Patient opinion
The University Hospital Basel records the opinions of patients using feedback management, the patient survey (PREMs) and with the involvement of the Patient Advisory Board.
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Feedback management
Since 2010, we have offered patients and their relatives a central feedback management system at the USB. We systematically record the feedback in quality management. In 2022, this amounted to 1,106 responses. Patients passed on 3,125 concerns to us. This means that one piece of feedback can contain several aspects for different professional groups and/or disciplines as well as different subject areas. This can be praise, suggestions or criticism.
The feedback is processed in accordance with defined processes in close cooperation with the respective responsible persons. We pass on praise or suggestions directly. All feedback recipients receive a phone call on request. If a statement or response is required, this will be sent to the sender of the feedback after clarification within the hospital. In addition, the respective departments receive their feedback for suggestions for improvement.
Improvement measures in the emergency center
As in most hospitals in Switzerland, the emergency center was under particular pressure last year. There were more patients and therefore longer waiting times.
This was also reflected in the feedback from patients. The majority of feedback praised the treatments in the emergency ward. Negative feedback was given (among other things) for the care of waiting patients.
The emergency ward managers have therefore launched a project to provide patient support in the waiting area. The aim of the support service is to clarify questions from emergency patients about waiting times, catering options or administration directly on site in a situational and low-threshold manner.
Patient survey - Patient-Reported Experience Measures (PREMs)
How do patients experience the course of their treatment? The Patient-Reported Experience Measures (PREMs) measure these experiences.
The trend here is clearly moving away from paper-based surveys towards digital recording of the patient experience.
The data is collected in order to review the care process. Improvements are initiated where necessary.
The USB pilot project for a completely digital patient survey was continued in several departments in 2022: This involved evaluating how the digital survey methods work and whether the timing of the survey is right to capture the patient experience.
The following was analyzed
- the survey via the patient entertainment terminal during the stay
- the survey on the tablet before discharge
- the e-mail survey after discharge
The pilot project is also intended to give an impression of patients' willingness to participate in digital surveys.
In addition, an automated evaluation of the patient survey via a dashboard was set up and tested. Parallel to the pilot project, a concept for the patient survey is being developed for the entire hospital.
Patient Advisory Board
The members of the Patient Advisory Board meet regularly and discuss issues in working groups. Topics include the patient-centered design of our services and processes.
In 2022, the Patient Advisory Board, Quality Management and the Patient-Centered Management department analyzed patient feedback in connection with discharge. This involved issues such as the prescription of medication on discharge and the coordination of aftercare needs.
Measures were also defined that are actively included in the project and process plans, for example in the patient pathway project for lumbar spinal stenosis in spinal surgery. In this way, we aim to increase patient orientation and quality of results in care.