Patient satisfaction

Nationwide uniform survey on patient satisfaction across sectors

By means of a questionnaire, patients may communicate their experience with and criticism of health care institutions or care links between different institutions. The main focus of the survey is placed on interfaces: for instance, patients are asked to comment on communication structures between health care institutions and links in the care chain.

Patients are directly affected if deficits across sectors exist; therefore they may contribute important information that helps continuously improve the health care system.

In the context of a project for a nationwide uniform survey on patient satisfaction across sectors, questionnaires on patient satisfaction are prepared for each area of health care. They will consist of general questions and questions which specifically cover the individual care area in question. The general questions will be the same for all health care sectors and thus permit interpretation across sectors. The specific questions will be analysed for each individual care area.

Such a complex undertaking has to be implemented in several steps: at present, the general and sector-specific questions are under preparation. In autumn 2009 a pre-test for the hospital questionnaire (general and sector-specific questions) will be distributed in selected hospitals. The general questions will also be tested in other health care areas, e.g., in rehabilitation centres and offices of established physicians. As of spring 2010, the validated questionnaire will be available in all hospitals of Austria. In the other areas, the patient survey may be conducted as of the end of 2010, with validated instruments.

In the long run, it is planned to conduct surveys in all health care areas, with a continuous exchange of information among the participating institutions.

Contact: Martina Lerchner, Sonja Gleichweit