title: [Continuous patient survey as an instrument to improve patient satisfaction: the relevance of nurses within the process of quality judgement].
abstract: The satisfaction of patients with their hospital stay as well as their willingness to recommend the clinic to friends and relatives are important parameters for a hospital's success. To achieve ascertained indications for necessary improvements concerning the quality of care, HELIOS Hospital Group has established a continuous patient survey. Similar to their medical quality management system, HELIOS puts high emphasize on transparency and benchmarks in order to initiate improvement processes. A critical analysis and close look especially on bad feedbacks of patients regarding their hospital stay allows each hospital, department or ward to monthly identify major drivers for critical responses and suggests opportunities for improvement. In the first six months of 2009 64.741 questionaries were returned. Having analyzed them the patient survey showed, that nurses and medical doctors had a special influence on the patient's satisfaction and dissatisfaction with the hospital.
authors: HELIOS-Kreiskrankenhauses Gotha. jan.leister@helios-kliniken.de
authors: Jan Eric
authors: JE
authors: Leister
authors: Marco
authors: M
authors: Wollscheid
authors: Hendrik
authors: H
authors: Snoek
authors: Sandra
authors: S
authors: Vogel
authors: Tobias
authors: T
authors: Meixner
mesh_terms: D003625:Data Collection; D005858:Germany; D006767:Hospitals, District / Q000592:standards*; D006801:Humans; D008505:Medical Staff, Hospital / Q000706:statistics & numerical data*; D015401:Nursing Administration Research; D009741:Nursing Staff, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D058996:Quality Improvement / Q000592:standards*; D019984:Quality Indicators, Health Care / Q000592:standards; D011795:Surveys and Questionnaires