The Ministry of Health publishes the Patient Experience Survey, designed to evaluate the hospitalization experience from the patient’s perspective and identify the factors that most influence satisfaction and trust in the healthcare system.
The survey serves as a management and learning tool for the Ministry’s leadership and hospital administrations. It reflects a system-wide approach that promotes learning, identifies gaps, maintains achievements, improves performance, and fosters healthy competition—all of which drive continuous improvement and enhance the quality of healthcare services.
In the Patient Experience Survey for hospital inpatient departments conducted by the Ministry of Health, 86% of patients in general hospitals who participated in the survey responded “to a great extent” or “to a very great extent” when asked: “To what extent did you feel you were in good hands during your hospitalization?” In addition, 81% expressed high satisfaction with their overall hospitalization experience. The national composite score across all survey measures was 82%, similar to the score from the previous survey conducted in 2021.
The findings also show that interpersonal relationships and the quality of communication with healthcare staff have a greater impact on the hospitalization experience than physical conditions or facilities.
This was the fifth survey conducted by the Ministry of Health, carried out between November 2024 and March 2025. The first survey took place in 2014, and the most recent one before this was in 2021.
The survey aims to continually improve the healthcare system, including the patient experience. To make it a practical tool for hospital management, each hospital received a summary report this year containing its relevant scores by patient experience indicators, comparisons between different department types, and more.
Additional findings from the survey include the “Courtesy and Respect” index, which received a score of 84%; the “Discharge Process” index, which scored 83%; the “Effortless Service” index, which received 78%; and the “Physical Conditions and Environment” index, which scored 76%. Among the tertiary medical centers, Soroka Medical Center achieved the highest overall score; among large hospitals, Meir Medical Center ranked highest; Carmel Medical Center led among mid-sized hospitals; and Laniado Hospital ranked first among small hospitals.
In recent years, patient service and experience have become increasingly central to the healthcare system. Hospitals in Israel now recognize that this is not only an important value in itself but also a key factor affecting the patient as a whole — including recovery and clinical healing.
Dr. Safi Mandelovitz, Deputy Director-General of the Ministry of Health: “The survey is intended to continuously improve the healthcare system, particularly regarding the patient experience, based on the belief that patients’ feelings and perceptions are essential components of care quality. This survey—significantly updated and improved since the previous one through close collaboration with hospitals—reflects a system-wide approach. We are committed to ongoing improvement to continue providing excellent medical care with respect and dignity for every individual.”
Ofer Zilbertal, Head of the Public Service Division at the Ministry of Health: “The Patient Experience Survey shows that the quality of human and professional relationships between staff and patients is the key factor in a positive hospitalization experience. Not only is personal attention highly valued by patients, but it is also the main factor influencing overall satisfaction. The Ministry of Health sees this as encouraging proof that even under challenging physical and operational conditions, the human element remains the most significant factor.”