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Patient Survey Results


Patient Experience Survey Results - June 2015 


  • For a three week period starting on 17th June 2015, a survey was conducted in relation to patient experiences within the hospital.
  •  A questionnaire was distributed to women on admission to the prenatal, postnatal or gynaecology wards and the women were asked to complete it prior to discharge.   
  • 289 questionnaires were returned. There were 991 women discharged during that timeframe. 
  • Of the 289 respondents, 72.2% were attending as public patients, 16.9% private and 11.1% semi-private.


Results

  • Responses from the women participating in this survey were in the main very positive.  Some of the many positive aspects included when asked if, overall, the patients were satisfied with the service they received, 97.9% ticked the box for ‘Yes’.  
  • When invited to indicate whether they agreed or disagreed with the statement “I had confidence in the staff providing my care”, 98.6% chose either the ‘Strongly agree’ or ‘Agree’ options. 
  • For the statement “The information given by members of my healthcare team was easy to understand”, 98.6% chose ‘Strongly agree’ or ‘Agree’, with the figure being 98.3% for “I was always treated with dignity and respect”; 98.9% for “I trusted the members of my healthcare team” and 97.9% for “I would recommend this hospital to a friend or family member”.

Rate the hospital facilities
  • The respondents were asked to rate the Hospital facilities under five headings with five multiple-choice options available – ‘Very good’, ‘Good’, ‘Poor’, ‘Very poor’ and ‘Not relevant’. 
  • The rating for adequacy of public toilets showed a small change compared to the last survey, as the percentage rating this facility as ‘poor’ or ‘very poor’ has decreased from 12.9% to 8.5%. In addition, 99.6% of patients indicated that the overall cleanliness of the hospital was ‘Good’ or ‘Very good’.  
  • The issue of inadequate parking facilities was highlighted once again – see Table 1.

Table 1
 
Very 
Good
Good Poor
Very 
Poor
Not 
Relevant
Contacting hospital by phone   44.9%  34.6%  8.5%   2.5%  9.5%
Availability of parking facilities  11.6%  28.3%  34.4%  14.9%  10.9%
Adequacy of public toilets  31.9%  52.8%  6.0%  2.5%  6.7%
Ease of finding way (signage)  43.3%  53.5%  1.4%  0.4%  1.4%
Overall cleanliness of hospital  67.0% 32.6% 0.4% 0.0%  0.0%

 

Improvement in Food and Catering
  • In relation to the meals the patients received, the questionnaire enquired as to whether they had been asked if they had any special dietary requirements. 42.0% responded ‘Yes’, 44.1% ‘No’ and 14.0% indicated that they ‘Can’t remember’ .
  • When asked if they were satisfied with the meals they received, 68.3% (notably up from 56.4%) indicated ‘Yes, always’; 29.2% ‘Yes, sometimes’ [down from 38.5%] and 2.5% ‘No’ [previously 5.1%]
  • When asked to indicate their level of agreement with the statement “The food I received was of a high quality”, the percentage that either ‘strongly agreed’ or ‘agreed’ was 87.6%, up from 79.8% in the previous survey.


Comments and suggestions

The final question on the survey consisted of a section in which respondents were asked to provide comments relating to their recent experience of The Rotunda Hospital or make suggestions on how the hospital could improve the services it provides. These comments were split into categories depending on the nature of the remark. 

There were 68 positive comments regarding the staff, care and services provided in the Rotunda.  

 There were 49 comments identifying areas for improvement: 

  • 1 relating to communication and information
  • 25 regarding facilities, accommodation and food
  • 8 pertaining to staff attitude and manner
  • 12 concerning safe and effective care 
  • 3 in connection with privacy, dignity and respect


Areas for action

The draft report was reviewed by the Quality and Safety Committee and the following areas were identified for priority action:

1.     Provide multidisciplinary customer service training for frontline staff.

2.     Enhance efforts to improve postpartum pain management including:

  • Continue pain team ward rounds/visits
  • Maximise midwifery engagement with the pain team
  • Present pain audit findings to staff to increase awareness and knowledge
  • Investigate the possibility of storing postpartum medications in close proximity to the patient to improve workflow
  • Continue efforts to recruit additional midwifery staff

3. Review the availability of TV remote controls in each inpatient room.

4. Ensure all women are aware that special dietary requirements are accommodated.


Conclusion

Overall, the responses are very similar to previous survey findings.  

Chart 1 shows the trend of the percentage of respondents indicating a rating of ‘Very good’ for overall hospital cleanliness over previous surveys, with the five new ‘patient experience survey’ values marked in red. This shows a slight increase since the last patient survey carried out in May 2014.  

 

An important measure is the number of patients that would recommend the Rotunda Hospital to a friend, and any trends in this variable are worthy of note.  The question asked in the initial nine patient satisfaction surveys was “Would you recommend the Rotunda Hospital to a friend?” with the two options of ‘Yes’ and ‘No’. 

The patient experience survey asks patients to indicate their agreement or otherwise with the statement “I would recommend the Rotunda Hospital to a friend or family member". Combining the figures for the ‘Strongly agree’ and ‘Agree’ options yields a figure of 97.9% and along with the previous PES results, is highlighted in red in Chart 2.

The next survey is scheduled for summer 2016.


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