Table 6 Indicators of patient satisfaction over time [62,63,64,65,66]
Indicator | First Year | Performance in the First Year | Last Year | Performance in the Last Year |
|---|---|---|---|---|
Patient satisfaction with the primary care system | ||||
General satisfaction with the health plan | 1995 | 83% | 2018 | 90% |
Satisfied with the primary care physician’s attitude | 1995 | 89% | 2016 | 94% |
Satisfied with the primary care physician’s professionalism | 1995 | 81% | 2016 | 91% |
Satisfied with the primary care nurse’s attitude | 1995 | 86% | 2016 | 96% |
Satisfied with consulting physicians’ professionalism | 1995 | 78% | 2016 | 86% |
Satisfied with the administrative staff’s attitude | 1995 | 81% | 2018 | 86% |
Satisfied with laboratory services | 2016 | 78% | 2018 | 95% |
Patient satisfaction with the emergency department | ||||
Overall score | 2015 | 66% | 2019 | 74% |
General satisfaction | 2015 | 56% | 2019 | 65% |
Felt to be “in good hands” | 2015 | 69% | 2019 | 76% |
Would recommend the hospital | 2015 | 59% | 2019 | 67% |
Respect and dignity | 2015 | 75% | 2019 | 83% |
Information and explanations | 2015 | 69% | 2019 | 78% |
Continuity of care | 2015 | 67% | 2019 | 76% |
Perceived waiting time | 2015 | 67% | 2019 | 73% |
Physical conditions | 2015 | 66% | 2019 | 75% |
Patient satisfaction with in-patient services | ||||
Overall score | 2014 | 77% | 2018 | 81% |
General satisfaction | 2014 | 75% | 2018 | 77% |
Felt to be “in good hands” | 2014 | 84% | 2018 | 88% |
Would recommend the hospital | 2014 | 74% | 2018 | 75% |
Respect adignity | 2014 | 83% | 2018 | 88% |
Information and explanations | 2014 | 76% | 2018 | 84% |
Continuity of care | 2014 | 77% | 2018 | 82% |
Efficiency | 2014 | 79% | 2018 | 84% |
Physical conditions | 2014 | 76% | 2018 | 78% |
Patient’s empowerment | 2014 | 79% | 2018 | 84% |