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Table 6 Indicators of patient satisfaction over time [62,63,64,65,66]

From: National initiatives to promote quality of care and patient safety: achievements to date and challenges ahead

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%
  1. Bold print represents substantial improvement in comparison with previous time point (see Methods section)