[An evaluation of patient satisfaction surveys by heads of hospitals and departments].
BACKGROUND
The point of departure is that patient satisfaction surveys should be designed and organized in a manner that furthers ownership and responsibility ensuring follow-up by those who are to employ the results. This study therefore evaluates the perceived usefulness of patient satisfaction surveys among heads of departments and heads of hospitals.


METHODS
During the period from 1999 to 2006, the County of Aarhus performed four patient survey series. After each series, heads of department and heads of hospital were asked to fill out questionnaires to evaluate the entire system. A total of 200 questionnaires were sent and 173 were returned (86.5%) with 640 comments to the open-ended questions.


RESULTS
82.5% of the leaders evaluated the concept as "Outstanding" or "Good". Leaders from teaching hospitals and heads of hospital were more satisfied. The highest scores were given for the option of having the results reported at ward level and/or diagnostic groups, and the option of collecting comments from patients. 82.4% of the leaders reported that the surveys had resulted in concrete follow-up activities. The main criticism of the concept was its lack of detail.


CONCLUSIONS
Generic patient satisfaction surveys can gain acceptance from the involved leaders. In part, the acceptance of the users is based on their possibilities of making individual choices within the standardized questionnaires. It is recommended to involve users of patient satisfaction surveys in the design and evaluation of concepts in the future, including frontline staff.
Riiskjaer
Erik
E
Institut for Økonomi, Universitetsparken, Bygning 1322, 8000 Arhus C, Denmark. eriiskjaer@econ.au.dk
Ammentorp
Jette
J
Kofoed
Poul-Erik
PE
D003718:Denmark; D019538:Health Care Surveys / Q000379:methods*; D006748:Hospital Departments / Q000592:standards; D006801:Humans; D007297:Inpatients; D007857:Leadership; D017060:Patient Satisfaction; D008486:Physician Executives; D011785:Quality Assurance, Health Care; D011795:Surveys and Questionnaires