1. Patient views

98% of patients are satisfied with the care received

The evaluation of patient satisfaction is a recognized indicator of the quality of care and services provided by a hospital.

Since 2001, the HUG has conducted a survey of approximately 3,000 patients who have been hospitalized for more than 24 hours. They answer a questionnaire containing 44 questions. The response rate is over 50%. The data collected provides a valuable insight into what patients appreciate, and areas that require improvement.

In 2017, 98% of patients said they were satisfied with the care received and more than 89% felt that they had been treated safely, compared to 83% in 2012. The vast majority of respondents felt that employees were readily available (doctors: 95%; nurses: 90%) and that they were looked after with kindness, whether by medical staff (97%), nurses (97%) or those in admissions (96%).

Seven out of 10 patients (70% vs. 64% in 2012) reported that scheduled exams were performed on time. More than 8 out of 10 (84%, compared to 81% in 2012) said that in the event of having to wait, an explanation had been provided.

In 2017, the potential for improvement related to:

• discharge arrangements,
• information provided to the patient regarding the warning signs connected to their illness or to the procedure they had undergone, and the resumption of their usual activities.

Several initiatives are now underway to improve satisfaction in these areas. When it comes to returning home, each patient now automatically receives a treatment card on the day of discharge. This card describes the required treatment and its side effects, in terms that everyone can understand.

Improvements in patient satisfaction

Between 2012 and 2017, satisfaction increased the most for the following items:

• The feeling of having been treated safely
• Availability of nurses
• Explanations given in the event of having to wait
• Punctuality of scheduled exams 
• Admission procedures.