9 out of 10 patients are completely satisfied with the service and care of the Euroclinic Group (Satisfaction surveys of patients and relatives from independent External Research Society)
SUBMITTED FROM:
EUROCLINIC GROUP
Vision & Mission
Our Vision
Our vision is for our patients to view us as the most reliable choice for quality private healthcare in Greece, and for our employees as the best employer in our industry.
Our Mission
Our mission is to improve the lives of people, by applying the most modern and innovative treatment protocols. To adopt best practices and give back to society, forging long-term relationships that are founded on safety and trust, by applying a ground-breaking, transparent and modern management and corporate governance model. We aspire to:
Upgrade continuously the services we offer, achieving high and measurable safety, quality and credibility indicators.
Promote an open channel of communication both with our patients and our employees.
Invest in cutting-edge medical technology.
Ensure our human resources develop professionally and are trained on innovative healthcare provision models.
Our Values
At the Euroclinic Group, all our values are centered on people and caring for them
Meritocracy: We create equal opportunities for all our employees, fostering a safe, friendly and fair work environment.
Transparency: We operate with absolute transparency, opposing any form of corruption, while adopting and applying a very strong code of ethics.
Innovation: We continuously invest in cutting-edge technology, ground-breaking medical services and healthcare models that are applied for the first time in Greece.
Team spirit: We believe that team spirit, freedom of expression and camaraderie ensure best results.
Quality: We continuously evaluate and optimize our services, creating high value and benefits both for our patients and our associates.
Responsibility: We offer our services altruistically if necessary, actively supporting vulnerable groups and charitable organizations, while we also contribute to reducing our ecological footprint.
Objective Action
Continuous improvement and upgrading of the quality of medical services with the aim of better serving the patient.
Target Audience
Sick and familiar
Duration
1/2021-12/2021
Description
A priority for the Euroclinic Group is the continuous increase in the satisfaction of patients and their relatives, as responding to the needs, comments and observations of patients is an important tool for improving the Group's services. In this context, a sample telephone survey of patient satisfaction is carried out on a monthly basis among approximately 600 patients, in collaboration with a specialized external partner. Inpatients (either adults or the parents of children who were hospitalized at the Children's Euroclinic) are selected after the end of hospitalization and discharge, while outpatients are selected after the completion of their visit.
The questions for measuring satisfaction and recording any complaints are carried out based on a specific questionnaire, which includes the following sections to be evaluated:
Admission Process
Behavior and service of nursing staff
Behavior and service of medical staff
Behavior and service of administrative staff
Cleanliness of premises
Cleanliness – room conditions/infrastructure
Discharge procedure
Service from the Accounting Office or the Treasury
In addition, comments can also be sent via e-mail or expressed during the patients' stay / hospitalization. In all cases, staff inform their supervisors/Department Managers, who are responsible for promptly handling complaints and taking necessary corrective action. All observations and suggestions of patients and their relatives are always managed with absolute confidentiality and responsibility.
Unlike what happens in other Hospitals, the Euroclinic Group patient satisfaction survey is carried out by an external, independent, reliable and certified research company with the aim of ensuring the impartiality and objectivity of patient responses.
The company has ISO 9001:2015 and ISO 27001:2013 (ISO 27001 is an international standard for information security management GDPR encourages the use of certification systems such as ISO 27001:2013, since this standard describes the requirements that must be met by an organization in order to comprehensively and effectively manage its information security.)
Satisfaction survey of a sample of 13,105 patients by an external independent research company for 2021.
At Euroclinic Group, we consistently invest in quality and prove it with actions!
9 out of 10 patients hospitalized or visiting the clinics of the Euroclinic Group state that they are completely satisfied with the service and care they received during their stay there.
At the Euroclinic Group, having as our main goal the provision of the highest quality human-centered health services, we take the opinion of each patient very seriously and consider it valuable. That is why we systematically carry out surveys to measure the satisfaction of our patients and their companions, consistently from 2018 until today.
The quality assessment is based on 4 main parameters:
Scientific level and quality of medical staff services
Training and quality in patient care/service by nursing and administrative staff
Quality of facilities, equipment, infrastructure, cleanliness
Quality of patient care systems and processes
The survey was carried out on a random sample of 13,105 people (8,193 inpatients and 4,912 outpatients of the Euroclinic of Athens and the Euroclinic for Children) and the respondents were asked to evaluate the services of our two clinics.
As one of the pioneers in the Private Health Sector, we consider it our duty to share with absolute transparency our performance in all areas related to patient service and care, setting the bar for quality in Health even higher.
We are pleased to share with you our results for 2021:
INTERNAL PATIENTS 2021
2021 Adult Inpatient Clinic Average Satisfaction Score:
Satisfied / Very Satisfied
88.3%
Neutral
5.6%
Very dissatisfied/unsatisfied
4.5%
It was not answered
1.6%
Total Contact: 2,523 people
They responded to answer:
1,653 people
Average Response Rate:
65.5%
2021 Pediatric Internship Average Satisfaction Score:
Satisfied / Very Satisfied
91.0%
Neutral
5.2%
Very dissatisfied/unsatisfied
2.7%
It was not answered
1.1%
Total Contact: 758 people
They responded to answer:
568 people
Average Response Rate:
74.9 %
OUTPATIENTS 2021
2021 Adult Outpatient Clinic Average Satisfaction Score:
Satisfied / Very Satisfied
90.3%
Neutral
5.3%
Very dissatisfied/unsatisfied
2.8%
It was not answered
1.6%
Total Contact: 3,016 people
They responded to answer:
1,942 people
Average Response Rate:
64.3%
2021 Children's Outpatient Clinic Average Satisfaction Score:
Through surveys, the Euroclinic Group gives patients a leg up, collecting very important feedback with the aim of optimizing medical services and serving patients and their relatives.
