Objectives: This study aimed to develop a methodology suitable for assessing patients' perception of quality of care received in Irish hospitals nationwide.
Setting: Thirteen acute care hospitals throughout Ireland participated in the study. Patients were surveyed approximately 3-6 weeks following discharge. The development work was undertaken by the Irish Society for Quality in Healthcare.
Design: The survey utilized Computer Aided Telephone Interviews to receive and collate patient feedback. The questionnaire was developed through utilization of focus groups and extensive piloting. Patients perceptions in a wide range of areas were examined including admission procedures, pain management, adherence to the patient charter, medication, and overall satisfaction.
Study participants: A total of 3757 patients were randomly selected for interview during the study period, of whom 3276 were eligible. The remaining 481 patients were unable to participate because of death, hospital re-admission, illness or severe cognitive impairments. With a total of 1950 respondents, this entire study yielded a response rate of 59.5%.
Results: This paper indicates how a national society may assist the health system in developing a survey for assessment of patients' perception of quality of care. The results of the survey assisted organizations in identifying many improvement opportunities, mainly in relation to information and communication.