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
ЗЛЗ (Medical Establishments Act) + Наредба 18/2005:
- Patient satisfaction is an accreditation criterion
- Ministry of Health provides a standardized "Анкетна карта за измерване на удовлетвореността" (satisfaction measurement questionnaire)
- ИАМО (Executive Agency for Medical Oversight) conducts inspections
- Accreditation is voluntary (чл. 86), but once applied for, patient satisfaction measurement becomes mandatory
- Applies to hospitals, dialysis centers, emergency care, mental health, and oncology centers
Закон за лечебните заведения (ЗЛЗ), чл. 86; Наредба № 18/2005 за критериите, показателите и методиката за акредитация
What the law requires
✅
Patient satisfaction surveys for accreditation
kazva.bg: Covered
✅
ИАМО inspection evidence
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС 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. |
| БДС 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.