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  4. Patient Satisfaction
    1. Patient Satisfaction
Quality

Patient Satisfaction

The patient survey is a core part of the Klinik Beau-Site’s quality management efforts. It is the only way our hospital can continually improve their ability to meet our patients’ needs and deliver ever greater patient value and benefits.

Overall satisfaction and recommendation - March 2021

91.0 Satisfaction rate

The five response categories (very bad, bad, moderate, good, very good) are converted into a scale value between 0 - 100. The mathematical average of the data set is then specified based on that.

89.6 International Benchmark

The benchmark/comparison value is comprised of all international responses combined and provides information about the international satisfaction in comparison to the achieved satisfaction at the hospital.

89.2 Recommendation rate

The five response categories (very bad, bad, moderate, good, very good) are converted into a scale value between 0 - 100. The mathematical average of the data set is then specified based on that.

88.8 International Benchmark

The benchmark/comparison value is comprised of all international responses combined and provides information about the international satisfaction in comparison to the achieved satisfaction at the hospital.

Patient experience - Detailed results - March 2021

Topic to be evaluated

Satisfaction /100

Included questions

General satisfaction

87.0

  • Staff cooperation with respect to care
  • Probability of recommendation
  • Overall assessment of the care received at the hospital
Admissionn/a
  • Speed of the admissions process
  • Politeness of the admissions staff
Rooms83.6
  • Cleanliness of the room
  • Politeness of the staff who cleaned the room
  • Room temperature
  • Noise level in the room and the vicinity of the room
Meals80.8
  • Explanations in the event of a special or limited diet
  • Temperature of the meal (cold dishes cold, warm dishes warm)
  • Quality of the food
  • Politeness of the staff who served the meals
  • Probability that the selected meal was served
Nursing staff88.7
  • Friendliness/politeness of the nursing staff
  • Response speed when the bell was pressed
  • Attitude of the nursing staff toward requests
  • Level of attention paid to the specific or personal needs
  • Information provided by the nursing staff
  • Qualification of the nursing staff
  • Nursing staff’s tactfulness and response time with respect to pain
  • Nursing staff’s speed when administering pain medications
Examination and treatmentn/a
  • Waiting time for examinations or treatments
  • Explanation of what will happen during the examination and treatment
  • Competence of the staff member who drew blood (e.g. speed, little pain)
  • Friendliness/politeness of the staff member who drew blood
  • Competence of the staff member who started the intravenous treatment (e.g. speed, little pain)
  • Friendliness/politeness of the staff member who started the infusion
Visitors and familyn/a
  • Amenities and comfort for family and visitors
  • Behaviour of the staff toward family and visitors
Doctors91.4
  • Time spent with the doctor
  • Doctor’s interest with respect to questions and concerns
  • Information provided by the doctor
  • Friendliness/politeness of the doctor
  • Competence of the doctor
  • Doctor’s hand hygiene/disinfection habits (if observed)
Dischargen/a
  • Patient condition upon discharge
  • Speed of the discharge process after confirmation of a discharge
  • Home care instructions received
Emergency departmentn/a
  • Politeness of the emergency department staff
  • Information about potential delays at the emergency department
  • Information about your own health status and treatment
  • Overall assessment of the support and treatment at the emergency department
  • Probability of recommending the emergency department
Personal well-being87.7
  • Protection of privacy by the staff
  • Quality of pain management
  • Hospital staff’s reaction to emotional needs
  • Reaction to local concerns/symptoms
  • Inclusion in treatment decision
  • Staff’s respect toward cultural, ethnic and religious needs
  • Introduction of the employees
  • Assurance of the safety of the medical treatment
  • Staff’s hand hygiene/disinfection habits (if observed)
Further servicesn/a
  • Waiting time for medications from the hospital chemist before discharge

National satisfaction measurement according to 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