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 the excellent quality of service and patient experience, which are integral parts of 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, “A department is a form of home to us. Our goal is to maintain mutual respect and 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 Jusidman Oncology Hospital, the Rehabilitation Hospital, the Heart Center and the Outpatient Clinics.
