Client Satisfaction toward Healthcare Service of the Hospital

• Outpatient Department

Bangkok Hospital Phuket uses the “Clinician & Group Consumer Assessment of Healthcare Providers and Systems” or CG CAHPS assessment form, which is a standardized assessment form created by the Centers for Medicare & Medicaid Services, USA. This form is widely accepted in leading hospitals around the world for measuring service satisfaction of clients in the Outpatient Department, including the important dimensions of the services of physicians and nurses, and the overview of the hospital service system.

CG-CAHPS

In 2018, the clients in the outpatient department gave an average satisfaction score of 81.1 percent, which is greater than in 2017 by 3.5 percent and higher than the international standard score by 20.1 percent.

CG CAHPS: Clinician & Group Consumer Assessment of Healthcare Providers and Systems is the overall rating of outpatient services.

*source: https://cahpsdatabase.ahrq.gov

• Inpatient Department

Bangkok Hospital Phuket implements the “Hospital Consumer Assessment of Healthcare Providers and Systems” (HCAHPS) assessment which is a standardized assessment form widely accepted and being used in leading hospitals around the world for measuring service satisfaction of Inpatient Department. The form is used to assess the experience of the clients toward the services of the physicians and nurses, the patient safety service, the knowledge providing when discharge as well as the hospital environment.

HCAHPS

In 2018, the clients in the Inpatient Department rated an average satisfaction score of 76.4 percent, increasing from 2017 by 5.6 percent. This will be an opportunity to develop the service system of the Inpatient Department to be equivalent to the leading hospitals in the United States where are holding an average satisfaction score of 79 percent.

HCAHPS: Hospital Consumer Assessment of Healthcare Providers and Systems is the overall rating of the hospital stay.

**source: www.hcahpsonline.org

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