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IPSI ihf 7 9/30/05 12:38 Page 27 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
IPSI ihf 7 9/30/05 12:38 Page 28 MANAGEMENT: COMMERCIAL FEATURE The IPSI Index is the main performance indicator giving the weighted score for hospital performance. The entire model, including the cause – effect relationships between the aspects (impacts) are estimated using Structural Equation Methods and analysed simultaneously. This gives information about the levels of performance as well as about possible improvement strategies. All results may be compared with other hospitals and also with benchmark figures in other sectors. Results presentations for hospitals For each of the aspects both levels on the index (between 0 –100) and impact (that is the strength of the causal relationship from a driver to another or to the effects) are given. The comprehensive results are presented in priority matrix format sorted in the four sectors (low – high priority; maintain – improve). For each result both the scores for the present measurement/study and any time-series are given. Similarly benchmarks for comparable hospitals/clinics are also given in the form of averages. The value of the approach will increase successively as more and more time series comparisons, and analyses of effects from improvements, may be added. Also comparisons with other industries and sectors of the economy will be available for participating hospitals. A pilot study underway A pilot study in four countries – UK, France, Germany and Sweden – is now underway. This aims at calibrating the measurement and analysis system, including the data collection schemes. At the same time, substantive results constituting a baseline and benchmark for future work will be obtained. The results will be available in early fall. This pilot is financially supported by Pfizer. All hospitals welcome to join IPSI will be available to conduct hospital-specific studies on an ongoing basis from Autumn 2005. Any hospital, both in Europe and overseas, is welcome to contact IPSI to discuss joining the initiative. As it is based on the framework of syndicated research cost-efficiency and value for money for client hospitals is guaranteed. ❑ Dr. Jan Eklöf IPSI Secretariat E-mail: jan.eklof@epsi-rating.com 28 | World Hospitals and Health Services | Vol. 41 No. 3
Page 1 and 2: 2005 Volume 41 Number 3 Internation
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