Accreditation requires data. kazva.bg collects it.
Patient satisfaction is an accreditation criterion for Bulgarian hospitals. kazva.bg replaces ad-hoc paper forms with systematic, verifiable digital feedback.
Partially Mandatory
Medical Establishments Act (ЗЛЗ) + Ordinance No. 18/2005:
- Patient satisfaction is an accreditation criterion
- Ministry of Health provides a standardized satisfaction measurement questionnaire
- EAMO (Executive Agency for Medical Oversight) conducts inspections
- Accreditation is voluntary (Art. 86), but once applied for, patient satisfaction measurement becomes mandatory
- Applies to hospitals, dialysis centers, emergency care, mental health, and oncology centers
Medical Establishments Act (ЗЛЗ), Art. 86; Ordinance No. 18/2005 on accreditation criteria, indicators, and methodology
Patient Satisfaction: From Paper Surveys to Digital Evidence
Healthcare accreditation across Europe increasingly requires systematic patient satisfaction measurement. In many EU countries, hospital accreditation bodies mandate standardized satisfaction questionnaires as part of quality assessment. The challenge is practical: most hospitals still rely on paper forms, which produce response rates below 5%, non-representative samples, and no ability to compare across time periods. Inspectors increasingly demand timestamped digital evidence rather than handwritten paper summaries.
European Context and the Patient Experience Gap
EN 15224:2017 is the healthcare-specific adaptation of ISO 9001 that requires a patient-centered approach to quality management. Eurobarometer 2023 reveals significant variation in healthcare satisfaction across the EU, with Central and Eastern European countries consistently scoring lower than Western European averages. The gap between private healthcare (high NPS) and public healthcare (low NPS) is particularly pronounced in these markets.
kazva.bg QR codes in reception areas and hospital wards replace paper surveys with a digital feedback stream. Each response is recorded with a timestamp and department identifier, creating an audit trail that accreditation inspectors require. Healthcare is the fastest-improving industry globally for customer satisfaction (+7 year-over-year according to Retently 2025), suggesting that digital feedback tools are driving measurable quality improvements where they are adopted.
What the law requires
Patient satisfaction surveys for accreditation
kazva.bg: Covered
EAMO inspection evidence
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| EN 15224:2017 | Quality management systems - EN ISO 9001:2015 for healthcare Patient satisfaction clauses | THE healthcare-specific quality standard - requires systematic patient feedback. kazva.bg provides documented digital surveys. |
| EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Healthcare facilities with ISO 9001 certification must demonstrate systematic patient satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 50+ |
| Average | 30–49 |
| Poor | <30 |
Retently 2025: Healthcare NPS 53 (+7 YoY); Survicate 2025: Healthcare median NPS 61 (2nd highest globally)
Healthcare is the fastest-improving industry globally (+7 YoY). Wide gap between private (high NPS) and public (low NPS). Eurobarometer Bulgaria 2023: 45% rate healthcare as satisfactory.