Our patients’ appreciation
Since we want to continue improving our healthcare, it is important always to have insight in how our patients experience our care. Because care is only good if it is experienced as such. We measure our patients’ experience continuously by means of our Patient Experience Monitor (PEM).
In 2023, 21,254 adults who came to outpatients filled in the questionnaire (20,292 in 2022). And 6,571 adults who were hospitalized (6,641 in 2022). Both the appreciation of our care in the outpatient clinic and in the hospital was equal to the appreciation of both in 2022.
To continue improving via input from patients, in September 2023, we updated the questionnaire for adults who come to the outpatient clinic. We added a number of new topics and adjusted questions with four response categories instead of three. We also checked whether the questionnaire was written in understandable language and adjusted it where necessary.
The overall patient experience gives a consistent and high result. We take actions where ever it is possible to make sure we improve our care constantly. All based on the need of our patients.
What have we done to improve healthcare?
Patient experience overall shows a stable and high score. We continue however to take action where possible to keep improving our care, in line with patients’ needs.
We have for instance made it possible since 2023 for patients to ask for more understandable information on drugs via the drug overview portal ‘My UMC Utrecht’. Through animation, patients can now get their own information on the related drug. At the initiative of various colleagues who receive signals from patients outside the care relationship, we have also started with a Patient Signals work group. In this way we are trying to get a more complete picture of patients’ experiences, including less pleasant or negative aspects. Based on this we are learning and improving.
Cooperating with patients
In our Patient Experience Monitor (PEM) we ask adult patients two specific questions on patient participation. The average score on these questions remains stable at a high level.
Do you feel that you have enough opportunity to share your own knowledge and experience with your care givers? | |||
Appraisal of the outpatient clinic | Appraisal of the clinic | ||
2023 | 96% | 94% | |
2022 | 96% | 94% | |
Were you allowed to co-decide on your treatment or examination? | |||
Appraisal of the outpatient clinic | Appraisal of clinic | ||
2023 | 93%* | 86% | |
2022 | 92% | 85% | |
*Question changed from: Were you able to participate in deciding about your treatment or examination? ‘Did you decide together with the healthcare provider about your care and treatment?’ with new possible answers to go with it.
Did you feel that you were heard completely, during your treatment or appointment? | |||
Appraisal of the outpatient clinic | Appraisal of the clinic | ||
2023 | 58% | 46% | |
2022 | 60% | 48% | |
In this regard there is room for improvement. As of January 1, 2023, we have therefore included the topic ‘feeling heard’ as a new KPI focus. Our target is: at least 60% feel completely heard. What if we don't reach the target? Then we’ll discuss it among ourselves and with patients. In 2023 quality officers from various divisions conducted a total of fifty telephone conversations with patients who did not feel that they had really been heard. This gave us a lot of insight into the factors that determine whether patients feel heard. When employees listen during conversations and think along, most patients feel that they have been heard.
