Patient Satisfaction Survey

Patient Satisfaction Survey results from independent market research company

Chiefly aiming to provide quality healthcare services focusing on people, the Euroclinic Group takes into serious consideration and deems valuable the opinion of every patient. To this end, it has been carrying out patient and caregiver satisfaction surveys since 2018.

Quality is assessed based on 4 key parameters:

  • Scientific level and quality of the services provided by the medical staff
  • Training and quality patient care by the nursing and administrative staff
  • Quality of facilities, equipment and infrastructure, and cleanliness
  • Quality of patient service systems and procedures

As opposed to the rest of the hospitals, the Euroclinic Group patient satisfaction survey is conducted by an external, independent, credible and rated market research company, which ensures the impartiality and objectivity of the patients’ responses.

The survey is conducted on a random sample of Athens Euroclinic and Euroclinic Children’s Hospital inpatients and outpatients, and respondents are asked to evaluate the services of the two hospitals:

As one of the leaders in the private healthcare industry, we consider it our obligation to share our performance across all patient service and care sectors with absolute transparency, placing the bar even higher in terms of quality healthcare.

ATHENS & CHILDREN’S EUROCLINIC OUTPATIENT SATISFACTION AVERAGE, MAY 2020 – MAY 2021

ATHENS & CHILDREN’S EUROCLINIC INPATIENT SATISFACTION AVERAGE, MAY 2020 – MAY 2021

Net Promoter Score (NPS)

 

The Euroclinic Group took it a step further, incorporating the Net Promoter Score (NPS) in its quality measurement and assessment indicators. The NPS is an indicator that demonstrates the clients’ overall impression of the company.

This indicator extracts the percentage of clients who are likely to recommend the product or service they use to other potential clients.

The main question used is “How likely is it that you would recommend our product or service to a friend or colleague?”

Respondents are distinguished into 3 categories:

  1. Promoters (satisfied clients): score of 9-10
  2. Passives (passive clients): score of 7-8
  3. Detractors (dissatisfied clients): score of 0-6

The NPS arises by calculating the percentage of the total responses that correspond to Detractors and the ones that correspond to the Promoters, and subtracting the Detractors’ percentage from the Promoters’ percentage. The Passives are not used in the calculation, but are included in the total number of responses given, as these too are an indication.

The NPS is an absolute number.

A score higher than 30 is considered great, higher than 50 excellent and higher than 70 world class.

ATHENS & CHILDREN’S EUROCLINIC INPATIENT NPS 2019

NPS average: Athens Euroclinic: 57 (GREAT)

Euroclinic Children’s Hospital: 69 (EXCELLENT)

 

ATHENS & CHILDREN’S EUROCLINIC OUTPATIENT NPS 2019

NPS average: Athens Euroclinic: 59 (GREAT)

Euroclinic Children’s Hospital: 66 (GREAT)