prince of wales hospital patient satisfaction survey april – june 2015
TRANSCRIPT
Prince of Wales HospitalPatient Satisfaction Survey
April – June 2015
31.80% 29.52%
55.92%
47.72%
9.28%
13.92%
0.96% 4.52%
0.04% 1.44%2.00% 2.88%
0%
20%
40%
60%
80%
100%
Information about admission Waiting time for admission
Very good Good Neutral Poor Very Poor N/A
(I) On Admission (Apr – Jun 2015)
(I) On Admission
Apr – Jun
2015(Mean Score)
Information about admission 1.21
Waiting time for admission 1.02
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
23.44%30.28%
39.24%34.40%
23.04%
50.56%
56.28%
53.56%
52.00%
32.76%
19.20%
10.56%5.64%
9.48%
13.80%
2.76% 0.72% 0.48% 0.48%
0.16%
0.64%0.00%
0.04%0.16%
0.00%
3.40% 2.16% 1.04%3.48%
30.24%
0%
20%
40%
60%
80%
100%
Food supply Linen supply Wardenvironmental
hygiene
Privacy protection Attention to yourspecial needs
Very good Good Neutral Poor Very Poor N/A
(II) Staying in Ward (Apr – Jun 2015)
(II) Staying in Ward
Apr – Jun 2015(Mean Score)
Food supply 0.97
Linen supply 1.19
Ward environmental hygiene 1.33
Privacy protection 1.24Attention to your special needs, e.g. interpretation service or religion-related arrangements
1.13
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
37.68%43.76%
51.04%48.28%
7.12% 5.04%0.36%
0.20%0.12% 0.04%3.68% 2.68%
0%
20%
40%
60%
80%
100%
Effectiveness of treatment Quality of nurinsg care
Very good Good Neutral Poor Very Poor N/A
(III) Clinical Service (Apr – Jun 2015)
(III) Clinical Service
Apr – Jun
2015(Mean Score)
Effectiveness of treatment 1.31
Quality of nursing care 1.39
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
41.64%34.36% 36.44% 31.92%
49.36%
48.84% 48.64%45.56%
6.76%
9.52% 7.84%12.28%
0.40%0.36% 0.36%
0.92%
0.08%0.04% 0.04% 0.04%
1.76%6.88%
6.68%9.28%
0%
20%
40%
60%
80%
100%
Explanation onclinical condition and
treatment plan
Involvement indeciding treatment
plan
Explanation on use ofmedication
Channels forfeedback on hospital
service
Very good Good Neutral Poor Very Poor N/A
(IV) Explanation & Communication (Apr – Jun 2015)
(IV) Explanation & Communication
Apr – Jun
2015(Mean Score)
Explanation on clinical condition and treatment plan 1.34
Involvement in deciding treatment plan 1.26
Explanation on use of medication 1.30
Channels for feedback on hospital service 1.19
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
51.52% 49.68%
43.88% 44.76%
3.56% 3.56%0.28%0.32%
0.16% 0.16%0.60% 1.52%
0%
20%
40%
60%
80%
100%
Staff attitude Staff helpfulness
Very good Good Neutral Poor Very Poor N/A
(V) Staff Performance (Apr – Jun 2015)
(V) Staff Performance
Apr – Jun
2015(Mean Score)
Staff attitude 1.47
Staff helpfulness 1.46
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
33.36% 35.32%28.72%
53.48% 48.56%
48.44%
6.92%7.60%
13.08%
0.28% 0.28% 1.96%0.12% 0.00% 0.40%
5.84% 8.24% 7.40%
0%
20%
40%
60%
80%
100%
Information about discharge Explanation on follow-upplan and post-discharge
care
Waiting time for discharge
Very good Good Neutral Poor Very Poor N/A
(VI) On Discharge (Apr – Jun 2015)
(VI) On Discharge
Apr – Jun
2015(Mean Score)
Information about discharge 1.27
Explanation on follow-up plan and post-discharge care
1.30
Waiting time for discharge 1.11
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
29.92% 31.32% 30.92%24.68% 24.84% 23.00%
54.48% 50.52%57.16%
52.48% 52.84% 52.84%
8.80%7.92%
6.56%
13.76% 13.12% 12.76%
0.76%0.32%
0.36% 2.32%0.32% 0.56%
0.04%0.16%
0.08%0.04%
0.04% 0.16%
6.00% 9.76%4.92%
6.72% 8.84% 10.68%
0%
20%
40%
60%
80%
100%
Signage andinformation
counter
In-patienttransportation
Generalhospital
environment
Public toilethygiene
Security Paymentprocess
Very good Good Neutral Poor Very Poor N/A
(VII) Facilities / Ancillary Service (Apr – Jun 2015)
(VII) Facilities / Ancillary Service
Apr – Jun
2015(Mean Score)
Signage and information counter 1.21
In-patient transportation 1.25
General hospital environment 1.25
Public toilet hygiene 1.07
Security 1.12
Payment process 1.10
2 1 0 -1 -2 N/A
Very Good
Good Neutral PoorVery Poor
N/A
0.12% 0.16% 0.36% 0.44% 2.04% 3.40%
10.20%
32.96%
26.56%
15.60%
8.16%
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8 9 10 N/A
Overall impression (1=worst, 10=best)
(VIII) Overall Impression (Apr – Jun 2015)
(VIII) Overall Impression
Apr – Jun
2015(Mean Score)
Overall impression towards this hospital 8.32
1=worst, 10=best