As a triple epidemic hits the country, most French people make health and hospitals an important subject.
More than half even believe that it is a priority issue.
But this great adherence to our healthcare system does not prevent strong concern for the weeks to come.
According to an Odoxa poll carried out for
*, 86% of those questioned consider
a risk of saturation of access to hospitals and clinics this winter to be
More generally, 66% of French people and 95% of hospital staff believe that the quality of care provided by health establishments will deteriorate.
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However, most of those questioned have a positive image of health establishments, both public and private.
And nearly nine out of ten consider that, unlike the government, hospitals and even more so the nursing staff have been up to the health crisis.
Patient satisfaction has thus increased by 3 points since the pandemic and reached the exceptional level of 89%, whereas it tended to decline in the last years before the Covid.
The share of “dissatisfied” after a visit to the hospital had thus increased from 9% in May 2015 to 16% in June 2016, to peak at 20% in October 2017;
it is now 11%.
There has also been a change in patient behavior since the start of the pandemic.
The use of sites and applications such as Doctolib has exploded (80% use, up 28 points), as has the use of telemedicine, which represents a quarter of consultations (+ 18 points).
More than one in five French people now takes the time to “rate” a doctor or establishment on the internet after consultation.
According to Caroline Desaegher, director of patient experience at VivaltoSanté, patients no longer want to just play a passive role but to make their expectations heard:
“A growing number of chronically ill people are becoming “experts” in their pathology.
Easier access to information, including medical information, and the possibility of giving one's opinion, of comparing, contribute to generating these increasingly qualitative expectations.
If the quality of care remains the fundamental basis, everything that revolves around care, what we call “the patient experience”, is becoming a major issue for establishments.
Indeed, many French people expect the healthcare system to continue to evolve after the crisis.
More than 40% of respondents believe that hospitals and clinics should have other objectives, from improving patient satisfaction to health prevention and access to care for all.
Thus, ancillary areas (room, catering, access to the hospital, etc.) arouse the dissatisfaction of more than three out of ten patients.
Digital, territory (medical deserts), social responsibility, etc.
must also be better taken into account, insists Daniel Benamouzig, director of the health chair at Sciences Po: care for all and patient experience.
* Odoxa barometer for Vivalto Santé and “Le Figaro santé”, produced with the scientific assistance of the Sciences Po health chair. Survey carried out online from November 30 to December 8, 2022, on a sample of 2,010 people representative of the French population aged 18 and over, including 727 patients, and on a sample of 405 healthcare professionals.