1 SJGHEL Patient Satisfaction Questionnaire. St. Joseph s General Hospital Elliot Lake PATIENT SATISFACTION QUESTIONNAIRE July 2011

Transcription

1 1 SJGHEL Patient Satisfaction Questionnaire St. Joseph s General Hospital Elliot Lake PATIENT SATISFACTION QUESTIONNAIRE July 2011

2 2 SJGHEL Patient Satisfaction Questionnaire EXECUTIVE SUMMARY An overall view of the responses is analyzed by section: Quality of Care, Procedures, Cleanliness/Dietary/Accessibility/Fees, and Overall Satisfaction. Each section is analyzed using a positive score percentage. This enables the hospital to better determine where problems exist which allows them to better determine what actions to take to improve patient satisfaction (NRC Picker Canada 2008). Thus, the hospital, and affiliates, can view where the hospital excels and areas for improvement. 1,000 patients participated in the survey, 584 females and 416 males. The largest age group cohort is the group year of age with 268 respondents. The Quality of Care section has an overall positive score percentage of 91.7%. o Where did we excel? Other health care professionals treated patients with dignity and respect (97%); respecting their privacy (96.9%); the admitting staff was courteous and treated them with dignity and respect (96.5%); the doctors treated them with dignity and respect (95.9%); the nurses also treated them with dignity and respect (95.8%); the services provided to them through pastoral care met their needs related to their visit (92.5%); the hospital addressed their concerns and provided answers to their questions (90.3%); the Admitting Department cared for them promptly (90.2%). o What do we need to improve? The wait time to see a doctor (78.1%); adequately informing patients of the services provided by pastoral/spiritual care (76.6%). The Procedures section has an overall positive score percentage of 84.5%. The Cleanliness/Dietary/Accessibility/Fees section has an overall positive score percentage of 87.2%. o Where did we excel? Providing a clean hospital (96.3%). o Where do we need to improve? Serving enjoyable food (79.1%); parking facilities that enable patients to access the hospital without undue effort (78.8%). The Overall Satisfaction section has an overall positive score percentage of 92.5% o Where did we excel? Patients would speak positively of SJGHEL to family and friends (94.2%); more male respondents (94.9%) than females (93.6%); patients were pleased with the service they received from SJGHEL (93.4%); more male respondents (94.2%) than females (92.8%); addressing the male patients health care issue to their satisfaction (91.2%). o Where did we excel in overall satisfaction by age group? 94.9% for those years of age, 94.1% for those years of age, 93.6% for those years of age, 90.9% for those years of age, and 90.7% for those years of age.

3 3 SJGHEL Patient Satisfaction Questionnaire WHO IS RESPONSIBLE FOR THE REPORT? St. Joseph s General Hospital Elliot Lake commissioned the SJGHEL Patient Satisfaction Questionnaire to provide patients the opportunity to give their view on the services we provide. This important information about organization strengths and areas of improvement help us to take action and drive quality improvement within the organization so that we may better serve the community of Elliot Lake and surrounding catchment area. Mike Hukezalie, the CEO of SJGHEL, arranged for the survey to be completed. Tanya Ekomiak and Erin Noseworthy, the administrative interns at St. Joseph s General Hospital Elliot Lake, conducted the surveys through telephone interviews. Tanya Ekomiak assembled the results and wrote the final report. Contact information: St. Joseph s General Hospital, Elliot Lake 70 Spine Road Elliot Lake, Ontario P5A 1X2 Phone: (705) or (705) Mike Hukezalie: ext Tanya Ekomiak: ext. 2255

4 4 SJGHEL Patient Satisfaction Questionnaire TABLE OF CONTENTS Introduction and Methodology 5 Summary of Demographics 6-9 Age and Gender of Respondents with Table and Graphs Department Most Recently Visited with Table Department Most Recently Visited by Gender with Table and Graph Department Most Recently Visited by Age Group with Table and Graph St. Joseph s General Hospital Elliot Lake Patient Satisfaction Questionnaire 10 Introduction Quality of Care Section Statements 1-7b with Percentage Positive Scores Overall Percentage Positive Score with Table Percentage Positive Scores by Gender with Graph Percentage Positive Scores by Age Group with Graph Procedures Section Statements 8-12 with Percentage Positive Scores Overview of Responses to Question 8 with Table and Graph Overall Percentage Positive Scores with Table Percentage Positive Scores by Gender with Graph Percentage Positive Scores by Age Group with Graph Cleanliness/Dietary/Accessibility/Fees Section Statements with Percentage Positive Scores Overall Percentage Positive Score with Table Percentage Positive Scores by Gender with Graph Percentage Positive Scores by Age Group with Graph Overall Satisfaction with the Quality of Service Section Statements with Percentage Positive Scores Overall Percentage Positive Score with Table Percentage Positive Scores by Gender with Graph Percentage Positive Scores by Age Group with Graph

5 5 SJGHEL Patient Satisfaction Questionnaire INTRODUCTION and METHODOLOGY This document reflects the responses provided by the patients of St. Joseph s General Hospital Elliot Lake who agreed to participate in the SJGHEL Patient Satisfaction Questionnaire. The information reflects the situation as at June 21, 2011 when conducting surveys concluded. Erin Noseworthy reviewed the Meditech records for the fiscal year 2009/2010; there were a total of 35,632 patients who had been to the hospital within that year. After removing all duplicates and those patients who had no demographics listed, a total of 9,880 patients remained for survey sampling. These were divided into the following categories for surveying and then sample sizes were determined: Department Total Sample Size Total Surveyed Emergency % Inpatient % Clinics (Including specialists, % diabetes clinic, physiotherapy, chemo therapy, etc) % (survey/size) Day Surgery/Lab/Diagnostic Imaging % Grand Total % No exclusions were made within the sample if a patient contacted was not able to complete the survey due to age, or a disability, then the survey was completed with someone who was with them during the hospital visit. Geographically, the majority of the patients reside in the Algoma District and Greater Sudbury area (map shown below); a minimal amount were located elsewhere in Canada. Map Source: &spn= , &sll= , &sspn= , &z=8 Erin Noseworthy commenced the initial phone calls in 2010 to those patients selected in the sample size. Between April 13, 2011 and June 21, 2011, Tanya Ekomiak completed making phone calls. These calls included the remainder of the initial phone call attempts, followed by 3 rounds of call backs to patients who had not responded. If, on the third round, a response had not yet been given by the patient, they were categorized as unresponsive. The table above demonstrates that out of the 2,718 patients selected 1,000 responded, or 36.8%; this is consistent with similar surveys.

6 6 SJGHEL Patient Satisfaction Questionnaire SUMMARY OF DEMOGRAPHICS Every patient who responded to the survey was asked for their date of birth, gender, and department most recently visited. They were asked to give their exact date of birth in MM/DD/YYYY format but, for analysis reasons, their responses were later categorized into 9 different age groups: N/A, , 71-80, 61-70, 51-60, 41-50, 31-40, 21-30, 0-20 years of age. AGE AND GENDER OF RESPONDENTS: The following table demonstrates the total number of respondents by age group and by gender. N/A is isolated irregardless of the small number because no age was given from those respondents; the majority of responses of those years of age responded to the questions based on their newborn s most recent visit to the hospital either to the Emergency Department or during delivery in the Obstetrics Unit. Out of the 1,000 respondents, 416 were male and 584 were female; coincidently, females represent the majority within each age group. The largest age group cohort is the group years of age and the smallest is the group that withheld their age. When calculating the Percentage Positive Score by age group for each section, it is important to consider the difference between totals as this has an effect on percentages; though the group that withheld their age often has the lowest percentage, they are not referred to in the report as they are unidentifiable patients of SJGHEL. Table: Total number of respondents by age group and gender N/A (81-100) (71-80) (61-70) (51-60) Totals (41-50) (31-40) (21-30) (0-20) M F M F M F M F M F M F M F M F M F Total : 416 Total : 584 Grand Total: 1000 Additionally, it is evident that the distribution of the patients age characteristics is fairly consistent with Elliot Lake s demographics with 74% of the participants over 50 years old. The following graphs demonstrate the total number of respondents by age group and gender in comparison to Elliot Lake s age characteristics; the similarities are visible.

7 7 SJGHEL Patient Satisfaction Questionnaire Graph: Total number of respondents by age group and gender Total Number of Respondents by Age Group and Gender Age Group and Gender N/A Total Number Graph: Elliot Lake s age characteristics by age group and gender Graph Source:

8 8 SJGHEL Patient Satisfaction Questionnaire DEPARTMENT MOST RECENTLY VISITED: The following graphs demonstrate the total number of departments most recently visited by gender and age group. The Emergency Department has the highest number of visits with a total of 420 visits out of 1, females and 159 males. DEPARTMENT MOST RECENTLY VISTED BY GENDER: The following graph demonstrates the total number of departments most recently visited by each gender. The departments that have the highest number of visits by female respondents are: X- Ray with 46 out of 69 visits, Specialists Clinic with 66 out of 127 visits, Emergency Department with 261 out of 420 visits, Obstetrics Unit with 7 admissions in total, Laboratory with 37 out of 67 visits, Inpatient 3 rd Floor with 26 out of 45 admissions, ICU with 16 out of 26 admissions, Diabetes Outreach Clinic with 8 out of 15 visits, Day Surgery with 71 out of 125 visits, Chemotherapy with 4 out of 6 visits, and 1 st Floor with 4 out of 6 admissions. The departments that have the highest number of visits by male respondents are: Surgeons Clinic with 42 out of 78 visits, Speech Therapy with 2 visits in total, and Dietary Counseling with 3 visits in total. Both genders visited Physiotherapy equally with 2 each for a total of 4 visits. Graph: Total number of department visits by gender Department Most Recently Visited by Gender Department & Gender X-Ray Surgeons' Clinic(Dr.Long & Dr.Stirling) Speech Therapy Specialists' Clinics Physiotherapy Outpatient Emergency OBS Lab Inpatient 3rd Floor ICU Dietary Counseling Diabetes Outreach Clinic Day Surgery Chemotherapy 1st Floor Total Amount

9 9 SJGHEL Patient Satisfaction Questionnaire DEPARTMENT MOST RECENTLY VISITED BY AGE GROUP: The following graph demonstrates the total number of departments most recently visited by each age group. Those respondents years of age have the most number of visits to the following departments: X-Ray with 24 out of 69 visits, Surgeons Clinic with 36 out of 78 visits, Specialists Clinic with 40 out of 127 visits, Emergency Department with 90 out of 420 visits, and Day Surgery with 37 out of 125 visits. Those respondents years of age have the most visits to the following departments: Physiotherapy with 2 out of 4 visits, Laboratory with 22 out of 67 visits, Inpatient 3 rd Floor with 17 out of 45 admissions, Dietary Counseling with 3 visits in total, and 1 st Floor with 4 out of 6 admissions. Those respondents years of age have the most number of admissions to the Obstetrics Unit with 3 out of 7 admissions. Those respondents years of age have the most number of visits to Chemotherapy with 3 out of 6 visits. Speech Therapy has equal amount of visits from those and 0-20 years of age with 1 each for a total of 2 visits. ICU has an equal number of admissions from those and years of age with 8 out of 26 admissions. The Diabetes Outreach Clinic has an equal number of visits from those and years of age with 5 each out of a total of 15 visits. Graph: Total number of department visits by age group Department & Age Group X-Ray Surgeons' Clinic(Dr.Long & Dr.Stirling) Speech Therapy Specialists' Clinics Physiotherapy Outpatient Emergency OBS Lab Inpatient 3rd Floor ICU Dietary Counseling Diabetes Outreach Clinic Day Surgery Chemotherapy 1st Floor % 20% 40% 60% 80% 100% Total Amount N/A

10 10 SJGHEL Patient Satisfaction Questionnaire St. Joseph s General Hospital Elliot Lake Patient Satisfaction Questionnaire Statements 1-20 in the St. Joseph s General Hospital Elliot Lake Patient Satisfaction Questionnaire were presented to every patient that agreed to participate in the survey. For each statement listed, the exact wording used with the respondents is provided. Respondents replied to each statement by rating their experience on a scale of 1-5, N/A or N/R: 1 Strongly Disagree, 2 Disagree, 3 Neither Agree or Disagree, 4 Agree, 5 Strongly Agree, and N/A if the statement either did not apply or they did not want to provide an answer. Only one rating was permitted per statement. For analysis purposes, if the respondent replied with either a 4 or a 5 it is considered a positive score while responses 3, 2, or 1 are considered negative; the total amount of positive responses plus the total amount of negative responses equals n the total sample. N/A or N/R were eliminated because they are considered as no response. The Percentage Positive Score is calculated by dividing the total amount of positive responses by the n. Using a Percentage Positive Score enables the hospital to better determine where problems exist which allows them to better determine what actions to take to improve patient satisfaction (NRC Picker Canada 2008). As a result, 90% and above signifies an area where the hospital excels, 80% and below denotes an area for improvement, and percentages between 80 and 90 are considered satisfactory. QUALITY OF CARE (Statements 1-7) Please rate on a scale of 1-5 your experience to statements 1-7b regarding the QUALITY OF CARE you received during your most recent hospital visit. Statement PS% 4c. Other health care professional(s) treated me with dignity and respect 97.0% 6. My privacy was respect 96.9% 2. Admitting staff were courteous, and treated me with dignity and respect 96.5% 4b. The doctor(s) treated me with dignity and respect 95.9% 4a. The nurse(s) treated me with dignity and respect 95.8% 7b. The services provided to me through pastoral care met my needs related to my visit 92.5% 5. I felt my concerns were heard, and I received answers to my questions 90.3% 1. I was cared for promptly in the Admitting Department 90.2% 3a. The wait time to see a nurse was acceptable 87.9% 3b. The wait time to see my doctor was acceptable 78.1% 7a. In the event that I required the services of pastoral/spiritual care, I was adequately 76.6% informed of these services The Positive Score Percentage for the Quality of Care statements is provided. The 97.0% score for statement 4c indicates that other health care professionals excelled in treating respondents with dignity and respect. The 76.6% score for statement 7a indicates that adequately informing patients of the services provided by pastoral/spiritual care needs to be improved.

11 11 SJGHEL Patient Satisfaction Questionnaire OVERALL PERCENTAGE POSITVE SCORE REGARDING QUALITY OF CARE: The following table demonstrates the overall Positive Score for the quality of care that each respondent received during their most recent hospital visit. The overall score of 91.7% implies that SJGHEL excelled in the quality of care received by the patients that responded to the survey. Total Positive Score 8052 N size for 1-7b 8777 % Positive Score 91.7% PERCENTAGE POSITIVE SCORE BY GENDER REGARDING QUALITY OF CARE: The following graph demonstrates the Positive Score Percentage for quality of care by gender. s 97.6% score indicates that SJGHEL exceeded in respecting their privacy while their 77.3% score demonstrates that the hospital needs to improve on the wait time to see a doctor. s 96.7% score indicates that other health care professionals excelled in treating them with dignity and respect while their 74.4% score suggests that the hospital needs to improve on adequately informing them of the services provided by pastoral/spiritual care. Graph: Percentage Positive Scores by gender regarding QUALITY OF CARE per statement % Positive Scores by Statement for QUALITY OF CARE (by Gender) Statement Number & Gender 7b 7a 6 5 4c 4b 4a 3b 3a % 78.8% 74.4% 79.2% 89.0% 91.0% 96.8% 87.0% 96.3% 88.5% 96.2% 95.5% 96.4% 95.4% 97.3% 96.7% 88.6% 91.5% 97.6% 96.4% 94.3% 90.8% 0% 20% 40% 60% 80% 100% % Positive Score PERCENTAGE POSITIVE SCORE BY AGE GROUP REGARDING QUALITY OF CARE: The following graph demonstrates the overall Positive Score Percentage for quality of care by age group. Respondents years of age have a score of 94.1% which implies that SJGHEL excelled in providing them quality of care while those respondents years of age are less

12 12 SJGHEL Patient Satisfaction Questionnaire satisfied with the quality of care that they received (83.5%) which is good, but since many of these respondents commented on their experience related to their children we need do more research to see what we can do to address their concerns. Graph: Percentage Positive Scores by age group regarding overall QUALITY OF CARE % Positive Scores by Age Group for QUALITY OF CARE % 83.5% 90.7% Age Group N/A 79.3% 88.6% 92.8% 94.1% 93.0% 91.9% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Positive Score PROCEDURES (Statements 8-12) Please rate on a scale of 1-5 your experience to statements 8-12 regarding the PROCEDURES related to your health care issue during your most recent visit. 8. I had pain while in the hospital (True/False) True: 50.7% False: 49.3% Statement 10a. For any procedures or tests that were recommended to me related to my health care issue, I was informed of any risks associated with the procedure, and if applicable, signed a consent form 12. I was provided with follow up, or discharge instructions, related to my visit, and was advised of steps to take, or who to contact, if my symptoms persisted, resumed, or worsened. 9. If I had pain while at the hospital, hospital staff did everything they could to control my pain 11. When prescribed medication, I was informed how the medication worked and possible side effects in a manner that I understood 10b. For any procedures or tests that I had completed at the hospital, I was informed of when I could expect results back, of if I was given my results back at the time of the visit, the results were explained to me in a way I could understand PS% 86.0% 86.0% 85.5% 83.2% 82.0%

13 13 SJGHEL Patient Satisfaction Questionnaire The Positive Score Percentage for the Procedures statements is provided. The 86.0% score for statement 10a indicates that respondents are generally satisfied with being informed of any risks associated with their procedure; likewise, the 86.0% score for statement 12 demonstrates their satisfaction for being provided with follow up, or discharge instructions, related to their visit and of being advised of steps to take or who to contact if their symptoms persisted, resumed, or worsened. Although, the 82.0% score for statement 10b reveals less satisfaction in regards to being informed of when they could expect results back or receiving an explanation of the results in a way they can understand. OVERVIEW OF RESPONSES TO QUESTION 8: Question 8, I had pain while in the hospital, is a true/false question; thus, a positive score percentage is not suitable for the responses. The following graph demonstrates the total number of respondents who reported whether they had pain, or not, during their most recent hospital visit. In total, 50.7% reported having pain. Considerably, 51.4% of males reported having pain and believe the hospital staff excelled in controlling that pain (90.6%); whereas 50.2% of females reported having pain and are the least satisfied with the way the hospital staff controlled that pain (81.8%). Therefore, a notable area of improvement lies in increasing satisfaction among female patients in regards to controlling their pain. Graph: Total number of responses for Question 8 Graph by gender 8. I had pain while in the hospital - "True" Responses 50.2% Gender 51.4% 0% 10% 20% 30% 40% 50% Percentage PERCENTAGES OF MEN AND WOMEN IN PAIN BY AGE GROUP: The following graph demonstrates the percentage of men and women in pain by age group. The age group reported the most amount of pain, males with 24.9% and females with 24.3%. Reflecting on responses received through telephone interviews, it is evident that there are factors that the hospital can do to improve on pain management. The main issues patients expressed

14 14 SJGHEL Patient Satisfaction Questionnaire through their concerns were the location of parking in relation to the main entrance, lack of availability to Physiotherapy and the Emergency department overnight, and long wait times in the Emergency department and for appointments. Graph: Total number of respondents in pain by age group and gender Total Number of Respondents in Pain by Age Group and Gender % 11.2% % 3.3% Age Group and Gender % 5.8% 8.4% 7.2% 8.9% 11.6% 14.7% 17.8% 22.5% 21.5% 24.9% 24.3% N/A 1.4% 0.9% 0% 5% 10% 15% 20% 25% Percentage OVERALL PERCENTAGE POSITVE SCORE REGARDING PROCEDURES: The following table demonstrates the overall Positive Score Percentage for the procedures that each respondent received related to their health care issue during their most recent hospital visit. An overall score of 84.5% exemplifies respondents satisfaction with the procedures that they received. Total Positive Score 2695 n size for % Positive Score 84.5% PERCENTAGE POSITIVE SCORE BY GENDER REGARDING PROCEDURES: The following graph demonstrates the Positive Score Percentage for procedures by gender. s highest score of 84.6% indicates their level of contentment about being informed of any risks associated with their procedures; whereas males lowest score of 81.1% demonstrates their slight satisfaction with being informed of when they could expect results back.

15 15 SJGHEL Patient Satisfaction Questionnaire Graph: Percentage Positive Scores by gender regarding PROCEDURES per statement % Positive Scores by Statement for PROCEDURES (by Gender) 90.6% % Statement Number & Gender 11 10b 10a 87.9% 84.6% 81.1% 82.8% 84.0% 82.6% 88.3% % 0% 20% 40% 60% 80% 100% % Positive Score PERCENTAGE POSITIVE SCORE BY AGE GROUP REGARDING PROCEDURES: The following graph demonstrates the overall Positive Score Percentage for procedures by age group. Respondents years of age have a score of 88.7% which illustrates their satisfaction towards the procedures that they received in relation to their health care issue; in contrast, SJGHEL needs to improve the procedures that they provide to those respondents years of age (76.8%).

16 16 SJGHEL Patient Satisfaction Questionnaire Graph: Percentage Positive Scores by age group regarding overall PROCEDURES % Positive Score by Age Group for PROCEDURES % 80.2% 85.2% Age Group % 85.1% 88.7% 85.9% % N/A 68.8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Positive Score CLEANLINESS, DIETARY, ACCESSIBILITY, FEES (Statements 13-17) Please rate on a scale of 1-5 your experience to statements concerning CLEANLINESS OF THE FACILITIES, DIETARY ENJOYMENT, ACCESSIBILITY, and HOSPITAL FEES in relation to your most recent visit. Statement PS% 13. The areas of the hospital I was in were clean 96.3% 17. Where fees applied, they were reasonable in relation to what other hospitals charge 88.5% for similar services 16. Where fees applied, I was informed of them in advance 86.3% 14. The food served to me was enjoyable 79.1% 15. Parking facilities enabled me to access the hospital without undue effort 78.8% The Positive Score Percentage for the Cleanliness/Dietary/Accessibility/Fees statements is provided. The 96.3% score for statement 13 indicates that SJGHEL excelled in providing patients a clean environment. The 78.8% score for statement 15 suggests that SJGHEL needs to improve the parking facilities. OVERALL PERCENTAGE POSITVE SCORE REGARDING CLEANLINESS, DIETARY, ACCESSIBILITY, and FEES: The following table demonstrates the overall Positive Score Percentage for cleanliness of the facility, dietary enjoyment, accessibility and hospital fees that each respondent reported on during their most recent hospital visit. An overall score of 87.2% shows that respondents are satisfied with these areas.

17 17 SJGHEL Patient Satisfaction Questionnaire Total Positive Score 2494 n size for % Positive Score 87.2% PERCENTAGE POSITIVE SCORE BY GENDER REGARDING CLEANLINESS, DIETARY, ACCESSIBILITY, and FEES: The following graph demonstrates the Positive Score Percentage for cleanliness, dietary, accessibility and fees by gender. s 95.9% score signifies that SJGHEL excelled in cleanliness while their 77.1% score demonstrates that the food served to them needs to be improved. s score of 96.6% affirms that SJGHEL excelled in cleanliness while their 78.7% score indicates that the parking facilities need improvement for our female patients. Graph: Percentage Positive Scores by gender regarding CLEANLINESS, DIETARY, ACCESSIBILITY, and FEES per statement % Positive Scores by Statement for CLEANLINESS/DIETARY/ACCESSIBILITY/FEES (by Gender) 95.9% % Statement Number & Gender % 80.4% 78.8% 78.7% 86.8% 85.8% 84.1% % 0% 20% 40% 60% 80% 100% % Positive Score PERCENTAGE POSITIVE SCORE BY AGE GROUP CONCERNING CLEANLINESS, DIETARY, ACCESSIBILITY, and FEES: The following graph demonstrates the overall Positive Score Percentage for cleanliness, dietary, accessibility and fees by age group. Respondents between the ages of had the highest score in this part of the survey at 89.9% while the year olds were the least satisfied at 81.1%.

18 18 SJGHEL Patient Satisfaction Questionnaire Graph: Percentage Positive Scores by age group concerning CLEANLINESS OF THE FACILITIES, DIETARY ENJOYMENT, ACCESSIBILITY, and HOSPITAL FEES % Positive Score by Age Group for CLEANLINESS, DIETARY, ACCESSIBILITY, FEES Age Group N/A 86.5% 86.4% 87.8% 81.1% 87.6% 88.0% 87.9% 89.9% 81.0% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Positive Score OVERALL SATISFACTION with QUALITY OF SERVICE (Statements 18-20) Please rate on a scale of 1-5 your experience to statements regarding OVERALL SATISFACTION with the QUALITY OF SERVICE you received during your most recent visit. Statement PS% 20. I would speak positively of St. Joseph s General Hospital to my family and friends 94.2% 19. Overall, I was pleased with the service I received from St. Joseph s General Hospital 93.4% 18. The health care issue that brought me to the hospital was addressed to my 89.9% satisfaction The Positive Score Percentage for the Overall Satisfaction statements is provided. The 94.2% score for statement 20 indicates that respondents would speak positively of SJGHEL to family and friends. The 89.9% score for statement 18 shows remarkable contentment towards the hospital addressing the patients health care issue to their satisfaction. OVERALL PERCENTAGE POSITVE SCORE REGARDING OVERALL SATISFACTION with the QUALITY OF SERVICE: The following table demonstrates the overall Positive Score Percentage for overall satisfaction with the quality of service. An overall score of 92.5% verifies that SJGHEL excelled in providing overall satisfaction to their patients in regards to the quality of service received.

19 19 SJGHEL Patient Satisfaction Questionnaire Total Positive Score 2754 n size for % Positive Score 92.5% PERCENTAGE POSITIVE SCORE BY GENDER REGARDING OVERALL SATISFACTION with the QUALITY OF SERVICE: The following graph demonstrates the Positive Score Percentage, by gender, for overall satisfaction with the quality of service. For each statement, it is evident that males are more satisfied with the quality of service than their female counterparts. However, males score of 94.9%, as well as females score of 93.6%, indicates that both genders would speak positively of SJGHEL to family and friends. s satisfaction score of 91.2% reveals that the hospital excelled in addressing their health care issue while females were slightly less satisfied with a score of 89.0%. Graph: Percentage Positive Scores by gender regarding OVERALL SATISFACTION with the QUALITY OF SERVICE per statement % Positive Scores by Statement for OVERALL SATISFACTION with QUALITY OF SERVICE (by Gender) 91.2% Statement Number & Gender % 94.2% 92.8% 94.9% % 0% 20% 40% 60% 80% 100% % Positive Score PERCENTAGE POSITIVE SCORE BY AGE GROUP REGARDING OVERALL SATISFACTION with the QUALITY OF SERVICE: The following graph demonstrates the overall Positive Score Percentage for overall satisfaction by age group. Respondents years of age have a score of 94.9% which implies that SJGHEL excelled in providing them with an overall satisfaction with the quality of service; however, those respondents years of age display slighter satisfaction with a score of 87.2%.

20 20 SJGHEL Patient Satisfaction Questionnaire Graph: Percentage Positive Scores by age group regarding OVERALL SATISFACTION with the QUALITY OF SERVICE % Positive Scores by Age Group for OVERALL SATISFACTION with QUALITY OF SERVICE Age Group % 87.2% 89.1% 90.9% 94.1% 94.9% 93.6% 90.7% N/A 65.5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Positive Score