate is over 50%. The data collected provides a valuable insight into what patients appreciate, and areas that require improvement.
In 2017, 98% of patients said they were satisfied with the care received and more than 89% felt that they had been treated safely, compared to 83% in 2012. The vast majority of respondents felt that employees were readily available (doctors: 95%; nurses: 90%) and that they were looked after with kindness, whether by medical staff (97%), nurses (97%) or those in admissions (96%).
Seven out of 10 patients (70% vs. 64% in 2012) reported that scheduled exams were performed on time. More than 8 out of 10 (84%, compared to 81% in 2012) said that in the event of having to wait, an explanation had been provided.
% of satisfaction | |
moral support | 70.5 |
respect for the individual | 75.4 |
keeping the family informed | 73.1 |
keeping the patient informed | 76.4 |
specific information for surgery | 73.6 |
physical well-being | 87.1 |
organization of discharge | 66.3 |
treatment coordination | 75.8 |
overall impression | 92.9 |
In 2017, the potential for improvement related to:
Several initiatives are now underway to improve satisfaction in these areas. When it comes to returning home, each patient now automatically receives a treatment card on the day of discharge. This card describes the required treatment and its side effects, in terms that everyone can understand.
View a summary of the satisfaction survey results (FR).
Improvements in patient satisfaction
Between 2012 and 2017, satisfaction increased the most for the following items:
- The feeling of having been treated safely
- Availability of nurses
- Explanations given in the event of having to wait
- Punctuality of scheduled exams
- Admission procedures.