PATIENT SATISFACTION SURVEY 2013

Transcription

1 PATIENT SATISFACTION SURVEY 2013 Annex A 1 BACKGROUND The Patient Satisfaction Survey has been conducted since 2004.This survey is conducted annually, with only a break in 2011 for a review in the questionnaire. The purpose of the survey is to assess the level of satisfaction within the restructured hospitals, national specialty centres and polyclinics, as well as to identify areas of improvements. The results also provides ground feedback to the healthcare institutions and MOH to enable us to enhance the quality of healthcare services provided. In the PSS, patients were asked to rate their level of satisfaction with the HCIs, and whether they would recommend the services to other patients. As in previous years, they were asked to assess their perceptions based on service quality attributes which included: a) Knowledge and skills of doctors, nurses, and allied health professionals b) Care and concern shown by doctors, nurses, and allied health professionals c) Clear explanation by staff on the procedures and care d) Care coordination e) Facilities 1

2 2 KEY SURVEY RESULTS a. Overall Satisfaction Level In 2013, 77.2% of the respondents rated their overall satisfaction levels as excellent and good. This is comparable to the results in OVERALL SATISFACTION: ALL INSTITUTIONS (Based on top 2 satisfaction ratings: % who rated Excellent / Good) 77% in % in Excellent Good Satisfactory Poor Very Poor Chart 1: Overall Satisfaction in Public Healthcare Institutions 2

3 b. Meeting Expectations In the 2013 survey, 79.4% of the respondents rated the public healthcare institutions to be better than expected and slightly above expectation compared to the ratings of 75% in This is a significant improvement of 4.4%. 79% in % in Better than expected Slightly above my expectations Neutral Slightly below my expectations Worst than expected Chart 2: Meeting Expectations in Public Healthcare Institutions 3

4 c. Willingness to Recommend In 2013, slightly more (78.3%) of the respondents in 2013, compared with 2012 (77.7%), said they would strongly recommend and likely to recommend the HCIs to others based on their experience. WILLINGNESS TO RECOMMEND: ALL INSTITUTIONS (based on top 2 ratings: % who rated Strongly / Likely to recommend) 78% in % in Strongly recommend Likely to recommend Neither recommend nor not recommend Unlikely to recommend Will not recommend Chart 3: Willingness to recommend Public Healthcare Institutions 4

5 d. Touch-points Gaps for Waiting Time Respondents are asked to comment on their level of importance and satisfaction on the waiting time at various touch-points. In general, their level of satisfaction falls short compared to the level of importance, especially in the waiting time to get beds. IMPORTANCE vs SATISFACTION: WAITING TIME AT VARIOUS TOUCH-POINTS Waiting time for doctor Waiting time at pharmacy (SOC) Waiting time to get appointment Waiting time to get beds Top 2 box Importance% Top 2 box Satisfaction % Chart 4: Importance vs Satisfaction (touch-point gaps for waiting time) 5

6 e. Comparison Amongst Public Healthcare Institutions Public s Amongst the public hospitals, Alexandra achieved the best results with overall satisfaction at 82%, followed by Khoo Teck Puat (80%) and National University (78%). National University was also the institution which made the biggest improvement of 4 percentage points compared with Table 1: Overall satisfaction of public hospitals in 2013 and Alexandra Changi General KK Women s and Children s Khoo Teck Puat National University Singapore General Tan Tock Seng Note: Based on percentage of respondents who indicated that the level of service was excellent or good. 6

7 In 2013, patients expressed higher satisfaction with the hospitals A&E, with the A&E at 5 hospitals registering improvements in the level of services provided. The National University achieved the most improvement by 7 percentage points, followed by the Singapore General (6%) and Alexandra (6%). Table 2: Overall satisfaction level at A&E, SOC and Wards in 2013 and A&E (%) SOC (%) Wards (%) Alexandra 83 (77) 85 (80) 78 (80) Changi General 62 (63) 70 (74) 78 (74) KK Women s and 67 (65) 78 (74) 79 (82) Children s Khoo Teck Puat 71 (76) 79 (82) 86 (88) National University 74 (67) 80 (75) 77 (75) Singapore General 65 (59) 69 (70) 76 (82) Tan Tock Seng 70 (69) 81 (83) 72 (75) Note: Percentages are based on patients who rated the service levels as excellent or good. The 2012 figures are indicated in brackets. KK Women s and Children maintains its top position as the public hospital which patients were most willing to recommend the services. This is closely followed by Khoo Teck Puat (82%), Alexandra (81%) and National University (81%). National University was also the institution which made the biggest improvement of 10 percentage points compared with Table 3: Willingness to recommend public hospitals in 2013 and Willingness to recommend (%) in 2013 Willingness to recommend (%) in 2012 Alexandra Changi General KK Women s and Children s Khoo Teck Puat National University Singapore General Tan Tock Seng Note: Based on percentage of respondents who indicated that they would strongly recommend or likely recommend the services at the hospitals. 7

8 National Speciality Centres Among the National Speciality Centres, the Institute of Mental Health (91%), National Skin Centre (82%) and the National Cancer Centre (82%) led the way this year with their patients expressing the highest satisfaction. Table 4: Overall satisfaction among National Specialty Centres in 2013 and Specialty Centres Institute of Mental Health National Cancer Centre National University Cancer Institute, Singapore National Dental Centre National Heart Centre Singapore National Neuroscience Institute National Skin Centre National University Heart Centre, Singapore Singapore National Eye Centre Note: Based on percentage of patients who responded that the level of service was excellent or good. 8

9 On average, the percentage of patients who said that they would strongly recommend and likely recommend speciality centres to other patients in 2013 remain the same at 82% as compared to Table 5: Willingness to recommend National Specialty Centres in 2013 and Specialty Centres Willingness to recommend (%) in 2013 Willingness to recommend (%) in 2012 Institute of Mental Health National Cancer Centre National University Cancer Institute, Singapore National Dental Centre National Heart Centre Singapore National Neuroscience Institute National Skin Centre National University Heart Centre, Singapore Singapore National Eye Centre Note: Based on percentage of patients who responded that they would strongly recommend or likely recommend the specialist centres. 9

10 Polyclinics Satisfaction levels at the polyclinics remained the same as in 2012 with the SingHealth Polyclinic edging up by one percentage point to 78% in Table 6: Overall satisfaction in polyclinic clusters in 2013 and 2012 Polyclinic cluster NHGP SHP Note: Based on percentage of patients who rated the service quality as excellent or good Based on the results in 2013, Ang Mo Kio Polyclinic topped the chart with the biggest improvement of 15 percentage points. Table 7: Comparison of overall satisfaction scores at polyclinics in 2013 and 2012 Polyclinic Ang Mo Kio Bedok Bukit Merah Bukit Batok Choa Chu Kang Clementi Geylang Hougang Jurong Marine Parade Outram Pasir Ris Queenstown Sengkang Tampines Toa Payoh Woodlands Yishun Note: Based on percentage of patients who rated the service quality as excellent or good. 10

11 Patients said that they would most likely recommend the services at Clementi Polyclinic (88%), Jurong Polyclinic (87%) and Yishun Polyclinic (86%). Table 8: Willingness to recommend polyclinics in 2013 and 2012 Polyclinic Willingness (%) to Willingness (%) to recommend in 2013 recommend in 2012 Ang Mo Kio Bedok Bukit Merah Bukit Batok Choa Chu Kang Clementi Geylang Hougang Jurong Marine Parade Outram Pasir Ris Queenstown Sengkang Tampines Toa Payoh Woodlands Yishun Note: Based on percentage of patients who responded that they would strongly recommend or likely recommend the polyclinics 3 CONCLUSION Patients levels of satisfaction with our public healthcare institutions had remained fairly stable in Even as expectations for better quality healthcare services rose, more patients responded that the institutions had met their expectations. However, the survey also revealed that waiting time still remained one of the key concerns experienced by patients which needs further improvement. The annual Patient Satisfaction Survey serves to encourage hospitals, national speciality centres and polyclinics to constantly improve their services and address the key concerns of patients. =================== 11