The measurement of health care quality includes many challenges. Measurements must be taken because there is no better source for ideas for improvement nor is there a better way to know that improvement has taken place. Within this framework, patient satisfaction surveys provide important data for researchers looking to the future as well as providing formative evaluations for current practitioners.
Baskent University health facilities' multidisciplinary teams have performed periodic patient satisfaction surveys in order to identify strengths and problems areas, formulate quality improvement objectives, and monitor progress in achieving these objectives. This paper presents findings of systematic assessments and measurements of health service from the perspective of the patients.
These surveys have been carried out at three different places: 1) Outpatient clinics, 2) Patients on their day of discharge from the hospital, and 3) One month after discharge. Each survey is delivered personally -- at the outpatient clinic, in the room of the about-to-be-discharged patient, or at their homes.
The systematic processing of data collected offers the opportunity to identify critical factors about hospital care. Findings to date indicate that patient satisfaction is related to the effectiveness of the provider's manner, the amount of information conveyed by the provider, the provider's technical and interpersonal skills, and the length of the waiting time. Efforts by health care personnel have been encouraged through widespread feedback of information and possible solutions and by providing follow-up information reflecting the results of ameliorative actions.
Learning Objectives: -Patient expectations and satisfaction are crucial since they have a potential influence on both health status and medical outcome -Patient satisfaction surveys provide important data for researchers looking to the future as well as providing formative evaluations for current practitioners
Keywords: Patient Satisfaction, Quality of Care
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.