The Patient Experience Measurement Program, provided by the Ministry of Health (MOH), is one of the national transformation initiatives to improve patient experience and to achieve distinctive health care by the Assistant Agency for Planning and Organizational Excellence, in cooperation with Quality General Department, Patient Experience Centre, Vision Realization Office (VRO), and all healthcare service providers.
The program aims to enable beneficiaries (patients and their families) to engage in quality improvement by measuring their satisfaction with various health services in MOH’s facilities through surveys designed for each visit separately. It features a number of hospitals, specialized centers, primary health care centers, blood banks, tobacco cessation centers, premarital screening centers, 937-Service Center and other therapy visits. The program extends the scope of operations to cover all MOH’s facilities.
To ensure our commitment to the highest standards in this regard, we work with an independent third party (Health.Links/ Press Ganey), to manage surveys and to issue the program-related reports. Thus, there is no bias in measurement or results across MOH's facilities.
Over three decades of research and expertise, Press Ganey has become a pioneer world company in measuring and improving patient experience. The company works with more than 35,000 health facilities worldwide (including more than 50% of US hospitals) to improve the quality of health care. Health.Links/ Press Ganey's regional partner is a Saudi-based company that conducts more than 2,500,000 surveys annually and has the largest set of patient experience benchmarks in the region.
For more details, please visit Press Ganey's Website.
The outputs of the program are identified in the following points:
- Measuring the patient experience in selected MOH facilities and services through Press Ganey Solutions specialized in quality improvement and patient experience researches.
- Developing a standard for patient experience levels at the national level.
- Comparing the level of services provided by MOH’s facilities.
- Comparing patient experience levels in MOH’s facilities with counterparts in GCC and international level, using Press Ganey standards.
- Understanding the priorities and factors that improve patient experience at the level of MOH’s facilities and services.
