In October 2018 we introduced a new survey system and questionnaire, which has almost tripled the response rate. The survey is used in our improvement efforts as it allows our patients to give much useful feedback in real-time. Patients are also invited to state if they wish to continue participating in these efforts and may decline to do so at any time.
Results: In 2019, a total of 7,955 patients responded to the Sophiahemmet survey after their visit to Vårdenheten, Husläkarmottagningen, Försäkringsmottagningen and Hälsocentralen.
We measure the Net Promoter Score (NPS), which is based on the question: Would you recommend us to someone in your situation? to which the patient responds on a scale of 0 (extremely unlikely) to 10 (extremely likely). The aggregate results return a value from -100 to +100, where values of +50 are considered exceptional. Our total NPS rating was 80 – an excellent result.
92% of our patients are also satisfied with their visit.
We also ask the patients their opinions of their reception, whether the information from us has been satisfactory, about their experience of accessibility and involvement, how pleased they are with their visit, and if their need for treatment has been met. All the responses are collated and reported regularly to Sophiahemmet. The patients can also suggest areas of improvement, which are passed on to the staff (e.g. what they were happy or less happy with).
99% of patients are happy with their reception
97% of patients are happy with the accessibility
97% of patients are happy with their information
94% of patients are happy with their involvement
96% of patients are happy with their treatment
91% of patients feel capable of returning home after surgery
Our goal is to be even better and to include as many of our patients’ views as possible into our improvement efforts.
After visiting one of our outpatient clinics (Hälsocentralen or Husläkarmottagningen) patients receive a survey via text message. At Försäkringsmottagningen and our two nursing clinics, the patients are asked to complete the survey in person. All survey responses are anonymous and no telephone numbers are saved.
Physical patient panels – our clinics have invited patients who expressed an interest in the survey to a dialogue panel on operational development at the respective units. Panels have been held by all our clinics, where operations managers, nursing supervisors and chief physicians have engaged with patients in open discussions on service improvements, providing valuable feedback on our continued efforts to always be better.
Digital patient panels – At the end of the year we surveyed 141 patients who had supplied their email addresses on the manner of their reception, waiting times, information, physical environment and how well we lived up to our values. We received 50 responses, from which we drew an overall appraisal of our healthcare service of 4.46 (on a scale of 1 to 5, where 5 is best). We also received several improvement suggestions that we are now taking further.