143-818 / Patient satisfaction surveys to improve service quality

GOP Information
Organisation sharing the GOP
Related practices from PaSQ database
Estonian Health Insurance Fund


Patient surveys
Patient involvement
Patient safety culture / Patient safety climate
GOP Description
Implementation level
Clinical settings
active care hospital
To motivate and support hospitals provide in- and outpatient satisfaction surveys and make improvements on service quality
Hospital management and clinicians
We created in cooperation with 6 hospital quality managers questionnaires for in- and outpatient satisfaction surveys and described the methodology for using it. To help hospitals save and analyze data collected during survey we created an IT program accessible by web where hospitals can insert the data from every single questionnaire. The data will be analyzed automatically and the results are presented in different ways depending on hospital needs. Comparison between hospitals can be done in general and by specialized clinical departments. The figures, created by program, can be easily used in power point presentations for example.
Timeframe implementation
The final questionnaire was created during several hospital and insurance fund meetings. Creating and testing the program took about 100-150 hours per questionnaire
Implementation tools available
Oracle software
Implementation cost
Using those questionnaires and program to analyze data are free for hospitals. The costs to the hospital would be arrangement of the survey on a place and payment to person inserting the patient´s answers from paper to program. For creating the program we used Oracle software insurance fund already had for other purposes. Only costs to insurance fund are salary costs to people involved in the program.
Method used to measure the results
Hospitals are agreed the period they provide the survey in hospitals (usually April), but it’s not mandatory to follow. The data can be inserted any time convenient to hospital. The comparison and discussion is usually in September.
Most of active care hospitals (13/18) in Estonia are using this program and doing benchmarking.
Analysis of the results
It will be the third year six hospitals are already using this program and at least seven are requested from insurance fund the access to the program.
Implementation barriers
Did you find implementation barriers?
Please describe implementation barriers
The main barrier in the beginning was hospitals´ unwillingness to show their results to other hospitals and to health insurance fund.
Describe the strategies used to overcome the barriers (If needed)
Patience and negotiations
Other information
Other information about the GOP that you would like to add (Link or attached document)
Using the same questionnaire to all hospitals in country makes the results comparable and more attractive to clinicians as well. There may be gaps in the scientific study regularity but we believe the main meaning of satisfaction survey is to draw hospitals and clinicians attention to importance of patients’ satisfaction. Also because hospitals do not use more research companies expensive services they are saving lot of money.
It would be easy to use this GOP in any country and even between EU member countries.Using this kind of software instead of excel sheets avoid mistakes during the insertion process and makes comparisons and results presentations very easy.