The new Digital Patient-Experience Assessment Tool captures patients’ perspectives on the quality of care across public hospitals, providing real-time feedback to guide health-system improvement. The tool became operational in July 2025. In its first phase it covers 109 hospitals and 576 clinics. The next phase will extend assessments to oncology and paediatric hospitals and clinics, as well as hospital emergency departments, once questionnaires are adapted to their specific needs.
Five days after discharge, each eligible patient (aged 18 and over who has been hospitalized for at least one day) receives an SMS with a unique link to an online questionnaire of 35 questions. Responses are anonymous and can be submitted within seven days.
The questionnaire covers every key aspect of healthcare quality:
- Accessibility
- Organization and coordination of care
- Quality of care and interaction with staff (communication, courtesy, trust)
- Support and involvement in decision-making
- Cleanliness, hygiene and nutrition
- Support and information at discharge
- Awareness and effectiveness of the Patient Rights Protection Offices (a nationwide institution handling complaints, safeguarding patient rights, and offering guidance inside hospitals)
- Overall evaluation of care received
All responses are stored in a secure central database and displayed on a dedicated platform with graded access:
- Ministry of Health: full access to national data
- The seven Regional Health Authorities: access to data from hospitals in their jurisdiction
- Individual hospital administrations: access to their own hospital data