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MANAGEMENT: COMMERCIAL FEATURE
IPSI: the global benchmark
for strategic analysis and
improvement
IPSI (INTERNATIONAL PATIENT SATISFACTION INDEX)
has been established in order to support progressive
hospitals in developing their performance based on direct
feedback from the patients’ perspective. The framework
offers systematic comparisons with best practice
benchmarks, both within the sector and with other areas of
the economy and society at large.
IPSI because:
The International Hospital Federation’s (IHF) mission is to
improve world health. The IHF achieves this through the
global exchange of experience and management techniques
and by encouraging the international cross-fertilisation of
ideas among health service professionals in its hospitals. The
IHF has identified definite requirements among hospitals for
further knowledge on hospital management in general and
patient satisfaction in particular. From this, it is observed that:
Hospitals search for:
➜ Global benchmarking possibilities within the hospital
sector and with other industries to establish best
practise performance.
➜ Global benchmarking possibilities of ‘excellence
centres’ within the hospital sector.
➜ Better strategic and operational management tools to
enhance improvements and to meet increasing
competition due to growing internationalisation.
➜ Scientifically based methods to measure patient
satisfaction to meet the needs of a customer focused
approach.
➜ Methods to sharpen cost effectiveness and quality.
IPSI is the answer to such challenges. It is the first global
index focusing on patient satisfaction. It uses state-of-the-art
methodology and is conducted by a neutral organisation.
Behind IPSI stands the IHF as well as the EPSI Rating (the
global network for customer satisfaction improvements in
the economy) and European Health Economics. This brings
together competences from the hospital industry,
health economics and quality management including
contemporary statistical research and performance analysis.
IPSI is different from other initiatives and models to
capture customer satisfaction by its strong integration with
strategy, and the cause-effect approach. Thus, it does not
only tell you what patients think and prefer, but also why
they have the perceived preferences and how the hospital
can improve effectiveness based on this information.
IPSI characteristics include:
➜ It is worldwide in scope and coverage.
➜ It offers a global standard using best practice survey
methodology.
➜ It is built around also non-clinic patient satisfaction
focusing on strategic issues establishing the crucial
framework for future.
➜ It reveals cause and effect in terms of patient
satisfaction.
➜ It enables hospitals to analyse what financial effects
improvements have.
➜ It enables hospitals to benchmark their operations with
other industries.
➜ It enables hospitals to benchmark themselves within
the hospital sector and peers in crucial areas of
excellence.
The IPSI Framework
The framework is developed around a structural model
featuring crucial aspects of the hospital cause – effect chain.
The aspects (latent variables) in the model are divided into
Effects (right hand side) and Drivers (left hand side). Values
of the aspects are estimated based on empirical surveys to
participating hospitals. Each aspect is measured with a
number of (manifest) questions, usually no less than three.
Drivers (enablers):
➜ Hospital image.
➜ Patient expectations.
➜ Available resources.
➜ Process quality.
➜ Quality and structure.
➜ Perceived value.
Effects:
➜ Perceived medical outcome.
➜ Quality of life.
➜ Loyalty and Trust.
➜ IPSI Index.
Vol. 41 No. 3 | World Hospitals and Health Services | 27