[Patient experiences in Norwegian hospitals--changes over time?].
BACKGROUND
Patient experience has been identified as a national indicator of hospital quality. We describe the changes in patient experiences 1996-2000 for seven Norwegian hospitals.


METHODS
A patient experience questionnaire was sent to medical and surgical patients in a stratified random sample of hospitals in 1996. The same questionnaire was used in similar surveys in 1998 and 2000. Responses from hospital wards included in all three surveys were compared on ten summated rating scales. Changes were identified by multiple linear regression.


RESULTS
Responses from a total of 10 600 patients were analysed. For six scales no change was noted: general satisfaction, information on medication, information on examinations, nursing services, doctor services, and organization. Statistically significant improvement was found for three indices: communication, contact with next-of-kin, and information regarding future complaints. For one scale, scores changed for the worse: hospital and equipment. All changes were small.


CONCLUSIONS
Patient experiences with Norwegian hospitals did not change much between 1996 and 2000. On some indices, our data indicate slight improvement. Patient assessment of buildings and equipment changed negatively.
Pettersen
Kjell I
KI
Stiftelse for helsetjenesteforskning (HELTEF), Postboks 55, 1474 Nordbyhagen. kipettersen@heltef.no
Hofoss
Dag
D
Sjetne
Ingeborg Strømseng
IS
D003142:Communication; D004865:Equipment and Supplies, Hospital / Q000592:standards; D019538:Health Care Surveys; D006749:Hospital Design and Construction / Q000592:standards; D006761:Hospitals / Q000592:standards*; D006801:Humans; D009664:Norway; D009732:Nursing Care / Q000592:standards; D009738:Nursing Service, Hospital / Q000592:standards; D010353:Patient Education as Topic / Q000592:standards; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D019984:Quality Indicators, Health Care; D011795:Surveys and Questionnaires