Evaluation der Zufriedenheit von stationären kardiologischen Patienten

Degree of satisfaction of cardiological in-patients. Quality management has become an important issue in medical care. Especially in cardiology there is a tough competition between public and private medical centers. Satisfied patients improve the reputation of a doctor or a hospital and may increase their refferals. Patient satisfaction is also a very good indicator of the quality of a hospital. The aim of this study was to assess the degree of satisfaction of in-patients of the Division of Cardiology of the University Hospital Zurich. During thirteen weeks each in-patient with a cardiological problem has been interviewed according to a questionnaire. We assessed waiting times before examinations (chest X-ray, electrocardiogram, echocardiography, cardiac catheterization), duration of the examination, the approach to the patient and overall satisfaction. The questionnaire involved a rating system and questions with yes or no answers. We received 134 completed questionnaires (return rate 76%). 69% of the patients were male, the average age was 59 years (range of 21–83 years). The median waiting times before examinations were usually short: 83% of the patients obtained their ECG within 5 minutes. Waiting times for the chest X-ray were also quite short; only 3% had to wait more than 15 minutes. Cardiac catheterization and echocardiography were associated with longer waiting times, in some more than 30 minutes (26% respectively 6%). The majority of the patients were very satisfied (76% "very good"), and about a quarter satisfied (22% "good"). Thus, even in large and complex academic institutions it is possible to achieve optimal care with a high patient satisfaction rate. The study also suggests possibilities for further improvements. Quality management has become an important issue in medical care. Especially in cardiology there is a tough competition between public and private medical centers. Satisfied patients improve the reputation of a doctor or a hospital and may increase their refferals. Patient satisfaction is also a very good indicator of the quality of a hospital. The aim of this study was to assess the degree of satisfaction of in-patients of the Division of Cardiology of the University Hospital Zurich. During thirteen weeks each in-patient with a cardiological problem has been interviewed according to a questionnaire. We assessed waiting times before examinations (chest X-ray, electrocardiogram, echocardiography, cardiac catheterization), duration of the examination, the approach to the patient and overall satisfaction. The questionnaire involved a rating system and questions with yes or no answers. We received 134 completed questionnaires (return rate 76%). 69% of the patients were male, the average age was 59 years (range of 21–83 years). The median waiting times before examinations were usually short: 83% of the patients obtained their ECG within 5 minutes. Waiting times for the chest X-ray were also quite short; only 3% had to wait more than 15 minutes. Cardiac catheterization and echocardiography were associated with longer waiting times, in some more than 30 minutes (26% respectively 6%). The majority of the patients were very satisfied (76% "very good"), and about a quarter satisfied (22% "good"). Thus, even in large and complex academic institutions it is possible to achieve optimal care with a high patient satisfaction rate. The study also suggests possibilities for further improvements.