Patient surveys are a central component of the quality management system at AndreasKlinik Cham Zug. Only in this way can we continuously improve our ability to meet patients’ needs and thereby increase patient benefit.
Overall Satisfaction & Recommendation – March 2021
93.5 satisfaction rate
The five response categories (very poor, poor, fair, good, very good) are converted into scale values ranging from 0 to 100. The arithmetic mean of the data set is then calculated and reported.
89.6 International Benchmark
The benchmark value is derived from all international responses and indicates international satisfaction in comparison with the level of satisfaction achieved by the clinic.
94.1 recommendation rate
The five response categories (very poor, poor, fair, good, very good) are converted into scale values ranging from 0 to 100. The arithmetic mean of the data set is then calculated and reported.
88.8 International Benchmark
The benchmark/comparison value is derived from all international responses and indicates international satisfaction in comparison with the level of satisfaction achieved by the clinic.
Patient Experience – Detailed Results – March 2021
| Topic | Satisfaction /100 | Included Questions |
|---|---|---|
| Overall Satisfaction | 90.0 | Staff collaboration with regard to patient care; Likelihood of recommendation; Overall rating of the care received at the clinic |
| Admission | n/a | Speed of the admission process; Courtesy of the staff during admission |
| Room | 87.3 | Cleanliness of the room; Courtesy of the staff responsible for room cleaning; Room temperature; Noise level in the room and surrounding area |
| Meals | 87.9 | Explanations for special or restricted diets; Meal temperature; Quality of the food; Courtesy of meal service staff; Likelihood that the selected meal was served |
| Nursing Staff | 90.7 | Friendliness/courtesy; Responsiveness to call bell; Attitude toward requests; Attention to personal needs; Information provided; Professional competence; Sensitivity to pain; Timeliness of pain medication |
| Examinations and Treatments | n/a | Waiting time; Explanation of procedures; Skill and courtesy of staff drawing blood; Skill and courtesy of staff starting IV therapy |
| Visitors and Family | n/a | Amenities and comfort for visitors; Staff attitude toward family and visitors |
| Physicians | 90.1 | Time spent with physician; Interest in questions and concerns; Information provided; Friendliness/courtesy; Professional competence; Hand hygiene (if observed) |
| Discharge | n/a | Condition at discharge; Speed of discharge process; Instructions for care at home |
| Emergency Department | n/a | Courtesy of staff; Information about delays; Information about health status and treatment; Overall rating; Likelihood of recommendation |
| Personal Well-Being | 90.3 | Privacy protection; Pain management quality; Attention to emotional needs; Response to concerns; Involvement in decisions; Respect for cultural/religious needs; Staff introductions; Treatment safety; Hand hygiene (if observed) |
| Additional Services | n/a | Waiting time for medications from the hospital pharmacy prior to discharge |
National Satisfaction Measurement in accordance with ANQ
In addition to Press Ganey, Hirslanden has been measuring patient satisfaction since 2011 in accordance with the requirements of the ANQ (National Association for Quality Development in Hospitals and Clinics), thereby participating in national benchmarking. The survey is conducted once a year, in the month of September.
