PATIENT EXPERIENCE OFFICE
A Better Experience at Every Touchpoint
The foundations of the patient experience approach in Türkiye were established in 2015 with the creation of the first Patient Experience Office at the Vehbi Koç Foundation American Hospital. Since 2020, the Koç University Hospital Patient Experience Office has continued to advance this vision.
Patient experience brings together the essential elements of quality care, timely service, easy access to information, effective communication, and seamless access to high‑quality healthcare. Throughout this journey, we focus on listening to our patients and responding to their needs with precision and care.
As the Patient Experience Office team, we provide a safe and supportive environment where patients and their families can share their suggestions, concerns, satisfaction, or questions. Every piece of feedback helps us recognize our strengths and swiftly implement improvement opportunities.
Our priority is to deliver care that exceeds expectations, enhance patient satisfaction, and continuously elevate the experience we provide. Guided by this commitment, we remain dedicated to listening, supporting, and being the voice of our patients at every step of their care journey.
For further information or questions, please do not hesitate to contact us at:
E-mail: experience@kuh.ku.edu.tr
Koç University Hospital – Patient Experience Index
The Patient Experience Index is a key quality indicator that enables us to evaluate care processes, patient experience, and overall satisfaction levels. Our goal is to deliver high‑quality healthcare with a safe, efficient, and patient‑centered approach.
Koç University Hospital – Outpatient Experience Survey
Patient satisfaction is a guiding principle at Koç University Hospital. Our Outpatient Experience Survey assesses patients’ experience and satisfaction levels, enabling us to continuously enhance the safety and quality of the care we provide.
Koç University Hospital – Inpatient Experience Survey
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), which is mandated across all hospitals in the United States, is recognized globally as a leading model for measuring patient experience. Inspired by this validated methodology, Koç University Hospital utilizes a standardized Inpatient Experience Survey to assess the quality of care delivered throughout a patient’s stay.
Our survey is one of the key tools shaping our quality standards. By understanding patient expectations and experiences, we aim to enhance satisfaction and continuously improve our care processes.
The survey is administered to discharged patients and focuses on the aspects they value most such as communication with healthcare providers, staff responsiveness, cleanliness and quietness of the environment, discharge information, and overall experience. Insights from this feedback guide us in identifying opportunities that elevate patient satisfaction and strengthen care outcomes.