Table 4.

Experience and satisfaction items related to the patient’s journey

Stage of the patient journey	Items	Service quality dimension	Mean	SD
Outpatient visit and Examination Outpatient Clinic	Satisfaction (1 = not at all – 5 = a great deal)
	Waiting time between prehospitalisation and hospitalisation	Administrative	4.6	0.7
	Waiting times and handling of incoming documents	Administrative	4.5	0.8
	Courtesy and helpfulness of the administrative acceptance staff	Interpersonal	4.8	0.5
	Clarity of signage inside the university hospital	Environment	4.8	0.5
	Experience (1 = negative – 5 = positive)
	How easy was it to reach the hospital to make the specialist visit with the surgeon?	Administrative	4.7	0.7
	How easy was it to reach the hospital to perform the exams in preparation for surgery (pre-hosp.)?	Administrative	4.6	0.8
	How useful was the information you received to organise hospitalisation?	Administrative	4.5	0.8
	How easy was it to reach the ward?	Administrative	4.6	0.6
Hospitalisation surgery	Satisfaction (1 = not at all – 5 = a great deal)
	Quality and cleanliness of the environments	Environment	4.8	0.4
	Availability of your doctor to you and your family	Interpersonal	4.7	0.7
	Professionalism and attention given by your doctor during hospitalisation	Technical	4.8	0.6
	Presence and availability of nurses and healthcare personnel	Interpersonal	4.7	0.7
	Professionalism and competence shown by nurses during care procedures	Technical	4.8	0.6
	Clarity and timeliness in providing information on care and on the state of health	Technical	4.7	0.6
	Experience from arrival in the ward room to surgery (1 = negative – 5 = positive)
	How do you feel inside the room you were assigned to?	Environment	4.3	1.0
	Were you able to be with your family when you wanted?	Family	4.4	0.9
	How useful was the information you received to prepare for surgery?	Technical	4.5	0.8
	Did the doctor explain to you in an understandable way everything you needed to know about surgery, length of stay and the postsurgery period?	Technical	4.3	0.9
	Did the anaesthesiologist explain to you in an understandable way everything you needed to know about surgery and pain treatment?	Technical	4.3	0.9
	Did the doctors give you the time you need?	Interpersonal	4.4	1.0
	Did the nurses give you the time you need?	Interpersonal	4.6	0.7
	Have you been involved in decisions about your care?	Involvement	4.0	1.1
Postsurgical care and discharge	Experience from surgery to discharge (1 = negative – 5 = positive)
	Were you able to be with your family when you wanted?	Family	4.7	0.6
	Were the indications on the clinical path after the surgery useful?	Technical	4.4	0.8
	Did the doctors give you the time you need?	Interpersonal	4.3	1.1
	Did the nurses give you the time you need?	Interpersonal	4.5	0.9
	Have you been involved in decisions about your care?	Involvement	4.3	0.9