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 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 2012. OVERALL SATISFACTION: ALL INSTITUTIONS (Based on top 2 satisfaction ratings: % who rated Excellent / Good) 77% in 2013 49.1 77% in 2012 50.8 28.1 26.3 19.4 20.0 2.5 2.0 0.9 0.8 2013 2012 Excellent Good Satisfactory Poor Very Poor Chart 1: Overall Satisfaction in Public Healthcare Institutions 2
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 2012. This is a significant improvement of 4.4%. 79% in 2013 75% in 2012 50.9 47.4 28.5 27.6 17.4 21.1 2.5 3.3 0.7 0.7 2013 2012 Better than expected Slightly above my expectations Neutral Slightly below my expectations Worst than expected Chart 2: Meeting Expectations in Public Healthcare Institutions 3
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 2013 78% in 2012 41.7 42.7 36.6 35.0 15.5 17.5 3.4 2.8 2.8 1.9 2013 2012 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
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 93.6 93.1 94.4 95.7 55.3 62.2 65.5 53.1 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
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 2012. Table 1: Overall satisfaction of public hospitals in 2013 and 2012. 2013 2012 Alexandra 82 79 Changi General 70 72 KK Women s and 76 76 Children s Khoo Teck Puat 80 83 National University 78 74 Singapore General 72 74 Tan Tock Seng 75 77 Note: Based on percentage of respondents who indicated that the level of service was excellent or good. 6
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 2012. 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 2012. Table 3: Willingness to recommend public hospitals in 2013 and 2012. Willingness to recommend (%) in 2013 Willingness to recommend (%) in 2012 Alexandra 81 81 Changi General 67 68 KK Women s and 83 83 Children s Khoo Teck Puat 82 83 National University 81 71 Singapore General 78 80 Tan Tock Seng 75 75 Note: Based on percentage of respondents who indicated that they would strongly recommend or likely recommend the services at the hospitals. 7
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 2012. Specialty Centres 2013 2012 Institute of Mental Health 91 90 National Cancer Centre 82 77 National University Cancer 81 78 Institute, Singapore National Dental Centre 80 75 National Heart Centre 76 77 Singapore National Neuroscience 80 78 Institute National Skin Centre 82 81 National University Heart 74 79 Centre, Singapore Singapore National Eye Centre 75 71 Note: Based on percentage of patients who responded that the level of service was excellent or good. 8
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 2012. Table 5: Willingness to recommend National Specialty Centres in 2013 and 2012. Specialty Centres Willingness to recommend (%) in 2013 Willingness to recommend (%) in 2012 Institute of Mental Health 84 79 National Cancer Centre 87 86 National University Cancer 82 78 Institute, Singapore National Dental Centre 78 79 National Heart Centre 85 85 Singapore National Neuroscience 77 83 Institute National Skin Centre 84 84 National University Heart 74 77 Centre, Singapore Singapore National Eye Centre 85 83 Note: Based on percentage of patients who responded that they would strongly recommend or likely recommend the specialist centres. 9
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 2013. Table 6: Overall satisfaction in polyclinic clusters in 2013 and 2012 Polyclinic cluster 2013 2012 NHGP 82 82 SHP 78 77 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 2013 2012 Ang Mo Kio 91 76 Bedok 65 79 Bukit Merah 78 78 Bukit Batok 86 76 Choa Chu Kang 69 83 Clementi 88 89 Geylang 79 75 Hougang 78 86 Jurong 85 87 Marine Parade 78 83 Outram 83 85 Pasir Ris 85 72 Queenstown 82 76 Sengkang 69 75 Tampines 82 72 Toa Payoh 82 81 Woodlands 73 84 Yishun 85 78 Note: Based on percentage of patients who rated the service quality as excellent or good. 10
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 82 87 Bedok 61 77 Bukit Merah 76 76 Bukit Batok 76 86 Choa Chu Kang 77 81 Clementi 88 87 Geylang 75 62 Hougang 78 78 Jurong 87 76 Marine Parade 73 68 Outram 81 76 Pasir Ris 85 72 Queenstown 71 64 Sengkang 63 67 Tampines 75 64 Toa Payoh 82 73 Woodlands 74 83 Yishun 86 84 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 2013. 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