Development of patient satisfaction surveys in the Czech Republic: a new approach to an old theme

Although patient satisfaction surveys have become well established features of Western healthcare systems, free expression was suppressed for much of the past 50 years in the Czech Republic. As part of a quality assurance program established at the University Hospital Kralovske Vinohrady in Prague, and under the direction of a sociologist, a patient satisfaction pilot study was instituted as a precursor to a broader and ongoing survey. A cohort of 150 patients who were discharged following hospitalization on one of three medical or surgical services were given the opportunity to respond to a 36 item questionnaire devised as a result of study of similar instruments, 101 completed the questionnaire. Patients who responded were comparable to those hospitalized on these services, and other factors, demographic and otherwise, were likewise comparable. Once the concerns regarding the opportunity for free expression were addressed, it was found that interpersonal interactions with physicians, nurses, and other healthcare personnel provided the greatest satisfaction for patients and greatly exceeded amenities such as the quality of the hospital room and food. As a result of this pilot study, a subsequent survey of more than 500 patients has begun. It is believed that such surveys will provide useful data for quality assurance as well as involving patients in an assessment of the care provided.