The PREMs Observatory – Patient – Reported Experience Measures – Hospital was designed and implemented by the MeS Laboratory of the Scuola Superiore Sant’Anna in Pisa starting in 2017.
The survey aims to collect and provide healthcare managers and professionals at all levels of the healthcare organization with patients’ feedback on their hospitalisation experience, in order to support them in introducing improvements in service delivery processes.
The survey is potentially addressed to the entire population of patients discharged alive, with the exception of nurseries, intensive care units, neonatal intensive care units, SPDC, COVID-19 wards, and wards classified as “collaboration with accredited private providers”.
Thanks to continuous feedback and ongoing updates, professionals are able to contextualize responses and better understand how to enhance good practices or implement improvement actions.
The questionnaire consists of a total of 39 questions, structured along the patient pathway (from admission to discharge), helping patients recall and describe the aspects that characterized the different phases of their hospital stay. Alongside standard closed-ended questions on the inpatient experience, narrative sections have been introduced, including open-ended questions through which patients can describe their experience, highlighting the aspects of hospitalization they consider most significant.
Currently, the Hospital PREMs Observatory includes all public healthcare organizations in the Tuscany, Veneto, and Umbria regions.