Patient: QR-code e-surveys via posters, the website, and iTPass improve response convenience.
Hospital: An 11-domain dashboard monitors scores, trends, and comments for quality improvement.
Comprehensive Electronic PREMs Program and Management：Since the second half of 2021, the hospital has routinely implemented electronic Patient-Reported Experience Measures (PREMs) across all care settings. A Power BI–based automated real-time management platform with interactive dashboards was introduced. Survey data are automatically updated every three hours, enabling managers and staff to monitor performance and identify issues promptly.
Regular Analysis and Timely Improvement：Since 2022, PREMs results have been reviewed quarterly by comparing current performance with previous and corresponding periods. Items showing statistically significant differences are addressed by responsible departments through systematic improvement actions.Since October 2023, open-ended patient comments have been reviewed daily and classified by priority. Feedback is promptly provided to responsible departments to facilitate timely process adjustments and optimization.
Public Reporting of Improvement Outcomes: To address patients' needs throughout their healthcare journey, key improvement initiatives and outcomes have been published quarterly on the hospital's official website through June 2026. This transparent approach demonstrates the hospital's commitment to valuing patient experiences, promoting accountability, and continuously improving healthcare quality.
Daily：Survey data are automatically transferred to the Power BI dashboard, where information is updated regularly. Open-ended patient comments are manually reviewed and promptly shared with responsible departments to facilitate timely follow-up, problem resolution, and process optimization.
Monthly：Responsible departments independently review the PREMs dashboard through the hospital's automated real-time Power BI management platform to monitor patient feedback and improvement progress. As of June 2026, the dashboard averaged 94 views per month, demonstrating routine use in quality management.
Quarterly：PREMs results and priority improvement areas are systematically analyzed. Departments are requested to investigate items showing statistically significant variation, implement corrective actions, and monitor improvement outcomes, thereby promoting timely, equitable, effective, and efficient healthcare services while advancing continuous quality improvement.
A Power BI–based automated management platform was established to provide real-time visualization of patient experience data. As of June 2026, the dashboard had recorded 3,670 views and 846 person-days of use, enabling responsible departments to promptly monitor patient feedback and track quality improvement outcomes.
Electronic Patient-Reported Experience Measures (PREMs) were fully implemented across the hospital in 2021. In 2022,the hospital launched the official iTPass App, allowing patients to complete electronic surveys after their visits. Since 2023, multiple promotional approaches, including self-service kiosk displays, printed materials, and QR codes, have been adopted. In 2024, additional multimedia devices were introduced, and promotional materials were further optimized in 2025 to improve survey accessibility and convenience. From July 1, 2021, to June 30, 2026, a total of 13,438 electronic PREMs questionnaires were collected, providing valuable patient feedback to support continuous quality improvement.
Since October 2023, a real-time open-ended feedback mechanism has been implemented. Patient comments are reviewed daily and promptly forwarded to responsible departments to facilitate issue tracking, workflow optimization, and continuous quality improvement. As of June 2026, 221positive patient comments had been collected, demonstrating patient recognition of healthcare services while providing valuable feedback for staff recognition and ongoing quality improvement.
The System Usability Scale (SUS) score was 77.5 (Grade C), exceeding the benchmark average score of 68.
Daily feedback response and quarterly public disclosure of improvement outcomes on the hospital website achieved a 100% implementation rate.
Patient Safety Culture (PSC) score: Increased from 58.7 to 63.9, with Teamwork improving from 74.0 to 79.1 and Safety Climate from 72.1 to 76.4.
Improvement outcomes publicly reported on the hospital website: 34 improvement projects.
Service Performance in the First Half of 2026: Outpatient 90.0, Emergency 85.3, Inpatient 97.8, with inpatient services reaching the highest average in recent years.
Positive patient feedback and suggestions: 221 cases (e.g., clear and patient communication during consultations, proactive encouragement from care teams, good postoperative care, etc.).
2026/10/19–22 Poster Presentation: Transforming Patient Voice into Ward-Level Patient Safety Culture: A PREMs-Based Closed-Loop Governance Model, IHF
2022/10/19 Poster Presentation: Create the Patient Safety Culture in the Ward and Improve the Satisfaction of Inpatients, ISQua 38th International Conference, Brisbane, Australia
2022/10/19 Poster Presentation: Improve Hospital Inpatient Experience Through Instant Feedback: The Case of a Regional Hospital in Taipei, ISQua 38th International Conference, Brisbane, Australia
2019/09/18–20 Poster Presentation: The Effect of Electronic Patient Satisfaction Questionnaire, International Forum on Quality and Safety in Healthcare, BMJ
Data entry cost: NT$33,904/year (≈ USD 1,060/year) → USD 0
Paper usage: 3,645 sheets/year → 0 sheets
Survey volunteers: 50 persons/year → 0 persons
