Significant improvement in all patient experience indices at the Laniado Sanz Medical Center.
The “general satisfaction” index has grown by 10%, the “willingness to recommend” index – by 13%, and the overall summary score – by 6%.
The Ministry of Health’s Patient Experience survey for 2021 states that in all survey indices, an increase was recorded at the Laniado Sanz Medical Center. The survey examined 11,826 patients from all hospitals in Israel, who were released from the hospitalization wards during the period from May to December 2021. Approximately 500 patients from different hospitalization wards were surveyed and asked about various aspects in areas related to the patient’s hospitalization experience. The questions dealt with issues such as the treatment and respect of a patient, providing information and explanations, the effectiveness of treatment in the aspect of admission and discharge procedures, physical conditions during the stay in a hospital and more. In the surgical division of Laniado there was an increase of 10% (!). In the concluding score examining the experience of patients hospitalized in the ward the percentage of improvement in the surgical division is the highest in Israel – only three hospitals showed the same improvement in the surgical division. Laniado’s overall score improved by 6% and reached 82%, a figure that was cited in the report as one of the hospitals that showed a significant improvement in comparison to previous years.
A closer look at the report’s data reveals that patients in Laniado are satisfied with the treatment in general. Therefore, the “general satisfaction” index there has grown by 10%, the index of physical conditions during the hospitalization has grown by 9%, and the most important index -the “willingness to recommend” has grown by 13% (!).
Ms. Noa Lemmel, Director of the Patient Service and Patient Experience Unit, stated: “The real heroes of this report are teams of the hospitalization departments. Their dedicated work, collaboration with the unit staff and willingness to make changes in work procedures led to success”.
Mr. Nadav Chen, CEO of the Laniado Sanz Medical Center, congratulated the staff of the Service and Patient Experience Unit, dealing with the development and implementation of service-oriented work procedures in all of the hospital’s departments, and said: “This is hard and dedicated work of teams of all departments, which was done while coping with the Corona waves. This report attests to the human quality of the teams! The 13% increase in the willingness to recommend the hospital is a huge certificate of honor for all of us. I also thank the staff of the Patient Service and Experience Unit, managed by Ms. Noa Lemmel, who has been performing Sisyphean work for a number of years, with great success. The report addresses issues that are part of the core values of the Laniado Sanz Medical Center – treatment including a holistic approach to the condition of patients and families, provision of emotional response and maximum information, in addition to clinical treatment. These values have already appeared in the cornerstone of the hospital, formulated more than four decades ago, by Maran Kak the Rebbe of Sanz Zatzokla. This cornerstone eventually became the basis of the Patient’s Rights Law in the State of Israel”.
