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.

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