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International Journal for Quality in Health Care Advance Access originally published online on August 24, 2006
International Journal for Quality in Health Care 2006 18(5):359-364; doi:10.1093/intqhc/mzl029
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International Journal for Quality in Health Care vol. 18 no. 5 © The Author 2006. Published by Oxford University Press on behalf of International Society for Quality in Health Care; all rights reserved

Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital

Laurent Boyer1, Patrice Francois1, Elisabeth Doutre2, Georges Weil3 and Jose Labarere1

1 Centre Hospitalier Grenoble, Unité d’Evaluation Médicale, 2 Laboratoire de Psychologie Sociale, Université Pierre Mendès-France, and 3 Laboratoire TIM-C, Université Joseph Fourier, Grenoble, France

Objectives. The aim of this study was to assess clinical staff’s opinions on the results of in-patient satisfaction surveys and their use within the quality improvement process.

Setting. The institution is a 2200-bed teaching hospital of tertiary health care employing 8000 professionals. Patient satisfaction surveys are carried out each year using a validated questionnaire mailed to a random sample of patients. The specific results of each department are sent to the medical and paramedical managers.

Methods. We conducted a questionnaire survey on 500 care providers randomly selected in every medical and surgical department.

Results. A total of 261 questionnaires were returned and analysed. Overall, 94% of responders had a favourable opinion of the patient satisfaction surveys. They considered that the patient was able to judge hospital service quality, especially in its relational, organizational, and environmental dimensions. The specific results for the department were less well known than the overall hospital results (60 versus 76%). These results were formally discussed in the department according to 40% of responders; 40% declared that these data resulted in improvement actions and considered that they led to modifications in their behaviour with patients.

Conclusions. Despite a declared interest in satisfaction surveys, the results remain underused by hospital staff and insufficiently discussed within teams.

Keywords: continuous quality improvement, patient satisfaction survey, quality in health care

Address reprint requests to Laurent Boyer, Centre Hospitalier Grenoble, Unité d’Evaluation Médicale, Grenoble, France. E-mail: lboyer{at}chu-grenoble.fr

Accepted for publication July 4, 2006.


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