90% of Sheba patients are satisfied with medical and nursing staff
90.3% of the patients in Sheba are very satisfied with the medical staff, and 87.8% of the patients are very satisfied with the nursing staff. This is according to a telephone satisfaction survey conducted by Sheba Medical Center among 4,000 patients
The first satisfaction survey in the history of Sheba Medical Center, which is also among the first of such surveys in Israel’s public health system, was initiated by the Service and Experience Unit in Sheba.
The survey was conducted with the understanding that excellence in service and patient experience is a continuous process consisting of regular service quality verification.
The publication of the survey’s results reflects Sheba’s policy of transparent conduct, and the value Sheba places on excellent quality of service and patient experience, which are integral parts of the clinical treatment.
The survey was conducted throughout 2017, with 45 units surveyed – 29 departments and 16 clinics. The patients surveyed were questioned about the service experience in a variety of subjects, including: general satisfaction, a sense of trust in the staff, attitude, information disclosure, and physical and environmental conditions.
Dr. Ilan Ben-Zvi, director of the Internal Medicine Department F, who won the highest rating in the survey, explains: “There is a mobilization of all sectors in the department, from doctors, nurses, social workers, auxiliary staff and clerks. There is great importance in the human capital which is the department’s staff, the overall atmosphere and the emotional intelligence of each of the therapists.” The head nurse, Liron Abiziz, adds, “The department is a form of home to us. Our goal is to maintain mutual respect, and to manage differences on neutral grounds. I believe that if we find the common ground, in the long run it will be good for all of us”.
Following the success of the survey, the high responsiveness of the patients and the desire of the units’ heads to deepen the activity in the field and improve the service, the survey will become an annual tradition. The Service and Experience Unit is currently starting to review more than 5,000 patients who visited or were hospitalized in one of the 58 units at the Cancer Center, the Rehabilitation Hospital, the Heart Center and the Outpatient Clinics.