Quality of Care

Assessing the health of Genevans

Geneva University Hospitals seek to improve the quality of life of the entire population, regardless of age, origin or socio-economic status. To achieve this goal and guide public health policies, the 'Health Bus' initiative of the Population-based Epidemiology Unit (FR) (UEP) has reached out to residents by regularly parking up in the heart of the city. Since 1993, it has conducted studies on the health of the Geneva people and makes visits to companies in the city.

1. Patient views

98% of patients are satisfied with the care received

The evaluation of patient satisfaction is a recognized indicator of the quality of care and services provided by a hospital.

Since 2001, the HUG has conducted a survey of approximately 3,000 patients who have been hospitalized for more than 24 hours. They answer a questionnaire containing 44 questions. The response rate is over 50%. The data collected provides a valuable insight into what patients appreciate, and areas that require improvement.

Care quality


Mission of the Care Quality Division

The mission of the Care Quality Division is to promote care quality at the Geneva University Hospitals, in such a way that the public hospital best meets the needs of the population. This mission involves providing services, training and research.

The main fields of activity of the Care Quality Division are the following:

  • Management using quality 
  • Care process 
  • Surveys (patient satisfaction, private practice physician satisfaction, safety culture, etc.) 
  • Care safety (managing incidents, Mortality/morbidity review)
  • Patient information/participation 
  • Indicators of care quality

The Care Quality Division has other activities, such as providing methodological support division quality projects or organizing HUG quality days.


In October 1997, under the advice of Professor A.-F. Junod, the Chief Medical Officer at the time, the Geneva University Hospitals formed a Care Quality Group to better understand future challenges in this field.

This group complemented other facilities that were already working in the care quality field, such as the Infection Prevention and Control Division and the Quality Section of the Care Directorate.

In 2002, the Quality group became the Care Quality Division. It is part of the Medical and Quality Directorate and has been under the responsibility of Dr. Pierre Chopard since June 2007.

The patient’s charter

HUG is committed to seven key points which demonstrate the high ethical principles of the professionals who work there.

The welcome is the first form of care
Anyone requiring treatment is admitted without any kind of discrimination concerning their origin, religion, opinions, illness or disabilities. Following an evaluation of their needs, they are directed towards the most suitable treatment.

Pain Network


Mission of the Pain Network 

The HUG Pain Network aims to develop links between stakeholders on the ground involved in the fight against pain throughout HUG.

Its has a unifying role. This makes it possible to create synergies between divisions and between professions. It must identify common objectives, while respecting the specificities of the different divisions and the needs of individual patients.

Without seeking to replace the divisions, it aims to support fellow staff in their efforts, to continually improve the consideration of the experiences of patients who are suffering and the quality of analgesic care.

The network allows an exchange of ideas and a sharing of skills. It aims to create awareness of the resources present at HUG, both in terms of motivated and trained staff and in terms of technical resources, to ensure these resources are more widely used to relieve patients. More specifically, the mission of the Pain Network is as follows:

  • Improve the pain “trinity” at HUG: “Assessment - Treatment - Follow-up”
  • Promote information to patients and their close friends and relatives regarding managing pain
  • Promote the continuing education of staff in the field of pain
  • Promote pain management quality as a care quality criterion.


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