Patient satisfaction

The patient survey is a core part of the Hirslanden Private Hospital Group’s quality management efforts. It is the only way our hospitals can continually improve their ability to meet our patients’ needs and deliver ever greater patient value and benefits.

Hirslanden uses a survey with about 80 questions to continually gather data about patient satisfaction. A selection of the results is available below. The full results are published monthly on Hirslanden’s results website. 

ANQ

Hirslanden has also been measuring patient satisfaction since 2011 in accordance with the requirements of the ANQ (Swiss National Association for Quality Development in Hospitals and Clinics) and can therefore be accurately compared to other hospitals throughout Switzerland. The ANQ survey is conducted in September every year.

See the ANQ results

 

Press Ganey surveys – more than just patient satisfaction

31 000 Patients completed the survey
87.7% Satisfaction rate
98.2% Recommendation rate

Press Ganey

With the assistance of Press Ganey, the Hirslanden Private Hospital Group has been gathering information about both patient satisfaction and the overall patient experience since spring 2017. Every inpatient receives a survey to fill out when they are discharged from hospital, so data is collected all year round.

 

This makes the results much more informative and relevant. The about 80 questions in the Press Ganey survey enable Hirslanden to enquire about the quality of the medical care provided by the nurses and doctors, as well as the quality of the food, the cleanliness of the rooms and numerous other factors that can be observed and evaluated by patients during their stay in hospital. This feedback is collected using different types of questions.

 

The HCAHPS questions (Hospital Consumer Assessment of Healthcare Providers and Systems) are used to determine how often the patient was able to experience a particular service or procedure and the Press Ganey questions allow them to subjectively rate those experiences.

 

Quality from a patient’s perspective – Three oncology patients tell their stories