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Table 9 Patient-oriented culture and leadership

From: Quality of care in cystic fibrosis: assessment protocol of the French QIP PHARE-M

Patient-oriented organization

1. Our organization works to properly identify patient needs and expectations.

2. The professionals handle patient requests promptly.

3. Patient complaints are analyzed to identify recurring causes and prevent problems from being replicated.

4. The organization uses data from the patients themselves to improve services.

5. The organization uses data regarding patient satisfaction and/or patient expectations to improve services.

Leadership at the CFC

1. The leader develops interesting/exciting opportunities for our organization.

2. The leader proposes new and even innovative ideas to improve management services and processes.

3. The leader drives the organization to meet patient needs and ensures management/care safety.

4. The leader takes into account the needs of both the service and the staff during major changes within the organization.

5. The leader builds close, positive relationships with the other departments in the hospital.

6. The leader builds close cooperative relationships with other organizations outside the hospital.