165-1011 / Patient Opinion Survey

GOP Information
Organisation sharing the GOP
Related practices from PaSQ database
Conselleria de Sanitat. Generalitat Valencina


Patient involvement
Patient surveys
Patient involvement
Patient involvement
GOP Description
Implementation level
Clinical settings
Primary health care and hospital health care. In relation to the hospitals, it has been implemented in acute care hospitals as well as in those with assistance to chronic and long term care patients.
To know the opinion of patients about the health care received in public healthcare centers of Valencia Region in order to implement improvement actions that contribute to increased quality of care and patient safety. Patient evaluation results are matched with the management decisions.
Patients treated at public health centers of Valencia.
– In patients treated in hospital: self-administered paper survey at discharge the patient during two months of the field study. Sample spaces: patients admitted to medical services, patients admitted to surgical services; patients admitted to pediatric services (not included Neonatology and Pediatric Intensive Care); patients who underwent Ambulatory Surgery (Outpatient Surgery), patients treated in emergency departments and patients seen by Service of Attention and Information to Patient SAIP.
-In patients seen in primary care: telephone survey two months after care. Sample spaces: Patients seen in consultation of Family Practice and Pediatrics.The aim of the Patient Opinion Survey is to transform the patients’ opinions to objectives in the quality of the hospital care.
Over the years, from the survey’s results, different actions of improvement have been implemented and patient evaluation has been part of the calculation which in the concept of variable productivity the professionals perceive.
At the same time the opinion surveys have been adapted to the plans and strategies marked by the Regional Healthcare Service over the years, in such way that questions in relation to the perception of security (knowledge of their clinical-history, conciliation, medication, perception of adverse events) and patient involvement (information about alternative treatments, active hearing or taking the patient’s opinion into account) have been included.
Timeframe implementation
Between 3 and 6 months. In Valencia Region the Patient Opinion Survey has been annually conducted since 2001.
Implementation tools available
IT platform for data entry, Computer Assisted Telephone Interview (CATI) Method.
App for data collection. Database management and personalised report issue by hospital and healthcare department.
Implementation cost
Currently it is introduced as an activity in health centers

The survey paper is delivered by the nursing staff of the centers and sent from each Service of Attention and Information to Patient to the Regional Healthcare Service

The cost has changed over the years, depending on the sample spaces to analyze and detail the study

Finally, the cost is related to paper surveys, phone surveys and data analysis

Method used to measure the results
In paper surveys a computer platform of optic scanning has been used which codifies all the information. This application is capable of processing hand-written suggestions by patients and grouping them into mutually exclusive categories therefore combining both the qualitative and quantitative information.
Since 2006 the results of the Patient Opinion Survey are matched to the management decisions establishing indicator related to patient satisfaction.
The healthcare structure in Valencia Region is based in departments where primary and hospital care are merged. Chronic care hospitals and long-stay patients, are supradepartamental field.
The ponderation of results established for the departments is: 50% primary care and 50% hospital care. (25% medicine/hospitalized, 20% surgery with stay, 10% obstetrician, 10% paediatrics, 10% of outpatient major surgery and 25% emergencies). Sampling size associated error less than 6%.The ponderation of results established for Valencia Region is: 50% hospital care, 45% primary care and 5% HACLEs (Hospital Chronic Illness and long Hospitalization)
Not available. The number of valid surveys is of 537,972 (from 2001 to 2013).
Analysis of the results
Not available.
In line with the marked strategies by the Healthcare Service in the past years different dimensions have been evaluated:
From 2006 to 2011:
– Satisfaction balance
– Perception of improvements
– Quality of information
– Accessibility and
– Comfortability
After 2012:
– Perceived quality
– Patient information
– Perception of security
Implementation barriers
Did you find implementation barriers?
Please describe implementation barriers
Initial refusal by workers, especially in primary care where really if meant an increase in workload and sometimes the necessary sample size was not achieved.
Describe the strategies used to overcome the barriers (If needed)
For hospitals: training, information and collaboration of the “Service of Attention and Information to Patient” (SAIP)

For Primary Care: telephone survey was made.

Other information
Other information about the GOP that you would like to add (Link or attached document)
Not available