Patient Satisfaction Survey

Summary of responses to Patient Satisfaction Survey conducted between October and December 2018

The Diagnostic Endoscopy Centre conducts two patient satisfaction surveys each year; one is developed internally and the other is developed by an external benchmarking group. The results from this survey are from the externally developed survey. The purpose of these surveys is to give us an idea of how you rate the service and care we provide to you and also allows us to judge our performance against our peers to see how we rate in the market place.

During October to December 2018 we admitted 2059 patients. We distributed 1000 surveys during this period with 307 respondents. This represents 15% of our patient base during October to December who took the time to complete and return our survey.

Participation in this survey is voluntary with the option for respondents to identify themselves if they wished. Many people did identify themselves and this was particularly useful where they raised points or had questions. We can contact those respondents and hopefully resolve their queries.

Respondents were asked to provide some personal details about themselves prior to starting the survey. These included their name, age, postcode, gender, language spoken at home, where they are from (indigenous background) (specified), their general health, financial status, health fund name (if applicable) and who referred them to the DEC. From their responses we have the following information:

Age of respondents

51.8% of respondents were female and 48.2% were male (more females responded to the survey last year than men- this has been repeated this year)

99.34% of respondents were not Aboriginal or Torres Strait Islander descendants

98.08% of respondents speak English as their first language at home

98.70% of respondents are privately insured

23.70% of respondents identified their health status as excellent; 58.77% as very good; 16.56% as fair and 0.97% as poor

76.53% of respondents were referred by their GP; 11.25% from their surgeon and 12.21% from other

Breakdown of membership

We noted 296 (96.41%) respondents are members of sixteen different health funds with the remaining respondents being uninsured. These funds are (in alphabetical order):

AHB 5 1.63%
AHM 9 2.93%
AMA 2 0.65%
Australian Unity 13 4.23%
BUPA 54 17.59%
CBHS 4 1.30%
CUA 1 0.33%
DVA 1 0.33%

HBF 3 0.98%
HCF 85 27.69%
Garrison 3 0.98%
Lysaght 1 0.33%
Medibank Private 69 22.48%
nib 30 9.78%
R&T 1 0.42%
Teachers 14 4.56%

Survey Categories

Nine categories were surveyed with the following percentage scores:

Patient experience with appointment and waiting time 96.45%
Patient experience with location and physical access 85.53%
Patient experience with care services and treatment 99.28%
Patient experience with information 97.54%
Patient experience with the billing process 96.47%
Patient experience with decision making & involvement 97.45%
Patient experience with discharge process 97.58%
Patient experience with transfer process 100%
Patient recommendation 98.54%
Overall patient experience index 96.83%

In each category the DEC achieved an improved result (including location and physical access which continues to be a concern for the DEC and our patients. The DEC is located in the very busy St Vincent’s Clinic building and car parking is always in high demand. There appears no real solution to this issue – availability of car parking scored 75.63% compared to only 67.24% in last year’s survey and 72.06% in 2016.

Appointment and waiting time

The information made available to me to prepare for my appointment 97.19%
The way I was treated on the phone 97.89%
The overall waiting time I experienced 94.29%

Location and physical access

Availability of drop off areas 83.98%
Availability of car parking 75.62%
Providing me with information on location and public transport 92.03%
Inside and outside signs at the DEC 88.04%
Disability access 90.88%

Care services and treatment

Treating me with respect and dignity during my stay 99.68%
My views and concerns were listened to 99.65%
My individual needs were met 99.60%
When a need could not be met, staff explained why 99.54%
If I needed assistance, staff helping me within a reasonable timeframe 99.25%
The staff caring for me, explained things in a way I could understand 99.87%
The staff were able to allay any worries or fears I had 99.34%
I felt cared for 99.08%
The staff involved in my care, communicated with each other about my treatment 98.59%
I received pain relief that met my needs 99.15%
When I was in hospital, I felt confident in the safety of my treatment 99.48%
The overall cleanliness of the DEC 97.98%
The overall care I received whilst at the DEC 99.54%

Information

Rights and responsibilities in a way that was easy to understand and helpful 97.61%
I was kept informed as much as I wanted to be about my treatment 98.38%
My family or carer were kept informed as much as I wanted 98.30%
The information about my consent was easy to understand and helpful 98.94%
Enough information about the prevention of infections 93.93%
Which best describes your experience of the overall information 97.55%

Billing process

The advice and information on the cost of my procedure before admission 96.61%
Information about my financial consent was easy to understand/helpful 96.32%

Decision making and involvement

Being involved, as much as I want, in decisions about my care/treatment 98.56%
Having enough opportunities for carer/family to talk to staff 95.84%
Allowing my carer/family to be involved in my care as much as I wanted 97.16%

Discharge process

Making adequate arrangement for services I needed following my discharge 97.37%
Providing enough information about how to manage my care at home 97.49%
Providing enough information about how to manage my medicines at home 96.98%
Providing instructions for any follow up appointments after my procedure 97.87%
Emergency medical care information including phone number 97.96%

Transfer process

Being provided with enough information about the reason for my transfer 100%
Notifying my carer or relative about my transfer 100%
Involving me and my carer in all parts of my transfer as much as possible 100%
Making my transfer as easy and comfortable as possible 100%

Patient recommendation

How likely would you be to return if require a procedure in future 98.78%
How likely to recommend care, treatment to family and friends 98.30%

 

Overall patient satisfaction

The DEC achieved an increase in the overall satisfaction of 96.83% compared to 93.75% in 2017 and 93.16 in 2016.

One question posed in the patient recommendation category “How likely would you be to recommend the DEC to family and friends” scored 98.30% compared to 96.79% in 2017 and 95.49% in 2016. We have seen consistent improvement in the results achieved through this survey over many years. We collate the information from this survey and use it for staff education, quality projects and marketing purposes.

The summary of this survey is published on our website, we distribute it to our contracted health funds, and we also provide copies in recovery for our patients and carers to read.

Once again we would like to thanks those patients and carers who took the time to complete this survey. They survey is seven pages long and takes a considerable amount of time to complete. We thank you for taking the time away for your other interests or responsibilities to help us.

We have a consumer focus group that has helped us refine our documentation and who continues to help us improve the quality of service we provide to you. If you would like to assist us in any way please feel free to contact Laine, our Nursing Unit Manager (laine@endoscopy.stvincents.com.au) or Jan, our Chief Executive Officer (jan@endoscopy.stvincents.com.au) or telephone us on 02 8382 6622. Please feel free to contact us at any time if you would like to discuss you are care or the services we have provided to you.