The report of the sixth wave of the Patient Satisfaction Monitor survey conducted at Canberra Hospital (TCH) found that patients continue to have a high level of satisfaction with their overall hospital experience.
TCH Patient Satisfaction Monitor Results
The survey was conducted at TCH between March 2009 and June 2009. When asked to think about all aspects of their hospital stay 71% of patients reported that they were very satisfied (an increase of 9% from the previous survey) and a further 25% were fairly satisfied.
Areas where we performed well
Satisfaction that rated 90% or above
90% Recovery room
96% Courtesy of nurses
96% Courtesy of doctors
96% Helpfulness of staff in general
98% Help given for pain
94% Respect for privacy
94% Respect for culture or religious needs
97% Personal safety
96% Treating people with repect
90% Response of staff to healthcare problems
Areas where we can make improvements
Satisfaction that rated below 80%
71% Waiting room comfort
74% Facilities for storing belongings
76% Explanation or routine and procedures (visiting hours, meals, doctor visits)
72% Time waiting for a bed
75% Explanation of medicines side effects
76% Cleanliness of showers and toilets
77% Temperature of hot meals
66% Quality of food
68% Restfulness of hospital
73% Privacy or room
Opportunities identified for improvement in the report include: written information about managing recovery at home; privacy of room; quality, quantity and temperature of food overall; restfulness of hospital and explanation of medication side effects.
The most recent report shows a marked increase in satisfaction in the areas of overall care, general patient information, complaints management and discharge and follow up care. However, further improvement efforts are needed in enhancing communication across the patient's journey of care to and from the hospital and community.
The results of the survey have been benchmarked against 12 similar sized public Victorian hospitals.
Future directions
This is the sixth TCH Patient Satisfaction Monitor Report. The results of these reports will be trended over time and will permit TCH to monitor our performance and benchmark our results against similar large and regional Victorian public hospitals.
This patient feedback is vital to improving our care and services. TCH would like to thank the patients who took the time and effort to complete the survey. TCH will use these survey results to improve care and service delivery.
