Listening and monitoring


The KOS group has established listening and customer satisfaction measurement systems to ensure greater focus on customer requirements, improving the level of service and participation in the activities.

It is done regularly through periodic interviews of the guests and their families to find out satisfaction levels; the results are then set out in monthly and yearly reports (download the report).

Requests are always listened to in all Group facilities, through:

  •  reception and healthcare staff;
  • self-help and mutual aid groups;
  • interviews with families and patients by professionals.

There is also the relationship with patient associations and the families of patients, in which constructive dialogues are established in order to devise care programs as well as other aspects.

Listening as a value, a key word to develop the services to the best extent possible and study them on a personalised basis for the target audience.