To understand patients’ experiences at the Hospital da Luz Lisboa, patients are contacted by telephone after discharge and asked to respond to a brief satisfaction questionnaire. The questionnaire was designed according to international standards, which allow the results to be compared those from other health facilities, both national and international.
The customer satisfaction surveys at the Hospital da Luz were based on HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), an internationally recognized and scientifically validated model of patient satisfaction.
The surveys are conducted by an outside entity, by telephone, to all patients aged 16 to 75 years. Customer satisfaction is measured in the following areas: Employees, Perception of Quality, Hospital Environment, Food and General Satisfaction.