National initiatives to promote quality of care and patient safety: achievements to date and challenges ahead

Table 6 Indicators of patient satisfaction over time [62,63,64,65,66]

Indicator	First Year	Performance in the First Year	Last Year	Performance in the Last Year
Patient satisfaction with the primary care system
General satisfaction with the health plan	1995	83%	2018	90%
Satisfied with the primary care physician’s attitude	1995	89%	2016	94%
Satisfied with the primary care physician’s professionalism	1995	81%	2016	91%
Satisfied with the primary care nurse’s attitude	1995	86%	2016	96%
Satisfied with consulting physicians’ professionalism	1995	78%	2016	86%
Satisfied with the administrative staff’s attitude	1995	81%	2018	86%
Satisfied with laboratory services	2016	78%	2018	95%
Patient satisfaction with the emergency department
Overall score	2015	66%	2019	74%
General satisfaction	2015	56%	2019	65%
Felt to be “in good hands”	2015	69%	2019	76%
Would recommend the hospital	2015	59%	2019	67%
Respect and dignity	2015	75%	2019	83%
Information and explanations	2015	69%	2019	78%
Continuity of care	2015	67%	2019	76%
Perceived waiting time	2015	67%	2019	73%
Physical conditions	2015	66%	2019	75%
Patient satisfaction with in-patient services
Overall score	2014	77%	2018	81%
General satisfaction	2014	75%	2018	77%
Felt to be “in good hands”	2014	84%	2018	88%
Would recommend the hospital	2014	74%	2018	75%
Respect adignity	2014	83%	2018	88%
Information and explanations	2014	76%	2018	84%
Continuity of care	2014	77%	2018	82%
Efficiency	2014	79%	2018	84%
Physical conditions	2014	76%	2018	78%
Patient’s empowerment	2014	79%	2018	84%

Bold print represents substantial improvement in comparison with previous time point (see Methods section)

ISSN: 2045-4015