Diagnostic Endoscopy Centre, Sydney

Patient Satisfaction Survey Results

 


 

HCF Patient Experience Survey Rates Diagnostic Endoscopy Centre Among Top Hospitals In Comprehensive Study of Patient Experience in 2016

Sydney, 17 October 2016 - HCF, Australia’s leading not-for-profit health fund, has recently released results from 11,000 member surveys collected from 100 hospitals (84 private; 16 public) over the past year, revealing valuable insights into how Australia’s public and private hospitals are faring.

The comprehensive data from the 2015 HCF Hospital Patient Experience Surve showed the Diagnostic Endoscopy Centre as one of the top scoring hospitals in NSW, based on anonymous patient feedback.

The survey asked HCF members to rate their experiences and give qualitative feedback on their hospital experience and medical staff, and therefore how likely they were to give a recommendation to a friend or colleague.

The Diagnostic Endoscopy Centre rated highly in these areas – with average recommendation scores of 9.3 for referring the hospital, and 9.5 for referring the medical team. The average scores across the NSW hospitals surveyed was 8.8 and 9.1 respectively.

Through collecting detailed member perspectives, HCF aims to better understand and improve actual patient outcomes and experiences in the healthcare system.

Ms Jan Elkin-Roberts, Chief Executive Officer at the Diagnostic Endoscopy Centre said, this survey mirrors the results we have achieved from other surveys over an extended period of time. It validates our belief that our service and quality of care is of the highest standard. In a climate of savvy patients who have an eye for quality and value, it is reassuring that our patients rate us so highly and continue to choose us as their provider of choice.

As a not-for-profit health fund, HCF is committed to empowering members to better understand their health cover and make informed decisions about their health, particularly when going to hospital. Shaun Larkin, HCF Managing Director, says transparency and education is key to ensuring positive patient experiences and outcomes in hospital.

"Our members are telling us that they want a partner that stays with them before, during and after their hospital admission. Based on this feedback we have changed, and will continue to change, the way we communicate to members to help them better navigate the healthcare system and make informed decisions," Mr Larkin said.

 
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Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted April to June 2016

At the DEC we survey our patients twice a year through patient satisfaction surveys. One of the surveys is developed by the DEC and targets specific areas of our service, whilst the other is externally developed and benchmarked. Both surveys address all aspects of care delivery from making an appointment to post procedure follow up. The survey being summarised here is the internally developed version. Our main priority is delivering excellent patient care in a setting designed to best facilitate exceptional patient outcomes. Our patients are integral in aiding us to improve all aspects of our care delivery. Quality improvement is enhanced when collaboration between patients, carers and staff is encouraged, activated and reassessed.

We received 280 responses this year and the following analysis was derived:

  • 98.57% (276/280) of patients responded they had received adequate information about the test they were having
  • 98.20% (275/280) of patients responded they had received adequate information about their accounts
  • 97.50% (273/280) of patients responded they had received adequate information about their accounts
  • 86.43% (242/280) of patients elected to receive SMS confirmation of their appointment. 98.57% (278/280) of patients responded the SMS received fulfilled their needs
  • 100% of patients had no difficulty in finding the DEC
 

Adverse Post Procedure Reactions

79.64% (223/280) of patients did not experience any adverse reaction post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted their reactions were very minor and were more discomfort than pain.

Here is the breakdown of responses:

 
Adverse Post Procedure Reactions April to June 2016
 

Post Procedure Responses

  • 99.3% (278/280) of patients felt they were ready to go home at the time of discharge
  • 97.14% (272/280) of patients felt they knew the nature of their problem at the time of their discharge
  • 96.79% (271/280) of patients responded that they knew how to care for themselves after their discharge
  • 95.71% (268/280) patients felt they had been involved in the decision making process
  • 98.93% (277/280) of patients felt their rights and responsibilities had been respected during their stay with us
  • 77.14% (216/280) respondents have previously attended the DEC for treatment. The number of patients returning for treatment to the DEC continues to improve. This return rate validates our impression of our service delivery and care outcomes. It also confirms the confidence our referral base has in our clinical team and patient outcomes.
 

Overall Satisfaction

 
Overall Satisfaction April to June 2016
 

93.57% of respondents felt the level of care they received during their admission to the DEC was excellent; 6.43% felt it was good; no patients felt it was satisfactory or poor.

Here is a sample of the responses received from our patients:

  • Very caring and attentive staff
  • It is an awful procedure which is made so much better by how lovely the nursing staff, the reception staff, the doctor and anaesthetist are. It is such a pleasant and reassuring process and is efficient and professional and caring all at the same time. Thank you
  • All staff were friendly, professional, kept me advised at all stages. Doctor took the time to see me before and after procedures. Anaesthetist saw me before I was taken into theatre. All in all a very positive experience.
  • All aspects reflected outstanding quality of service
  • The staff are friendly and very helpful
  • Always get impressive service here. Staff and doctors are extremely polite, helpful and friendly
  • All staff and facilities are excellent. Dr Feller’s advice clear and comprehensive.
  • Cheerful-positive staff who are "human"
  • Nursing staff were fantastic, happy and friendly
  • First class facilities – great nursing care prior and after procedure. Very approachable Dr Stoita and anaesthetist
  • I have been to the Endoscopy Centre several times now. Being an ex-nurse (a very long time ago) I am so impressed with the functioning of the clinic – the efficiency, kindness and professionalism – all resulting in a positive personal experience and organisation that runs like "clockwork"
  • The care and quality of service provided to me was excellent
  • Very professional and friendly care
  • Very impressed by the professional yet very warm and comforting approach of all staff
  • The service and friendliness was fantastic. A 5 star experience
  • This is an excellent centre, keep up the great work
  • All the staff were wonderful. As always
 

We would like to thank all the patients and carers who took the time to complete our survey. The feedback is invaluable to our organisation. Our doctors are highly respected and are very well supported by our nursing staff, cleaning technicians, reception staff and administration staff. Our sole objective is our patient and we aim to make the whole process as stress free, seamless and painless as we possibly can.

If you would like to provide any feedback to us at any time please email or or address your feedback to Attention: CEO or NUM.

Alternatively if you would like to participate in a consumer focus group to collaborate with us to ensure the needs of our patients are met clinically and non-clinically, please contact or or address enquire to Attention: CEO or NUM.



Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted between October to December 2015

Annually, the DEC conducts two patient satisfaction surveys (one developed internally and conducted between April and June; the other is developed externally, conducted between October and December and benchmarked (compared to other facilities like ours). This enables us to ascertain how we are performing individually but also against our peers.

During October and November our reception staff distributed surveys and 301 patients elected to participate and returned completed surveys to us. This represents 21.39% of the total number of patients who were admitted during this period. Participation is voluntary.

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 an indigenous background (specified), their general health, financial status, health fund (if applicable) and who referred them to the DEC.

From this data we were able to ascertain the following:

  • 53.18% of respondents were female and 46.82% were male (this is the complete opposite of the result achieved last year)
  • 99.67% of respondents were not Aboriginal or Torres Strait Islander descendants
  • 97.67% of respondents speak English as their first language at home
  • 98.34% of respondents were privately insured
  • 22.59% of respondents identified their health status as excellent; 57.14% as very good; 19.6% as fair and 0.66% as poor
  • 81.4% were referred by their GP, 13.29% from their surgeon and 5.32% from other
  • 2.36% of respondents were aged between 15-29 years; 12.08% between 30-49 years; 56.71% between 50-69 years and 28.36% between 70-89 years.
 
Age of Respondents
 

We noted 296 respondents were members of seventeen different funds with the remaining five respondents being uninsured.

These funds were (in alphabetical order) AHM (12) 3.99%; AMA (The Doctors Health fund) (2) 0.66%; Australian Unity (7) 2.33%; BUPA (39) 12.96%; CBHS (7) 2.33%; CUA (1) 0.33%; Defence (2) 0.66%; Grand United (4) 1.33%; HCF (105) 34.88%; Health Partners SA (1) 0.33%; Medibank Private (68) 22.59%; Navy Health (1) 0.33%; nib (26) 8.64%; Queensland Country Health (1) 0.33%; Teachers Federation (18) 5.98%; Uni Health (1) 0.33% and Westfund (1) 0.33%. 1.66% of respondents were uninsured.

 
Breakdown of Membership
 

Nine categories were surveyed with the following percentage scores:

  • Patient satisfaction with appointment and waiting times - 91.83%
  • Patient satisfaction with location and physical access - 82.89%
  • Patient satisfaction with care services and treatment - 95.48%
  • Patient satisfaction with information - 91.95%
  • Patient satisfaction with the billing process - 92.07%
  • Patient satisfaction with decision making and involvement - 91.66%
  • Patient satisfaction with discharge process - 92.76%
  • Patient satisfaction with transfer process - 92.63%
  • Overall patient satisfaction index - 91.80%
 
Section Summary
 

Appointment and waiting times

  • The information made available to me to prepare for my appointment rated (94.60%)
  • The way I was treated on the phone (93.29%)
  • The overall waiting times I experienced (87.69%)
 

Location and physical access

  • Once again the greatest weakness identified was the car parking available in the St Vincent’s Clinic, where the satisfaction rating was 73.07%. Numerous attempts over many years have failed to resolve this issue.
  • The availability of drop off areas also rated lowly (81.96%)
  • Disability access rated 85.78%
  • The inside and outside signs at the day surgery centre rated 84.10%. As a result the Governing Body has agreed to install a sign outside the DEC saying "Endoscopy Unit" in an attempt to improve visibility for all patients but particularly those who are treated at the DEC by other doctors who don’t practice at the DEC.
 

Care Services and Treatment

  • Treating me with respect and dignity during my stay rated very highly with 97%
  • The overall care I received while in the day procedure centre 97.02%
  • The communication between the doctors and staff about my treatment rated 95.51%
  • How often the doctors, nurses and other health professionals caring for me, explained things in a way I could understand 95.5%
  • The information made available to me to prepare for my appointment rated 94.6%
  • If I experienced pain, the staff doing everything they could to help manage my pain rated 93.41%
  • The overall cleanliness of the day procedure centre rated 95.89%
  • How much information about my condition or treatment was given to my family or carer rated 91.94%
 

Information

  • Providing information about my rights and responsibilities in a way that was easy to understand and helpful rated 91.32%
  • Providing information about my condition, procedure or treatment in a way that was easy to understand and helpful rated 92.66%
  • Providing information about my consent to have treatment in a way that was easy to understand and helpful rated 92.66%
 

The Billing Process

  • Providing advice and information on the cost of my procedure or treatment before admission rated 92.09%
  • Providing information about my financial consent to have treatment was easy to understand and helpful rated 92.04%
 

Decision making and involvement

  • Being involved, as much as I wanted to be, in decisions about my care and treatment rated 91.76%
  • Having enough opportunities for my carer of family to talk to the staff, if they wanted to rated 90.29%
  • Allowing my carer or family to be involved in my care as much as I wanted them to be rated 92.87%
 

Discharge Process

  • Making adequate arrangements for any services I needed following my discharge rated 92.64%
  • Providing enough information about how to manage my care at home rated 92.67%
  • Providing enough information about how to manage my medicines at home rated 92.35%
  • Providing instructions for any follow up appointments after my procedure or treatment rated 92.5%
  • Providing an emergency telephone contact number and place or treating doctor for emergency medical care rated 93.36%
 

Transfer Process

  • Being provided with enough information about the reason for my transfer rated 93.04%
  • Notifying my carer or relative about my transfer rated 90%
  • Involving me and my carer in all parts of my transfer as much as possible rated 93.91%
  • Making my transfer as easy and comfortable as possible rated 93.91%
 

Overall patient satisfaction index

The overall rating achieved by the DEC against all the surveyed criteria was 91.80%. This was marginally lower than the result achieved last year (93.18%) but it is noted that the satisfaction with location and physical access was almost 2% lower than last year. The car parking availability continues to be a concern to the DEC but with no improvement envisaged we must accept this as an error of weakness for our patients.

The overwhelming feedback received from our respondents reflected the excellent care they received from our dedicated staff. Our staff endeavour to make what can be a daunting experience into one where patients are made to feel like individuals and are provided with the respect fitting a facility of our calibre.

This survey has been conducted for the past three years and we are now gathering quality data which helps in refining our services and delivering optimum care. We received excellent suggestions from this survey and will review each one to improve the care and quality of our service.

We thank all those who took the time to complete this very long survey. We fully appreciate everyone is time poor these days and being presented with a seven page survey is a big ask on our behalf; but the benefits we receive as a result of those patients who took the time to complete and return their surveys is priceless.

If you would like to assist us further we would welcome you to participate in our partnering with consumers program. If you would like to help us improve our services for you and other patients please contact our NUM (Nursing Unit Manager) at or contact our CEO at and we can provide you with information about how you can help.

 


Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted April to June 2015

The DEC conducts an annual patient satisfaction survey between April and June. Without the help of our patients, we would not be able to fairly assess our own performance and specifically target areas of weakness identified during treatment at the DEC. Our main priority is delivering excellent patient care in a setting designed to best facilitate exceptional patient outcomes. Our patients are integral in aiding us to improve all aspects of our care delivery. Quality improvement is enhanced when collaboration between patients, carers and staff is encouraged, activated and reassessed. The DEC is committed to this end and through consumer participation we will realise improvements across our whole service.

We received a staggering 321 responses this year and the following analysis was derived:

  • 99.06% (318/321) of patients responded they had received adequate information about the test they were having
  • 98.13% (315/321) of patients responded they had received adequate information about their accounts
  • 97.82% (314/321) of patients responded they had received adequate information about the preparation for their test
  • 87.23% (280/321) of patients elected to receive SMS confirmation of their appointment. 97% (271/280) of patients responded the SMS received fulfilled their needs
  • 100% of patients had no difficulty in finding the DEC
 

Adverse Post Procedure Reactions

78.5% (252/321) of patients did not experience any adverse reaction post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted their reactions were very minor and were discomfort rather than pain.

Here is the breakdown of responses:

 
Adverse Post Procedure Reactions April to June 2015
 

Post Procedure Responses

  • 100% of patients felt they were ready to go home at the time of discharge
  • 99.13% (229/231) of patients felt they knew the nature of their problem at the time of their discharge
  • 100% of patients responded that they knew how to care for themselves after their discharge
  • 100% of patients felt their rights and responsibilities had been respected during their stay with us
  • 96.26% (309/321) patients felt they had been involved in the decision making process
  • 74.14% (238/321) respondents have previously attended the DEC for treatment. The number of patients returning for treatment to the DEC continues to improve. This return rate validates our impression of our service delivery and care outcomes. The new patient numbers are also reassuring as this indicates our reputation and patient outcomes are seen to be first class and worthy of referral from our extensive range of clinicians.
 

Overall Satisfaction

 
Overall Satisfaction April to June 2015
 

88.16% of respondents felt the level of care they received during their admission to the DEC was excellent; 9.96% felt it was good; 1.87% felt it was satisfactory and no respondents felt the level of care was poor.

Here is a sample of the responses received from our patients:

  • "From the front desk through to nurses and doctors – loved the positivity."
  • "Thank you. Dr Walsh and the nurses and staff were wonderful, happy and accommodating."
  • "You are all fantastic. Great processes – smooth as."
  • "The staff at DEC have been tremendous including nurses, and my 2 doctors – excellent."
  • "Very pleasant staff all round. Excellent cleanliness. Anaesthetist very skilled and gentle. Dr Bariol outstanding for all visits and procedures."
  • "The staff were fantastic, caring and friendly. All in all, I thought the service was excellent."
  • "Everyone was so lovely and friendly from the moment I walked in – thank you."
  • "All staff were professional, efficient, friendly and most importantly good humoured."
  • "Thanks for kindness – it’s undervalued and rare!"
  • "Nurses were lovely & friendly – this makes a massive difference."
  • "Exceptional attention following procedure. Nursing care most impressive, friendly and genuine. Fabulous."
  • "Lovely admin staff and very caring nursing staff."
  • "Well managed centre – excellent staff with good patient skills. Well done!"
  • "Everyone was fantastic. Care was excellent. Couldn’t have had better care. Thank you all so much for your care before and after the procedure."
  • "Overall my experience was excellent. The staff made a stressful situation manageable."
  • "All excellent. Amazing staff. Thanks."
  • "I felt I was treated respectfully and with care. Many thanks."
  • "Top class across the board."
  • "Nursing staff were lovely, thank you. They appear to work hard, efficiently and are always pleasant. Attentive to details too."
  • "Very pleasant, courteous, helpful and friendly staff. Service couldn’t have been better!"
  • "I thought my treatment was excellent from reception to discharge."
  • "Very slick and efficient organisation. Very cheerful and helpful staff."
 

We would like to thank all the patients and carers who took the time to complete our survey. The feedback is invaluable to our organisation. Our doctors are highly respected and are very well supported by our nursing staff, cleaning technicians, reception staff and administration staff. Our sole objective is our patient and we aim to make the whole process as stress free, seamless and painless as we possibly can. We participate in another larger survey between October and December each year and the information we obtain from that surveys reinforces the results achieved here.

If you would like to provide any feedback to us at any time please email this office at or address your feedback to Attention: CEO or NUM.

Alternatively if you would like to participate in a consumer focus group to collaborate with us to ensure the needs of our patients are met clinically and non-clinically, please contact or address enquire to Attention: CEO or NUM.



Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted October to December 2014

Annually, the DEC conducts two patient satisfaction surveys (one developed internally and conducted between April and June; the other is developed externally, conducted between October and December and is externally benchmarked).

During October our nursing staff distributed the surveys and 194 patients elected to participate in the survey. This represents 26.43% of the total patients admitted during October. Participation was voluntary.

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; whether they are from an indigenous background (specified); their general health; financial status; health fund (if appropriate) and who referred them to the DEC.

From this data we were able to ascertain the following:

  • 53.09% of respondents were male and 46.91% were female
  • 99.48% of respondents were not Aboriginal or Torres Island descendants
  • 96.91% of respondents speak English as their first language at home
  • 93.3% of respondents were privately insured
  • 27.84% of respondents identified their health status as excellent; 56.19% as very good; 14.95% as fair and 1.03% as poor
  • 72.16% were referred by their GP; 15.46% from their surgeon and 12.37% from other
  • 50.52% of respondents were aged 50 – 69 years; 30 – 49 years 26.26%; 70 – 99 years 15.98% and 0 – 29 years 8.25%
 
Percentage of Overall Respondents
 

We noted 180 respondents were members of seventeen different health funds with the remaining 14 being uninsured. These funds were (in alphabetical order) AHM 2.58%; AMA 0.5%; Australian Unity 1.03%; BUPA 25.26%; CUA 1.03%; Defence 3.61%; GMF 1.03%; Grand United 0.5%; HCF 27.84%; International insurance 0.5%; Medibank Private 16.49%; Navy Health Benefits 1.55%; nib 9.79%; Teachers Federation 0.5%; VHI 0.5%; Westfund 0.5%; and no insurance 7.22%.

 
Breakdown of Membership
 

Nine categories were surveyed with the following percentage scores:

  • Patient satisfaction with appointment and waiting times - 93.45%
  • Patient satisfaction with location and physical access - 84.70%
  • Patient satisfaction with care services and treatment - 96.99%
  • Patient satisfaction with information - 92.87%
  • Patient satisfaction with the billing process - 91.63%
  • Patient satisfaction with decision making and involvement - 92.16%
  • Patient satisfaction with discharge process - 94.23%
  • Patient satisfaction with transfer process - 98.23%
  • Overall patient satisfaction index - 93.18%
 
Result
 

Appointment and waiting times

  • The information made available to me to prepare for my appointment rated 95.26%
  • The way I was treated on the phone rated 94.11%
  • The overall waiting times I experienced rated 91.03%
 

Location and physical access

  • The greatest area of weakness identified was the car parking available at St Vincent’s Clinic where the satisfaction rating with 74.81%. We have fed this information back to the Executive of St Vincent’s Clinic who are unable to rectify the shortage of car parking in the building. This area of weakness has been identified in all previous externally benchmarked surveys
  • The availability of drop off areas also rated lowly (84.29%)
  • Disability access rated 89%
  • The inside and outside signs at the day procedure centre rated 87.17%
 

Care Services and Treatment

  • Treating me with respect and dignity during my stay rated very highly with 98.25%
  • The overall care I received while in the day procedure centre 98.23%
  • The communication between the doctors and staff about my treatment rated 96.49%
  • If I needed assistance, staff helping me within a reasonable timeframe rated 97.61%
  • Having a healthcare professional discuss my worries or fears about my condition or treatment rated 96.05%
  • How often the doctors, nurses and other health professionals caring for me, explained things in a way I could understand 96.58%
  • The information made available to me to prepare for my appointment rated 95.26%
  • If I experienced pain, the staff doing everything they could to help manage my pain rated 95.76%
  • The overall cleanliness of the day procedure centre rated 97.53%
  • How much information about my condition or treatment was given to my family or carer rated 94.32%
 

Information

  • Providing information about my rights and responsibilities in a way that was easy to understand and helpful rated 91.79%
  • Providing information about my condition, procedure or treatment in a way that was easy to understand and helpful rated 94.32%
  • Providing information about my consent to have treatment in a way that was easy to understand and helpful rated 92.41%
 

The Billing Process

  • Providing advice and information on the cost of my procedure or treatment before admission rated 91.49%
  • Providing information about my financial consent to have treatment was easy to understand and helpful rated 91.77%
 

Decision making and involvement

  • Being involved, as much as I wanted to be, in decisions about my care and treatment rated 92.48%
  • Having enough opportunities for my carer of family to talk to the staff, if they wanted to rated 91.70%
  • Allowing my carer or family to be involved in my care as much as I wanted them to be rated 92.05%
 

Discharge Process

  • Making adequate arrangements for any services I needed following my discharge rated 94.66%
  • Providing enough information about how to manage my care at home rated 94.30%
  • Providing enough information about how to manage my medicines at home rated 94.20%
  • Providing instructions for any follow up appointments after my procedure or treatment rated 92.81%
  • Providing an emergency telephone contact number and place or treating doctor for emergency medical care rated 95%
 

Transfer Process

  • Being provided with enough information about the reason for my transfer rated 98.06%
  • Notifying my carer or relative about my transfer rated 97.78%
  • Involving me and my carer in all parts of my transfer as much as possible rated 98.52%
  • Making my transfer as easy and comfortable as possible rated 98.57%
 

Overall patient satisfaction index

The overall rating achieved by the DEC against all the surveyed criteria is 93.18%. This is marginally lower than the result achieved last year of 94.17%. In review it is noted the result achieved for location and physical access is approximately 2.5% lower than achieved last year and this has had a detrimental effect on the final satisfaction index.

Many patients commented on the care they received from staff and in many cases pointed out individuals for special mention. Overwhelmingly we received comments on how patients would never chose to go anywhere but the DEC, and the staff are amazing.

The change to this survey has allowed us to identify those completing the survey and this allows us to directly involve patients in outcome recommendations (e.g. one patient suggested we add “Endoscopy Unit” to the main directory board in the foyer of the building). Through the patient identifying himself we are now able to feedback the outcome of his request (pending).

We would like to thank all the patients who took the time to complete the survey. This tool is invaluable for allowing us to gauge our performance against our peers; to allow patients to have input into the care they receive; to allow patients to drive change within the workplace; to enhance staff education and reconfirm that the DEC is an industry leader with an enviable reputation for excellent patient care and outcomes. The staff take pride in their work and this is reflected in the comments received from our patients. We look forward to continuing to refine the service we offer and to showcase this to our referring doctors and patients alike.

 


Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted April to June 2014

The DEC conducted its annual internal patient satisfaction survey between April and June 2014. We would like to thank all the patients who agreed to participate and provide us with invaluable feedback to help us assess our service to them. Quality improvements are best achieved through the combined input of patients and consumers and underpin the foundations of the DEC's commitment to quality throughout the organisation.

We received 153 responses to this year’s survey and the following analysis of the responses was:

  • 99.35% (152/153) of patients responded they had received adequate information about the test they were having
  • 98.04% (150/153) of patients responded they had received adequate information about their accounts
  • 97.38% (149/153) of patients responded they had received adequate information about the preparation for their test
  • 82.35% (126/153) of patients elected to receive SMS confirmation of their appointment. 96% (122/126) of these patients responded the SMS they received fulfilled their needs
  • 100% of patients had no difficulty in finding the DEC
 

Adverse Post Procedure Reactions

81.05% (124/153) of patients did not experience any adverse reactions post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted on their surveys that the reactions they experienced were very minor.

Here is a breakdown as reported by the participants of their experiences:

 
Adverse Post Procedure Reactions
 

Post Procedure Responses

  • 100% of patients felt they were ready to go home at the time of their discharge
  • 99.35% (152/153) of patients felt they know the nature of their problem at the time of their discharge
  • 100% of patients responded they knew how to care for themselves after their discharge
  • 100% of patients felt their rights and responsibilities were respected during their treatment at the DEC
  • 96.73% (148/153) felt there had been involved in the decision making process during their admission at the DEC
  • 68.63% (105/153) of respondents had previously been treated at the DEC. It is reassuring to see so many patients choose to come back to our facility for their treatment. We believe we provide a highly quality, safe and cost effective service and feel the return rate of patients reinforces our belief. It is also reassuring to see approximately 30% of our patients are new referrals, again underpinning the confidence our referral base has in our services
 

Overall Satisfaction

 
Overall Satisfaction
 

92.81% of respondents felt the level of care their received during their admission to the DEC was excellent with 7.19% of patients responding that they felt the level of care was good. No respondents felt the level of care was only satisfactory or unsatisfactory.

Here is a sample of the comments received:

  • "Excellent service"
  • "Well done - a special thanks to the person who checked me in"
  • "All the staff were very kind and helpful"
  • "Staff very friendly and the place is super clean"
  • "A good hospital"
  • "Nice caring staff - felt looked after"
  • "Doctor and staff were excellent, care was fantastic. I was very anxious before - they were fantastic"
  • "Very professional and friendly. A great service and puts mind at rest re the future"
  • "I have been coming to your centre for approximately 30 years and your staff are all first class"
  • "I have always found the DEC excellent in every aspect"
  • "How can you add when you have caring staff"
  • "As always very good - constant feeling as high quality staff"
  • "Great nursing and medical care - very professional"
  • "Staff in recovery were terrific, friendly and efficient"
  • "Very happy. An excellent service and the price is right!"
  • "Everyone very pleasant, easy going and easy to deal with "
  • "All the nursing staff have been great"
  • "I have never once had a problem in the 14 years I have been going to the DEC. The DEC is run very well"
  • "Staff were very courteous and friendly. No hesitation in thanking them all and recommending the DEC"
  • "Excellent care and lovely nursing staff"
  • "Tremendous service. Really appreciate the care"
  • "Wonderful friendly and kind nurses - wouldn't go anywhere else"

Once again we would like to thank everyone who took the time in participate in our survey. The verbal feedback we receive from our patients throughout the year proves to us that our services are high quality, appropriate and provided in a setting which enhances patient outcomes. Our doctors are first class and are fully supported by highly qualified and caring nurses, our cleaning technicians provide us with optimal infection control standards and our administration staff thrive to ensure the booking, billing and discharge process is as painless to our patients as their procedures.

If you would like to provide any feedback to us at any time please email this office at .

Alternatively if you would like to participate in a consumer focus group to collaborate with us to ensure the needs of our patients are met clinically and non-clinically please contact .

 


HCF Patient Experience Survey Rates Diagnostic Endoscopy Centre as Best Day Procedure Centre in 2013

"The Directors of the Diagnostic Endoscopy Centre together with all the staff are thrilled to have been acknowledged so significantly by our HCF patients. The achievement of second overall in the HCF Hospital patient experience survey for 2013 out of 100 hospitals (private and public, big and small) and indeed, to be the highest rated day hospital, is a validation of our commitment to patient safety, care and quality. It is very impressive to see that over 11000 HCF members elected to participate in this survey.

"We have for many years surveyed our patients to ascertain their experiences in our facility; to help us identify our areas of strength and to help us to improve on our areas of weakness. The results we have achieved through our surveys are enviable to say the least and with patient care and safety our focus we continue to push the boundaries of expectation by not only our patients but our referring doctors and our staff.

"Our clinical staff were ranked sixth overall from 100 hospitals and this reinforces what we already know – the whole of our medical team is fantastic. The level of skill and knowledge our medical team possess is second to none. Our complication rates are remarkably lower than industry rates and our access to tertiary services through St Vincent’s Private Hospital and St Vincent’s Public Hospital means patients who need additional care are able to receive that care without delay significantly improving possible patient outcomes. All our nursing staff are GENCA registered ensuring our patients receive care from staff who are committed to gastrointestinal nursing. Our cleaning technicians are highly certified with many years of experience in disinfection and cleaning of endoscopic equipment and this has resulted in outstanding compliance with infection control standards.

"We have in recent years seen an increase in the number of HCF members who are electing to use our service for their medical treatment. We believe our reputation as a centre of excellence with excellent patient outcomes and patient satisfaction is a major attraction for prospective patients. The results of the HCF Hospital patient experience survey 2013 clearly support the results we have achieved through our own internal surveys.

"Our association with HCF has been mutually beneficial for many years and we look forward to continuing our relationship for many years to come."

Sydney, 21 July 2104 - As part of its commitment to greater transparency in the delivery of health and medical services, Australia’s largest not-for-profit health insurer, HCF, has today released results of its latest survey of the hospital experiences of more than 11,000 of its members.

Read full results here - HCF Releases Annual Survey of Members' Hospital Patient Experience

 


Summary of Responses to QPS Patient Satisfaction Survey October to December 2013

As part of our ongoing commitment to achieving and maintaining quality care and service at the DEC we have once again participated in this external benchmarking tool which is benchmarked with like facilities. This enables us to not only compare our results but also compare ourselves to our competitors.

This survey is very comprehensive and has recently been redeveloped to include changes to quality reporting in line with the National Safety and Quality Health Service Standards (NSQHS) which now govern the quality analysis of facilities. Patients admitted during the survey period are asked to complete their survey at home after their procedure and are provided with a reply paid envelope to encourage the return of completed surveys. Patients have the ability to add comments and feedback which is useful for "drilling down" actual perceptions rather than an idealistic view obtained by "number crunching". The value of comments received cannot be underestimated; they form part of our feedback to our staff who delight in the excellence response received but also help to reinforce their purpose and how they fit within the service delivery. Where a staff member is singled out for mention a copy of the patient satisfaction survey is attached to the employee's personnel file. This really demonstrates how patient satisfaction and employee satisfaction go hand in hand.

The patient satisfaction survey covers eight areas:

  • Appointment and Waiting Times
  • Location and Physical Access
  • Care, Services and Treatment
  • Information
  • The Billing Process
  • Decision Making and Involvement
  • Discharge Process
  • Transfer Process
  • Pain Management
  • Overall Patient Satisfaction index
 

Patient Satisfaction Survey

We achieved the following results in these areas:

Our patient satisfaction response with the appointment and waiting times was 93.99%. This is significantly higher that the result achieved in 2012 (88.8%). The improvement is attributed to the development of a telephony centre at the DEC which has allowed us to direct our telephone calls away from our reception desk. This has decreased the stress on reception staff by isolating in person patients and telephone patients. Improved care can now be provided to all patients. The added bonus has been an improvement in staff satisfaction.

The satisfaction with location and physical access was 87.11%. This again is an improvement from the previous survey (80.9%). Car parking continues to be the area which scored the lowest although the result was remarkably higher than it has been in the past. With no alternative, due to the administering of anaesthetic agents for procedures resulting in patients needing to be collected post procedure, there appears no possibility of improving the current parking issues. The overall parking result achieved this year was 77.63% compared to 49.8% in 2012. Inner city parking is not an isolated issue but one we must learn to live with alas.

The care, services and treatment section is a combination of the previous our staff, facilities and services sections and has been merged in the updated survey. The combined result for 2013 was 97.43%. This is an improvement on all the previous results (in 2012 our staff rated 96.98%; 83.92% was achieved from facilities and services although the result achieved in 2012 was significantly lower that the results achieved prior to then (94.3% in 2011 and 83.69 % in 2010). Such an improvement is seen as a fitting reward for a quality service provided by caring staff in an appropriate setting with excellent patient outcomes achieved over many years. Our focus has always been on reducing patient anxiety at the prospect of undergoing a medical procedure. We have overhauled our patient information; engaged with consumers to ensure the information we provide is clear and relevant to our patients; we are updating our website to include images within our workplace so patients get a sense of familiarity when they present for treatment and are greeted by staff who will provide them with the quality of care they deserve.

Following on from the results achieved in care, service and treatment is the improvement in the information satisfaction rating. Our patients scored our information 94.96% which is again an improvement from 2012 (91.7%). With the benefit of the changes to be made to our current information recommended by our consumer group we certainly hope to achieve even more improvement in the future.

The billing process rated in line with previous years (92.35% compared to 92.1% in 2012). There have been several internal changes to the billing for one health fund and the attempts to minimise the disruption to patients has obviously achieved its objection with the stabilisation of the responses. The billing process is managed to a large extent behind the scenes with claims lodged directly to funds for the majority of our patients. The out of sight out of mind saying seems to be a fair summation of how our patients feel about our billing process. The patient signs for the accounts, we lodge them and the funds pay us directly and with no further documentation to sign or notification received from health funds after the procedure the whole process is generally summarily forgotten.

Decision making and involvement is a new criteria for this survey. It includes questions on the overall care received; providing information about my rights and responsibilities; information about my condition, procedure or treatment; information about my consent; information about the cost of procedure prior to admission and that financial consent was easy to understand and was helpful. The satisfaction rating achieved was 92.98%. Improvements in future surveys will be the aim.

The discharge process rating has been incorporated into this survey where in the past it was a separate survey. This change was welcomed by patients who had undertaken both surveys in the past. The result in 2013 was 95.04% which is quite an improvement from 2012 where the satisfaction rating was 73.92%. There has not been any significant change to the discharge policy or procedures at the DEC and perhaps the merging of the two surveys has been a contributing factor.

The satisfaction with transfer for 2013 was 95.35% compared to 80% in 2012. Again there has been no change in the procedures and policies for transfer from the DEC.

The overall satisfaction response was 94.17%. This is lower than previously achieved (98.09%) and has been attributed to the change in survey itself. All other surveyed areas showed improvement (some very significant improvement) and the overall response does not reflect this. The comments received from patients in the survey were overwhelming and reinforce what our patients tell us every day. The DEC experiences an average return rate of patients of approximately 65% per annum providing us with further reassurance that our services are needed and fulfil the needs of our patients.

 
Summary 2012 - 2013 Patient Satisfaction Survey for QPS Benchmarking Graph

Summary 2012 Patient Satisfaction Survey for QPS Benchmarking Graph
 

There was a marked reduction in wind pain from 44 respondents (68.12% of overall patients reporting post procedure reactions) to only 22 in this survey (14.9%) as a direct result from introducing CO2 into theatres. This is due to the CO2 being absorbed by the body as opposed to the air which was previous pumped into the stomach which has to be expelled.The DEC uses the valuable feedback provided to us to evaluate our services and the way we deliver services to our patients, referral base and for staff training purposes. We encourage all our patients to provide feedback to us either via one of our two patient satisfaction surveys conducted annually or through communication with our staff, completion of patient feedback forms in recovery or in reception, use of our website, via email or by passing comments (constructive or compliments) to their treating doctors at the DEC. Our preference is to have respondents identify themselves so we can respond to them personally if they request us to but are happy to receive anonymous feedback as well.

 


Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted April to June 2013

The main objective of the DEC is to deliver optimal care in a safe environment ensuring we best cater for the needs of our patients and referring doctors. As an ongoing review of our delivery of care we survey our patients every six months (one internally developed survey and one externally developed survey) to ensure our standards are maintained and all aspects of patient care are reviewed regularly. This survey was developed internally and random patients were asked to complete this survey during April and May 2013. We received 148 completed surveys.

Here is a summary of the responses received:

  • 100% of patients felt they had received adequate information about the test they were having (this is an improvement from last year with 97.8%)
  • 98.6% of patients responded they had received adequate information about their accounts (this is the same result as achieved last year)
  • 100% of patients felt they had received adequate information about the preparation for their test (this is also an improvement from last year with 97.8%)
  • 70.9% of patients elected to receive SMS confirmation of their appointment. 94.3% of these patients responded the SMS they received fulfilled their needs
 

Adverse Post Procedure Reactions

67.6% of patients did not experience any adverse reactions post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted on their surveys that the reaction they experienced was very minor and that they had only recorded the response because the survey had asked them to.

Here is a breakdown as reported by the respondents:

 
Adverse Post Procedure Reactions
 

There was a marked reduction in wind pain from 44 respondents (68.12% of overall patients reporting post procedure reactions) to only 22 in this survey (14.9%) as a direct result from introducing CO2 into theatres. This is due to the CO2 being absorbed by the body as opposed to the air which was previous pumped into the stomach which has to be expelled.

 

Post Procedure Responses

  • 100% of patients felt they were ready to go home at the time of their discharge
  • 97.3% of patients felt they knew the nature of their problem at the time of their discharge
  • 100% of patients felt they knew how to care for themselves after their discharge
  • 100% of patients felt their rights and responsibilities were respected during their treatment at the DEC
  • 65.54% of respondents have previously been treated at the DEC. The return rate of patients is particularly reassuring in the current economic environment and we feel this reflects the high quality of care and service we are able to provide to our patients.
 

Overall Satisfaction

 
Overall Satisfaction
 

87.84% of respondents felt the level of care they received during their admission to the DEC was excellent while 11.49% felt the level of care was good. One respondent felt the level of care was satisfactory. No respondents felts the level of care was unsatisfactory. All results for overall satisfaction were marked improvements from previous years.

Here are some comments received:

  • "Could not fault the quality of care"
  • "You provide outstanding pastoral care which is very professional and efficient"
  • "It is good to be able to receive an endoscopy report with a picture at the end of the procedure"
  • "I have found the staff to be supportive, efficient and friendly at all times"
  • "Staff are fantastic as are the medical and theatre teams - very professional, polite and friendly"
  • "Have been elsewhere, where everything was unsatisfactory, so appreciate care here"
  • "Keep up the good work"
  • "Excellent care from all"
  • "Fabulous facility - amazing staff"
  • "The quality and service is outstanding - I have been attending this facility for 20 years. I cannot fault it. Absolutely the best"
  • "All the nursing staff were helpful and friendly, making the whole unpleasant procedure very unstressful"

Once again thank you to all who chose to complete our survey. Your feedback ensures we can gauge how our services and care are received and we can make improvements to best suit all our consumers.

 


Summary of Responses to QPS Patient Satisfaction Survey October and December 2012

The DEC has participated in this external benchmarking tool for many years and have consistently achieved improvements in the results compared to previous years.

This survey is very comprehensive and consists of two parts; patient satisfaction survey and patient survey on discharge and transfer processes. Patients admitted during the survey period are asked to complete their survey at home after their procedure and are provided with a reply paid envelope to encourage the return of completed surveys. Patients have the ability to add comments and feedback on each section of the patient satisfaction and we utilise this information to improve or "tweak" our services. We commonly use the feedback to highlight for staff where they have been singled out for the level of care and service (staff are thrilled to receive the tick of approval and our patients are never shy about praising their efforts).

The patient satisfaction survey covers eight areas:

  • Appointment and Waiting Times
  • Location and Physical Access
  • Our People
  • Our Facilities and Services
  • Information
  • The Billing Process
  • Pain Management
  • Would Recommend Facility
  • Overall Satisfaction
 

Patient Satisfaction Survey

We achieved the following results in these areas:

We received an 88.8% satisfaction rating with the appointment and waiting time experienced by patients. This result is very much in line with those achieved over previous surveys.

Our rating for location and physical access was 80.9% and this is again in line with the previous years' ratings. Due to our location in St Vincent's Clinic the car parking is always an issue, which unfortunately we are not able to address. Indicatively the rating achieved for this criteria was only 49.8% which contributes greatly to the decreased overall satisfaction rating for this category.

Our people satisfaction rating has always been very high and this year is no exception. The overall rating was 96.98%. All our staff are highly skilled and this is reflected in the ratings awarded and the glowing comments which patients elect to add to their surveys.

The facilities and services criteria rating was lower than achieved in 2011 but in line with the result from 2010 (83.92% compared to 94.3% and 83.69% respectively). We endeavour to provide reading materials and refreshments to meet the majority of tastes but unfortunately we are not able to cater to everyone and this is reflected in the overall result. This question is one of those which is left blank more often than others as many people bring their own reading material (recommended) and therefore the response is not applicable to them.

Information on explanation of procedures, discharge instructions and follow up treatment was rated 91.7% which is an improvement on previous years.

The Billing Process was rated 92.1% which remains in line with the previous results. The process of billing is extremely streamlined with little or no need for patients to sign forms as we participate in no gap billing for our Doctors' fees. We have maintained "contracts" with the majority of health funds for accommodation and theatre fees and this results in patients paying little or no out of pocket expenses and not having to go to their health funds to claim afterwards. This enhances the patient's experience but almost makes the billing process invisible.

Pain Management is only completed by some patients as the majority of our patients experience little or no pain at all after their procedures. The rating achieved this year was 97.32% which is exceptional.

Would recommend the facility has once again achieved 100% satisfaction. This is very reassuring to all staff and management that we are providing services which are relevant, of a high quality and provided in a suitable setting with excellent patient outcomes.

Overall satisfaction was 95.89%. The DEC experiences an average return rate of patients of approximately 65% per annum providing us with further reassurance that our services are needed and fulfil the needs of our patients. Only 1/146 patients rated their satisfaction level as fair and no respondents rated the DEC with poor.

 
Summary 2012 Patient Satisfaction Survey for QPS Benchmarking
 

Here is a sample of the comments received from respondents:

  • "This hospital is the best, wonderful staff, good Doctor" - RH
  • "Thank you - don't change" - DG
  • "A very professional, orderly, clean and pleasant unit. Very nice staff" - DS
  • "Overall experience was excellent" - SB
  • "A lot more efficient all round than my previous hospital, esp waiting times" - JD
  • "What is ultimately a fairly complicated process is handled speedily, efficiently and with obvious professional skill by all parties" - anonymous
  • "Being a patient since 1987 the only thing that hasn't changed is the parking. The service is excellent" - JK
  • "All staff work together professionally and give excellent customer service" - SC
  • "Outstanding experience when very nervous" - AG
  • "I could not fault the service and care given to me" - MS
  • "A truly wonderful experience" - MS
  • "I am more than happy with all aspects" - FC
  • "The nurses were wonderful, caring, efficient, responsive & totally capable" - AH
  • "The caring, efficient & informative staff made my staff very pleasant indeed" - JL

Patient Satisfaction on Discharge and Transfer Processes

The results of the Satisfaction with Discharge and Transfer were an improvement at 75.85%. This result is distorted due to the selection of options given to rate each question. The ratings are much better than expected, better than expected, the same as you expected, slightly worse than expected, much worse than expected. Given our reputation, location, skill of our staff and excellent patient outcomes our patients expect the level of service and care to be exemplary and when the service they receive meets this they rate the service as "the same as expected". We have received numerous comments to this effect over the years and accept it appears to overshadow the final results achieved.

 
2012 Patient Survey on Discharge and Transfer Process
 

The DEC uses the valuable feedback provided to us to evaluate our services and the way we deliver services to our patients, referral base and for staff training purposes. We encourage all our patients to provide feedback to us either via one of our two patient satisfaction surveys conducted annually or through communication with our staff, completion of patient feedback forms in recovery or in reception, use of our website, via email or by passing comments (constructive or compliments) to their treating doctors at the DEC. Our preference is to have respondents identify themselves so we can respond to them personally if they request us to but are happy to receive anonymous feedback as well.

 


Summary of Responses to the Diagnostic Endoscopy Centre's Patient Satisfaction Survey conducted April to June 2012

Once again the DEC surveyed its patients to ascertain our performance and identify areas of excellence and areas where improvements could be made. Without the valuable information fed back to us by our patients we cannot hope to achieve improvements in quality and service delivery. Part of our mission is to deliver optimal care in an optimal setting and this feedback helps guide us towards this aim.

We received 138 responses to this year’s survey and the following analysis of the responses was:

  • 97.8% of patients responded they had received adequate information about the test they were having
  • 98.5% of patients responded they had received adequate information about their accounts
  • 97.8% of patients responded they had received adequate information about the preparation for their test
  • 73% of patients elected to receive SMS confirmation of their appointment. 98% of these patients responded the SMS they received fulfilled their needs
 

Adverse Post Procedure Reactions

68.1% of patients did not experience any adverse reactions post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted on their surveys that the reactions they experienced were very minor.

Here is a breakdown as reported by the participants of their experiences:

 
Adverse Post Procedure Reactions
 

Post Procedure Responses

  • 99.3% of patients felt they were ready to go home at the time of their discharge
  • 95.7% of patients felt they know the nature of their problem at the time of their discharge
  • 97.2% of patients responded they knew how to care for themselves after their discharge
  • 100% of patients felt their rights and responsibilities were respected during their treatment at the DEC
  • 69.6% of respondents had previously been treated at the DEC. The return rate of patients is particularly reassuring in the current economic climate and we feel this reflects the high quality of service and care we are able to provide our patients
 

Overall Satisfaction

 
Overall Satisfaction

81.16% of respondents felt the level of care their received during their admission to the DEC was excellent with 16.67% of patients responding that they felt the level of care was good. 2.17% of respondents felt the level of service was satisfactory. No respondents felt the level of care was only satisfactory or unsatisfactory.

No patients requested additional information on this survey.

Here is a sample of the comments received:

  • "I am impressed with the well organised office and the staff are caring and informative"
  • "Thank you for your assistance, cheery politeness, kindness and warmth over what is an emotional day"
  • "Everything was handled very well. All staff were excellent"
  • "I would strongly recommend this clinic for preventative procedures"
  • "All staff were very professional and friendly. I felt well looked after and safe"
  • "Everyone made the experience very comfortable and pleasant"
  • "Your rooms are spotless and first class in every way"
  • "The staff were extremely caring and competent"
  • "With limited mobility it was great that my husband was able to assist me and stay with me"
  • "I've always received excellent attention – hospital staff work in sometimes difficult conditions; I have the greatest respect for them"
  • "I hate this procedure but I know that I am in the best of hands when in this facility"
  • "Very efficiently run clinic, and service very professional and warm. Excellent."
  • "I really appreciated being treated as an intelligent being by all staff"
  • "Everyone was very pleasant and helpful at all times"
  • "Completely satisfied with my procedure and treatment"
  • "I was amazed at how warm and patient your nurses and receptionists were. All lovely people. My doctor was also fabulous"
  • "The friendliness of the staff and nurses made the procedure much less stressful – thank you"
  • "The doctors and nurses were lovely – kind and nothing was a trouble to them. The best I’ve ever experienced"
  • "I felt the staff at DEC were such a “happy team” that they made your procedure an easy one to go through and to recover"
  • "DEC is a warm, clean and bright Unit. Keeps to time and has very efficient staff"
  • "Excellent professional staff, keep up the superb dignified sense of humanity and great interest. You made me feel relaxed and not just a piece of a procession. Well done"

We have reviewed the responses to our survey and will implement the installation of CO2 to reduce the number of patients who experience wind or abdominal pain post procedure. The excellent feedback regarding the quality of care received is encouraging to staff as validation that they are providing optimal care in a safe and quality environment.

We will conduct this survey in 2013 and hope to see an improvement in the number of post procedure reactions.


 
 

Things to know before the endoscopy procedure include reading ALL information given to you carefully and as soon as possible, following the .....

On presentation to the unit, you will be greeted by the Reception staff who will check the personal information you have provided to us on the .....

 

Here you'll find answers to our most commonly asked questions .....

The DEC respects and upholds your rights to privacy protection under the National Privacy Principles contained in the Privacy Act 1988 .....

 

The Diagnostic Endoscopy Centre recognises its corporate responsibility and legal obligations under the Work Health & Safety Act .....

The Diagnostic Endoscopy Centre has a formal Medical Advisory Committee,comprising representatives from the Governing Body, Visiting Medical Officers, Anaesthetists and .....

 

The DEC has contractual arrangements with the majority of private health fund* for accommodation and theatre fees (hospital fees). Provided you .....

The Diagnostic Endoscopy Centre is a private medical practice. Consultations are billed at private patient rates and fees are payable on the day .....

 

Once again the DEC surveyed its patients to ascertain our performance and identify areas of excellence and areas where improvements .....

If you have been a patient at the DEC and would like to help us review and improve our services from a consumer representative point of view .....

 

The Diagnostic Endoscopy Centre (DEC) is committed to protecting the privacy of the personal information and sensitive information which it collects and holds .....