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.

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