Starting today, Greece has introduced a digital system for evaluating patient experiences in public hospitals. This initiative marks a significant step in the country’s effort to enhance the quality of care across its national health system (ESY), by directly involving patients in the feedback process.
The project was announced by Minister of Health Adonis Georgiadis, alongside Minister of Digital Governance Dimitris Papastergiou, and aims to give a voice to patients who have been hospitalized in ESY hospitals.
A New Digital Tool for Measuring Hospital Experience
At the heart of the initiative is a digital questionnaire designed specifically for inpatients—those who have stayed in hospital overnight or longer. Within seven days of being discharged, patients aged 18 and above will receive an SMS on their mobile phones containing a link to the survey. The process is entirely secure, with personal data verified through Greece’s national health ID system to ensure that only eligible patients take part.
The survey itself is brief, taking no more than three minutes to complete. It uses a simple scale from 1 to 5 to record overall satisfaction, while also gathering detailed feedback on specific aspects of care. These include:
- Accessibility to hospital services
- Organization and coordination of care
- Quality of care and interaction with medical staff
- Involvement in decision-making
- Cleanliness, hygiene, and food
- Information and support provided at discharge
- Awareness and efficiency of hospital information desks
- Overall satisfaction with care received
The responses will be used to calculate individual scores for each hospital and clinical department. These scores will then be made public, promoting transparency and encouraging improvements across the system.
“Giving a Voice to the Patient”
“This gives patients a real voice,” said Health Minister Georgiadis. “We will be able to understand their experiences—from whether there were clean sheets and toilet paper to how quickly staff responded. It’s a way to measure performance, hospital by hospital, clinic by clinic.”
The project is part of a broader strategy by the Ministry of Health to upgrade healthcare services in Greece. It is being funded through the Recovery and Resilience Facility (RRF), a European Union program designed to support economic recovery.
Digital Governance Minister Dimitris Papastergiou emphasized the value of this approach: “This is not just about gathering data. It’s about using that data to improve our health system. We’re giving citizens a safe and simple way to tell us about their care. There’s no fear of criticism—we want to hear what went well and what didn’t.”
He added that the necessary infrastructure and personnel are now in place to support the digitization of the country’s healthcare system.
Citizen-Centered Healthcare
Deputy Health Minister Marios Themistokleous framed the project as a paradigm shift in public health: “It’s time to listen to the people. This is what we mean when we say: ‘You for the ESY’. For the first time, we are going to the citizen and giving them the means to speak—anonymously and honestly—about their experience.”
The digital platform mirrors the existing e-prescription system, where patients receive prescriptions via text message. According to Health Ministry Secretary General Lilian Vildiridi, the process has been carefully designed to protect patients’ privacy and data security at every stage.
With this initiative, Greece takes a major step forward in involving patients directly in the reform and continuous improvement of its public healthcare services. The hope is that this new level of accountability will foster a more responsive, transparent, and efficient national health system for all.
source: lifo.gr
