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8 year patient survey: a basis for continuously growing patient satisfaction

Poster Details

First Author: J.Feorster GERMANY

Co Author(s):    T. Herbst                    

Abstract Details


In order to implement a quality measurement system, which covers the perceived patient satisfaction with medical treatment, the nordBLICK® Eye Hospital Bellevue yearly conducts a patient survey with the support of a research company. The aim of this study is to present the development in patient satisfaction since 2009.


nordBLICK eye-hospital, Kiel


Validated questionnaire conducts 63 questions related to nine different aspects of medical care and non-medical issues. Answers were given on a six-point-Likert scale. More than 5,000 completed questionnaires were included within 8 years. Average rate of response was 53 percent. Patient survey was completed four weeks after hospital stay. Time series analyses were used in order to identify significant, time-dependent changes. Resulting quality indicators were among others “overall satisfaction”, “medical outcome” and “rate of recommendation”.


For most quality indicators, time-series analyses showed significant quality improvements over time. Significant and constant quality decreases were found for three quality indicators for three years in a row.


With the help of the results gained by the yearly conducted patient survey, the nordBLICK® Eye Hospital Bellevue obtains important insights into levels of patient satisfaction. Results of the Patient survey were used as a “rapid alert system” in order to identify significant quality decrease and to supervise the impact of undertaken improvement measures

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