Healthcare institutions have been self-administering satisfaction surveys for years. To make the system objective, the Ministry of Health wants to implement an outsourced survey entrusted to professionals. Thus, the 70 establishments tested their patients’ satisfaction under the same conditions.
The GCS Pediatric Hospitals of Nice CHU-LENVAL has participated in this survey since 2011. With the 54 main public hospital establishments in France and 15 other establishments, the GCS entrusted the company QUALITEST, via the purchasing group “Uni H.A.”, with conducting its satisfaction study.
For the Pediatric Hospitals of Nice, the survey was conducted on a representative sample of patients hospitalized during the period from October 17 to November 5, 2011, following hospitalization in a short-stay medical or surgical department that took place between August 22 and September 25 of the previous year.
The results of this survey rank the Pediatric Hospitals of Nice CHU-Lenval among the establishments that achieve the highest level of satisfaction from their patients (and particularly from their families…).
This survey measuring the satisfaction of hospitalized patients aims at four objectives:
– Provide healthcare establishments with new management and quality control tools and methods;
– Meet the demand for transparency made by users;
– Assist in decision-making and management of intervention policies at the regional and national levels;
– Improve the efficiency of the certification procedure.
The survey collected patient feedback to better meet their expectations and those of future patients and to lead to quality improvement efforts in care delivery.
A common questionnaire containing 36 closed questions with 5 response options for each question was administered to a sample of 120 patients, selected by the firm that conducted the survey based on random sampling.
The themes addressed during the telephone interview included reception, patient information, communication with healthcare professionals, room convenience, pain, food, etc. The GCS chose 5 optional questions related to emergency care, disability, the welcome booklet, and staff listening quality.
–Focus on the main results
For all the questions, the GCS CHU Lenval received an average score of 75.8 (rating from 0 to 100)
Overall care: score 74.2 out of 100
93% satisfaction with overall care, reception of administrative and care services, 98% satisfaction with care provision.
Communication with Medical and Nursing staff: score 77.7 out of 100
95.7% satisfaction with understanding of medical procedures, 90.6% satisfaction with understanding of information.
Patient information and discharge: score 63.2 out of 100
85.9% satisfaction with discharge organization, 91% satisfaction with information on severe symptoms leading to hospital reconnection.
Attitude of medical and nursing staff: score 87.0 out of 100
94.6% satisfaction with doctors’ behavior, 91.5% satisfaction with staff behavior, 94.5% satisfaction with staff politeness, 90.4% satisfaction with response time to urgent calls.
Catering: score 50.0 out of 100
76.1% satisfaction with meal variety, 68.8% satisfaction with meal quality.
Room convenience: score 77.4 out of 100
95.3% satisfaction with comfort, 93.8% satisfaction with cleanliness, 89% satisfaction with temperature and noise;
Overall satisfaction: general opinion on the stay: score 86.9 out of 100
Establishment preference: 96.1% satisfied, establishment recommendations 93%, health improvement 97.6% satisfied.
-Conclusion:
Bernard Lecat, administrator of the GCS Pediatric Hospitals Nice CHU –Lenval, is pleased with the excellent results of this patient satisfaction survey, “which places the GCS Nice CHU Lenval in the top 10 establishments in France. The precise ranking should be published in spring 2012 and will show where the Group stands among these top 10 establishments. It is a remarkable score considering the objective difficulties that arise in setting up an experimental Group. I want to congratulate all the staff and doctors for their dedication to the smooth operation of the establishment and the quality of care provided to patients.
This survey confirms the quality of the functioning of the pediatric department in Nice after three successive certifications without any comment or reservations that Lenval benefited from.”
