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Patient Satisfaction

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

Press Ganey surveys – more than just patient satisfaction

With the assistance of Press Ganey, the Hirslanden Private Hospital Group has been gathering information about patient satisfaction since spring 2017. Every inpatient who provides their email address 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 approximately 70 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.

Overall satisfaction and recommendation - August 2020

 

90.4/100 Satisfaction rate

86.4/100 International Benchmark (comparison value)

 

91.9/100 Recommendation rate

89.2/100 International Benchmark (comparison value)

Patient experience - Detailed results - August 2020

Topic

Satisfaction /100

Included questions

General satisfaction

88.3
  • Staff cooperation with respect to care
  • Probability of recommendation
  • Overall assessment of the care received at the hospital
Admission 90.1
  • Speed of the admissions process
  • Politeness of the admissions staff
Rooms 81.2
  • 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
Meals 88.6
  • 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 staff 88.2
  • 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 treatment 88.5
  • 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 family 88.1
  • Amenities and comfort for family and visitors
  • Behaviour of the staff toward family and visitors
Doctors 91.8
  • 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)
Discharge 87.7
  • Patient condition upon discharge
  • Speed of the discharge process after confirmation of a discharge
  • Home care instructions received
Emergency department 87.3
  • 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-being 88.9
  • 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 services 88.6
  • 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

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

Patient satisfaction from the perspective of medical professionals