E-Satis: Questions, access, and key indicators explained

How do I access E-Satis?

For patients

You will automatically receive the E-Satis questionnaire by mail approximately one month after your discharge from the hospital. You can also complete it online if the facility offers this option.

Good to know: All patients hospitalized for more than 48 hours in medicine, surgery, or obstetrics (MCO) are affected.

For healthcare professionals

E-Satis results are available via:

• Scope Santé (HAS public website): consultation and comparison of scores between institutions
• Your internal dashboard: detailed analyses by department, changes over time
• Annual reports submitted by the collecting agency (IFOP or other authorized service provider)

Questions from the E-Satis questionnaire

The questionnaire contains approximately 60 questions organized into specific themes. The areas assessed are as follows:

1. Reception and admission

• Time taken to receive treatment in the emergency room or upon admission
• Quality of reception by administrative staff
• Information provided about the course of the stay

2. Room and comfort

• Cleanliness of the room
• Noise level and quietness
• Overall comfort of the accommodation

3. Healthcare team

• Availability of nurses and nursing assistants
• Attention paid to your condition
• Quick response when you ring the bell
• Respect for your privacy and dignity

4. Medical team

• Availability of physicians
• Quality of explanations about your health condition
• Participation in decisions that affect you

5. Patient information

• Explanations about examinations and care
• Information on medications and their side effects
• Clear answers to your questions

6. Pain management

• Regular assessment of your pain
• Effectiveness of pain relief treatment
• Handling your complaints

7. Food

• Meal quality
• Proposed choices
• Adaptation to your needs (special diets)

8. Organization of the outing

• Preparing for your return home
• Information about your follow-up care
• Submission of the hospitalization report
• Coordination with your primary care physician

9. Overall impression

• Would you recommend this establishment to your friends and family? (crucial question)
• Overall satisfaction rating

The 3 most important indicators

The E-Satis results are summarized in three main scores published on Scope Santé:

1. Single room score (if applicable)

Measures the comfort and quality of single room accommodation.

2. Care score

This is the most important indicator. It assesses:

• Relationship with healthcare and medical teams
• The quality of the information provided
• Respect and attention for the patient
• Care coordination

3. Establishment recommendation score

Final question: "Would you recommend this establishment?" This is the best predictor of overall satisfaction.

Why are these indicators crucial?

For patients: They allow patients to objectively compare facilities before choosing where to receive treatment.

For caregivers: They identify precisely where to focus improvement efforts. A low score on pain management, for example, requires reflection on pain management protocols and team training.

For healthcare facilities: These scores impact reputation and patient choice, and are scrutinized during HAS certification.

How SafeTeam Academy helps you

At SafeTeam Academy, we train healthcare teams in:

• Interpret the E-Satis results for their department
• Turn weaknesses into concrete action plans
• Improving patient-caregiver communication to optimize scores
• Integrating the patient experience into everyday quality culture

The goal: to make E-Satis not an administrative burden, but a real lever for excellence in care.