[Evaluating the patient satisfaction questionnaire after inpatient treatment in phoniatrics and pediatric audiology--a contribution to quality control?].

PURPOSE

In Germany public hospitals are compelled to evaluate patient satisfaction with their treatment as a part of quality management. The purpose of this study was to assess by means of a short questionnaire inpatient satisfaction with medical care in a phoniatric-paedaudiologic department.

MATERIALS AND METHODS

From April 1995 until March 1997, 638 patients underwent inpatient treatment for phoniatric or paedaudiologic diseases in our department. A confidential questionnaire was handed out to the patients or to accompanying parents. 13 questions covered different aspects of hospital treatment, such as satisfaction with diagnostic and therapeutic measures, nursing care, accommodation, catering and administration. The participants were asked to rate on a scale of 1 (very good) to 6 (very poor).

RESULTS

306 (48%) of the patients returned their questionnaires. 16% of them expressed substantial dissatisfaction both with administration and accommodation. Only 2.7% of the patients conveyed a poor overall impression of their inpatient treatment. 3% asserted they would not want to be treated in the department again as the inpatient. However, the mean overall assessment indicated a high degree of patient satisfaction.

CONCLUSIONS

Although the self-explaining 13-item questionnaire is easy to evaluate at low cost, it appears to be an inadequate measuring device for routine assessment of inpatient satisfaction since only 48% of the questionnaires could be analysed.