Data, facts and instruments on the German health system
What it is about
When measuring patient satisfaction, only the key performance indicator „Patient Care Quality Score (PCQS)“ provides a realistic picture in comparison with classical methods such as school grade scaling.
The superiority of the PCQS in terms of objectivity and realism compared to the school grading system is shown by the result of a comparison: if school grades and requirement/satisfaction values are collected in parallel, the grade „3“, for example, is associated with PCQS values between 31.4% and 54.7%. The range makes it clear how little precise the school grade value is.
Differentiated analysis results
The indicator enables general practitioners and specialists to determine the satisfaction of practice visitors with the key features of practice management in a benchmarking comparison with the requirements. This is done both for each characteristic individually and aggregated from the detailed results to an overall key figure. This assessment leads to a differentiated identification of core and marginal strengths and weaknesses and thus also provides concrete recommendations for action, both with regard to each performance component and in terms of urgency. In addition, a determination of the level of care quality can be made:
PCQS above 80 %: Excellence
An overall score that falls within this range signals an unqualified positive recognition of a perfect service. The few facilities that achieve this score all have systems in place to closely monitor patient opinions and the topic is an integral part of regular team meetings.
PCQS between 60 % and 80 %: Excellent.
The performance of GP and specialist practices in this category is close to perfection, but has minor shortcomings that do not cause major irritation or even annoyance.
PCQS between 50 % and 60 %: Above average
The performance of the practices in this rating level is characterised by some deficits that are annoying for the patients, but whose effects are partly cushioned by the quality of the medical care. However, the dissatisfaction is reflected in a lower willingness to recommend compared to the first two groups.
PCQS between 40 % and 50 %: Below average
Practices with scores in this interval do not meet important requirements in implementation. This leads to some patients even articulating their anger directly in the practices; moreover, the willingness to change is strongly developed.
PCQS between 0 % and 40 %: Poor.
The care in practices in this sector does not meet patient wishes at all, visits to the doctor are often one-off, patient loyalty is very low, as is the willingness to recommend.