Patient Satisfaction Survey Liwa Hospital

Transcription

1 Patient Satisfaction Survey Liwa Hospital REPORT Ref. No: HAAD/UAE/09/1244 Version: I Prepared for: Health Authority Abu Dhabi (HAAD) Date: 12 th June, 2011

2 Patient Satisfaction Survey (Report) Page II Patient Satisfaction Survey Prepared for Health Authority - Abu Dhabi Abu Dhabi, United Arab Emirates REPORT Submitted by GRMC Advisory Services Office 707 /710, The Atrium Centre Post Box Dubai, United Arab Emirates Tel.: Fax: info@grmc-online.com Web: GRMC 2011

3 Patient Satisfaction Survey (Report) Page III Table of Contents 1 Liwa Hospital Overall Hospitals: Outpatient Department Liwa Hospital [SEHA]: Outpatient Department Index of Figures...9

4 Patient Satisfaction Survey (Report) Page 4 1 Liwa Hospital Primary research campaign was implemented to conduct quantitative questionnaire based interviews with statistically significant samples of informed patients possessing a recent experience at Liwa Hospital. The survey was conducted via CATI (Computer Assisted Telephone Interviews) and face-to-face interviews by GRMC operatives in Arabic and English languages along with other ethnic languages (Urdu, Farsi, Hindi, etc.) as required. This patient database included specific fields of information comprising; patient name; patient contact number (GSM and / or Landline); and other patient facets such as gender, date of birth and nationality. The questionnaires pertinent to the patient satisfaction survey were designed in collaboration with the HAAD authorities. The base questionnaire used to capture responses was in English language however interviewer scripts were prepared in Arabic language so as to follow patient respondents to participate in a better manner. For CATI, our approach relied on data collected via a telephone interview. In order to achieve this Liwa Hospital provided GRMC with a patient database. For improved accuracy, GRMC contacted patients whose most recent experience of visiting Liwa Hospital was not longer than a fortnight ago. As such, Liwa Hospital shared patient database every two weeks with GRMC. Along with outpatient services in medical specialities such as, general medicine, paediatrics and mother and child health, Liwa Hospital also provides emergency services. Inpatient services are limited to day care and include patients kept for observation. No invasive procedures are undertaken at the facility. As such, primary research interviews were limited to the outpatient department. Approximately 180 outpatient interviews were conducted of which 115 forms were completed and validated.

5 Patient Satisfaction Survey (Report) Page Overall Hospitals: Outpatient Department Figure 1. Overall Hospitals: Outpatient Department Satisfaction Indicators Overall Hospitals: Outpatient Department Satisfaction Indicators Medical Staff Tangibles Non Tangibles Overall Facility Rating Region Hospital Abu Dhabi Al Ahalia 76% Al Corniche [SEHA] 85% Al Mafraq [SEHA] 83% Al Noor (Airport Road) 85% Al Noor (Khalifa Street) 86% Al Raha 85% Al Rahba [SEHA] 85% Al Reef International 81% Al Salama 84% Al Samaya Specialized CosmeSurge & Emirates 84% Dar Al Shifa 85% Emirates French 85% Gulf Diagnostic Center 81% Lifeline Lifeline Day Care 79% Magrabi 85% National 85% NMC (Abu Dhabi) 84% SKMC (Psychiatrics) [SEHA] 79% SKMC [SEHA] 85% Eastern Al Ain [SEHA] 83% Al Noor (Al Ain) 85% Al Tawam [SEHA] 83% Emirates International 85% NMC (Al Ain) Oasis 82% Specialized Medical Centre Western Al Mirfa [SEHA] 80% Al Rewaise 80% Al Wagan [SEHA] 80% Delma [SEHA] 80% Ghayathy [SEHA] 85% Liwa [SEHA] 86% Madinat Zayed [SEHA] 83% Sila [SEHA] 78% Overall Courteousness & Friendliness Proper Communication Time Spent Explanation of Test and Treatment Explanation of Medical Condition Overall Facility & Equipments Parking Facility Comfort of Waiting Area Clarity of Healthcare Facility Internal Signs Visual Appeal Overall Convenience of Location Overall Cleanliness Privacy Waiting Time Paperwork Involved Source: GRMC Advisory Services, 2011

6 Patient Satisfaction Survey (Report) Page Liwa Hospital [SEHA]: Outpatient Department Outpatient department components investigated registered higher levels of satisfaction when compared to other hospitals in Al Gharbia. Liwa hospitals overall outpatient satisfaction score equated to 85.9%, which is higher than the mean score registered in the patient satisfaction survey campaign. Highest and lowest ratings for overall healthcare facility achieved by any hospital under investigation are 86.8% and 75.6% respectively. Amongst the various components investigated within Liwa Hospital, Medical Staff ( 91.2%) followed by Tangibles ( 90.5%) received comparatively higher satisfaction rating than other components. Figure 2. Liwa Hospital [SEHA] Outpatient Department Components Liwa Hospital [SEHA] Overall Mean Overall Highest Rating Overall Lowest Rating 100% 80% 86% 81% 84% 82% 85% 76% 86% 83% 76% 60% 40% 20% 0% Medical Staff Tangibles Non Tangibles Overall Rating of Healthcare Facility

7 Patient Satisfaction Survey (Report) Page 7 Figure 3. Liwa Hospital [SEHA] Medical Staff Liwa Hospital [SEHA] Overall Mean Overall Highest Rating Overall Lowest Rating 100% 80% 93% 86% 93% 81% 83% 89% 84% 60% 40% 20% 0% Courteousness & Friendliness Proper Communication Time Spent Explanation of Test and Treatment Explanation of Medical Condition Figure 4. Liwa Hospital [SEHA] - Tangibles Liwa Hospital [SEHA] Overall Mean Overall Highest Rating Overall Lowest Rating 100% 80% 93% 80% 79% 69% 78% 89% 94% 84% 94% 81% 60% 40% 20% 0% Facility & Equipments Parking Facility Comfort of Waiting Area Clarity of Healthcare Facility Internal Signs Visual Appeal

8 Patient Satisfaction Survey (Report) Page 8 Figure 5. Liwa Hospital [SEHA] Non Tangibles Liwa Hospital [SEHA] Overall Mean Overall Highest Rating Overall Lowest Rating 100% 80% 86% 85% 89% 73% 84% 93% 94% 85% 85% 77% 89% 65% 85% 82% 71% 86% 83% 76% 60% 40% 20% 0% Convenience of Location Overall Cleanliness Privacy Waiting Time Paperwork Involved Overall Rating of Healthcare Facility

9 Patient Satisfaction Survey (Report) Page 9 2 Index of Figures Figure 1. Overall Hospitals: Outpatient Department Satisfaction Indicators 5 Figure 2. Liwa Hospital [SEHA] Outpatient Department Components 6 Figure 3. Liwa Hospital [SEHA] Medical Staff 7 Figure 4. Liwa Hospital [SEHA] - Tangibles 7 Figure 5. Liwa Hospital [SEHA] Non Tangibles 8

10 Patient Satisfaction Survey (Report) Page 10 Post Box Office 707 The Atrium Centre Dubai. United Arab Emirates Tel.: Fax: Web: GRMC 2011