Getting patient feedback

Evaluation of patient feedback

Target goal Indicators Objective Level Person in charge
Patient satisfaction Patient satisfaction index by: 
  • Number of suggestions received from patients;
  • Percentage of complaints considered objective by the medical board;
  • Number of complaints resolved in favor of patients.
 Minim 95% Strategic Manager and Medical Board
Analysis of patient satisfaction questionnaires and taking appropriate measures through: 
  • Number of completed questionnaires;
  • Number of improvement measures taken. 
 100%

The patient satisfaction evaluation process in the hospital is shown in figure no. 4

figure4

Figure 4. Description of evaluation process of patient satisfaction in hospital

Increasing the quality of services provided by continuous monitoring of quality indicators:

    • In-hospital mortality rate;
    • Nosocomial infections rate;
    • Rate of patients readmitted within 30 days of discharge;
    • Index of concordance between the diagnosis at admission and discharge diagnosis;
    • Percentage of patients transferred to other hospitals of all patients hospitalized;
    • Number of patient complaints recorded.