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[Let us Ask the Consumer]
Karin Siegrist1, Peter Schlebusch, Ulrich Trenckmann
1Hans-Prinzhorn-Klinik, Hemer, Germany.
Objective:
Our study explores possibilities to do quality management by routinely assessing patient satisfaction in hospital. Which aspects of treatment and setting are vital for patients and how do they evaluate them? Do hospital departments differ concerning profiles of patient satisfaction? Does the analysis over time reveal relevant differences in quality? Which use can be made of the results in terms of quality management?
Method:
We report results of routine assessment of patient satisfaction by means of a questionnaire with adequate teststatistical properties. 2858 patients could be included.
Results:
Interpersonal aspects of treatment are vital for patients. We find differences between departments and over time. Feedback to the therapeutic teams have a practical impact.
Conclusion:
It is possible to integrate routine assessment of patient satisfaction into quality management.