The UK has been ranked 10th in the world for customer satisfaction in healthcare services according to a survey from HappyOrNot. Over 6 million patients across 25 countries took part with the global average patient satisfaction level in March at 88.02 percent.
The Top Ten Countries
1. Sweden – 92.37%
2. Finland – 91.92%
3. Norway – 90.75%
4. USA – 89.33%
5. Denmark – 89.29%
6. Italy – 87.85%
7. Ireland – 85.84%
8. New Zealand – 85.77%
9. Netherlands – 83.48%
10. UK – 81.60%
Healthcare providers using HappyOrNot instant feedback asked patients questions such as ‘Were your concerns heard and addressed today?’, ‘Please rate your patient experience today’, ‘How Happy are you with the length of time you waited today’ and ‘Please rate the care and service you received in the Emergency Department today.’
The data also shows that the best days of the week to visit a healthcare provider, ranked according to the highest patient satisfaction levels during those days, to be Tuesdays and Saturdays. Thursday visits rank at the bottom of the week for overall patient satisfaction.
RDaSH Complaints Manager Laura Powell said, “this kind of feedback is vital in transforming NHS services and supporting patient choice. It supports the fundamental principle that everyone, regardless of their age or disability, who uses NHS services should have the opportunity to provide feedback on their experience.”
The importance of improving patient satisfaction by gathering feedback is a rising theme in the UK, as demonstrated by NHS England’s initiatives to improving patient experience, one program of which is the Friends and Family Test to implement feedback tools to support collecting, measuring, and monitoring patient experience.
RDaSH Learning Disability Services Business Development Manager Iona Scott added, “we introduced ‘Happy or Not’ patient experience stations, which allow service users and carers to rate the service they have received by pressing one of four ‘smiley face’ pictorial buttons, reducing the barriers for people with reading difficulties. The results speak for themselves, within the first two months of installing the devices they collected 731 pieces of patient feedback in our Doncaster Community Services alone, representing a 2258% increase on the number of traditional forms received in the same period.”