[Assessment of patient satisfaction in geriatric hospitals: a methodological pilot study].
The assessment of patient satisfaction using mailed questionnaires is an established method of quality management in acute care hospitals in our health care system. The needs of aged patients and the inter-professional approach of geriatric medicine are, however, not taken into account by such surveys. To date, validated German instruments to assess patient opinions in geriatric in-hospital care are rare. We report the results of a multi-center feasibility study of a questionnaire developed especially for such needs. We examined 1918 patients with a median age of 82 years and a mean Mini- Mental Score (MMS) of 25 points in 3 Swiss geriatric hospitals. We examined the results of all completed written questionnaires for their psychometric properties. In parallel, we assessed the satisfaction of the patient's spouses or family members applying the same instrument. The return rate was 32% when the instrument was applied as a questionnaire and 60% when applied as an interview. In questionnaires, the return rate was dependent on cognition with lower return in patients with low MMS scores. The return rate of questionnaires mailed to family members was 35%. The theoretical construct patient satisfaction was reliable and valid. The Cronbach-Alpha values in different item areas ranked between 0.67 (hotel services, room quality) and 0.92 (physicians). We were not able to assess the quality of medical therapies and of pain treatment due to low answer frequencies. Overall, patients were satisfied with all medical services in the participating hospitals. In contrast, satisfaction was low in family members regarding the quality of information flow between family members and physicians or nurses.


CONCLUSIONS
An instrument to assess patient opinions can easily be introduced into a geriatric hospital. Such an instrument can provide important information for the improvement of quality in different areas of geriatric care such as medical, nursing care or guest services.
Huber
Jean Pierre
JP
Zentrum für Geriatrie und Rehabilitation, Bürgerspital, Rorschacherstrasse 94, 9000 St. Gallen, Schweiz.
Saldutto
Biagio
B
Hürny
Christoph
C
Conzelmann
Martin
M
Beutler
Monique
M
Fusek
Milos
M
Münzer
Thomas
T
D000368:Aged; D000369:Aged, 80 and over; D017028:Caregivers / Q000523:psychology; D003258:Consumer Behavior; D005240:Feasibility Studies; D005853:Geriatrics; D006782:Hospitals, Special; D006801:Humans; D008609:Mental Status Schedule; D010166:Palliative Care; D017060:Patient Satisfaction; D010865:Pilot Projects; D011594:Psychometrics / Q000706:statistics & numerical data; D019984:Quality Indicators, Health Care; D015203:Reproducibility of Results; D011795:Surveys and Questionnaires; D013557:Switzerland; D017749:Total Quality Management