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GHP integrates structural and process elements of the organisation, the professional groups, the specialist disciplines and the services that the hospital uses to fulfil its task.

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Updated on 4 February 2025

5.1.18 Customer satisfaction surveys

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Goal and purpose

The aim is to examine whether and how the defined characteristics of hospital treatment are perceived ("through the eyes of the patient"). The method is intended to capture the subjective view and differs from customer surveys on quality requirements. The results of the surveys should be communicated appropriately.

Application

Description of the process

Risks

Resources

Documentation

Responsibility and qualification

Notes and comments

Applicable documents

Validation documents

Terms

Attachments

5.1 Testing and measurement - Previous 5.1.17 Patient perspective: survey on expectations Next - 5.1 Testing and measurement 5.1.19 Patient perspective: Reaction via response cards

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