From: What does the patient have to say? Valuing the patient experience to improve the patient journey
Stage of the patient journey | Items | Service quality dimension | Mean | SD |
---|---|---|---|---|
Outpatient visit and Examination Outpatient Clinic | Satisfaction (1 = not at all – 5 = a great deal) | |||
Waiting time between prehospitalisation and hospitalisation | Administrative | 4.6 | 0.7 | |
Waiting times and handling of incoming documents | Administrative | 4.5 | 0.8 | |
Courtesy and helpfulness of the administrative acceptance staff | Interpersonal | 4.8 | 0.5 | |
Clarity of signage inside the university hospital | Environment | 4.8 | 0.5 | |
Experience (1 = negative – 5 = positive) | ||||
How easy was it to reach the hospital to make the specialist visit with the surgeon? | Administrative | 4.7 | 0.7 | |
How easy was it to reach the hospital to perform the exams in preparation for surgery (pre-hosp.)? | Administrative | 4.6 | 0.8 | |
How useful was the information you received to organise hospitalisation? | Administrative | 4.5 | 0.8 | |
How easy was it to reach the ward? | Administrative | 4.6 | 0.6 | |
Hospitalisation surgery | Satisfaction (1 = not at all – 5 = a great deal) | |||
Quality and cleanliness of the environments | Environment | 4.8 | 0.4 | |
Availability of your doctor to you and your family | Interpersonal | 4.7 | 0.7 | |
Professionalism and attention given by your doctor during hospitalisation | Technical | 4.8 | 0.6 | |
Presence and availability of nurses and healthcare personnel | Interpersonal | 4.7 | 0.7 | |
Professionalism and competence shown by nurses during care procedures | Technical | 4.8 | 0.6 | |
Clarity and timeliness in providing information on care and on the state of health | Technical | 4.7 | 0.6 | |
Experience from arrival in the ward room to surgery (1 = negative – 5 = positive) | ||||
How do you feel inside the room you were assigned to? | Environment | 4.3 | 1.0 | |
Were you able to be with your family when you wanted? | Family | 4.4 | 0.9 | |
How useful was the information you received to prepare for surgery? | Technical | 4.5 | 0.8 | |
Did the doctor explain to you in an understandable way everything you needed to know about surgery, length of stay and the postsurgery period? | Technical | 4.3 | 0.9 | |
Did the anaesthesiologist explain to you in an understandable way everything you needed to know about surgery and pain treatment? | Technical | 4.3 | 0.9 | |
Did the doctors give you the time you need? | Interpersonal | 4.4 | 1.0 | |
Did the nurses give you the time you need? | Interpersonal | 4.6 | 0.7 | |
Have you been involved in decisions about your care? | Involvement | 4.0 | 1.1 | |
Postsurgical care and discharge | Experience from surgery to discharge (1 = negative – 5 = positive) | |||
Were you able to be with your family when you wanted? | Family | 4.7 | 0.6 | |
Were the indications on the clinical path after the surgery useful? | Technical | 4.4 | 0.8 | |
Did the doctors give you the time you need? | Interpersonal | 4.3 | 1.1 | |
Did the nurses give you the time you need? | Interpersonal | 4.5 | 0.9 | |
Have you been involved in decisions about your care? | Involvement | 4.3 | 0.9 |