2022 PATIENTS AND FAMILIES

The opinions of our patients

Opìnió dels nostres pacients

The Customer Service and Quality areas analyse patients’ perception of our centre.

ods 3
Pau, Justícia i Institucions Sólides
With regard to Hospital Care:

During 2022, the surveys have responded to a total of 180 admitted patients, corresponding to 24% of discharges from the period.

  • Overall satisfaction of hospitalised patients: 95.62%
  • Safety perceived by hospitalised patients: 93.02%
  • Patients who would recommend and return to the Institut Guttmann: 92.06% and a Net Promoter Scope (NPS) of 77.

In addition, 35 specific indicators grouped into 286 conceptual dimensions are evaluated:

  • 3          Accessibility indicators.
  • 11          Personal Treatment Received indicators.
  • 12         Communication (7), Coordination and Participation (5) indicators
  • 2          Professionalism indicators.
  • 4          Environment and Food indicators.
  • 3         Perceived Safety indicators.

During 2022, 80% (28) of these indicators reached the standard, and 11 indicators exceeded the threshold of Excellence.

GLOBAL RESULTS
Satisfaction
Percentage of people with an overall satisfaction equal to or greater than 7 (out of 10)95,62%
Mean overall satisfaction score (out of 10)8,82
Perceived safety
Percentage of people with a level of perceived safety equal to or greater than 7 (out of 10)93,02%
Percentage of people who claim to feel in good hands89,55%
Percentage of people who consider accessibility positively95,35%
Percentage of people who feel safe in the environment they pass through in the hospital95,35%
Dret a la intimitat i respecte a la dignitat
Percentage of people whose privacy is respected during admission78,26%
Percentage of people who consider that they have been able to express their rights and duties freely98,18%
Percentage of people who participated in decisions about the treatment received92,68%
Loyalty / Would recommend the centre
Percentage of people who would choose the Institut Guttmann again92,06%
Net Promoter Score (NPS)77
During 2022, we did not receive any complaints or incidents related to respect for dignity.

The most positively valued dimensions were related to Professionalism, Safety, Personal Treatment Received and some items related to the dimension of Patient Participation.

Regarding the 6 dimensions that are below the standard, they have been included in the quality programme and corresponding working groups to develop actions that improve results. These are areas related to the aim of providing a quiet environment to rest at night, providing information on tests/interventions, reducing time on the waiting list, improving the quality of the food and explaining the hospital’s services and operational matters.

With regard to Specialised Outpatient Care:

60 patients answered the survey on out-patient care to external consultations during 2022. The key global results have all remained above the expected threshold with a Net Promoter Score (NPS) of 76.

GLOBAL RESULTS
Satisfaction
Percentage of people with an overall satisfaction
equal to or greater than 7 (out of 10)
90%
Mean overall satisfaction score (out of 10)9,21
Loyalty / Would recommend the centre
Percentage of people who would choose the Institut Guttmann again91,67%
Net Promoter Score (NPS)76

In this survey, 20 indicators assess the patient’s perception in 6 dimensions:

  • Accessibility (2)
  • Personal Treatment Received (8)
  • Communication (5) and Participation (1)
  • Environment (2)
  • Perceived Safety (2)

55% (11) of the indicators reached the standard. The most positively valued dimensions were related to Coordination Between Professionals and Perceived Safety.