Patient Satisfaction Survey Al Mafraq Hospital

Transcription

1 Patient Satisfaction Survey Al Mafraq Hospital REPORT Ref. No: HAAD/UAE/09/1244 Version: II Prepared for: Health Authority Abu Dhabi (HAAD) Date: 6th June, 2011

2 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 Page III Table of Contents 1 2 Al Mafraq Hospital Hospitals: Inpatient Department Al Mafraq Hospital [SEHA]: Inpatient Department Hospitals: Outpatient Department Al Mafraq Hospital [SEHA]: Outpatient Department...12 Index of Figures...15

4 Page 4 1 Al Mafraq Hospital Primary research campaign was implemented to conduct This patient database included specific fields of information quantitative with comprising; patient name; patient contact number (GSM patients and / or Landline); name of hospital patient visited and statistically questionnaire significant based samples of interviews informed possessing a recent experience at Al Mafraq Hospital. specialty visited (specialty limited to inpatient, outpatient or A&E). Other patient facets such as demography The survey was conducted via CATI (Computer Assisted (gender, date of birth and nationality) were also shared. Telephone Interviews) and face-to-face interviews by GRMC operatives in Arabic and English languages along The questionnaires pertinent to the patient satisfaction with other ethnic languages (Urdu, Farsi, Hindi, etc.) as survey were designed in collaboration with the HAAD required. authorities. For CATI, our approach relied on data collected via a The base questionnaire used to capture responses was in telephone interview. In order to achieve this Al Mafraq English Hospital provided GRMC with a patient database. For prepared in Arabic language so as to follow patient improved accuracy, GRMC contacted patients whose most respondents to participate in a better manner. language however interviewer scripts were recent experience of visiting Al Mafraq Hospital was not longer than a fortnight ago. As such, Al Mafraq Hospital Approximately 1,150 interviews were conducted of which shared patient database every two weeks with GRMC. 806 forms were completed and validated.

5 1.1 Page 5 Hospitals: Inpatient Department Figure 1. Hospitals: Inpatient Department Satisfaction Indicators Hospitals: Inpatient Department Satisfaction Indicators 83.6% CosmeSurge & Emirates % Lifeline Emirates French % Al Ahalia % Al Samaya Specialized % Lifeline Day Care % SKMC (Psychiatrics) [SEHA] 213 Eastern 79.2% Al Noor (Al Ain) % Emirates International % NMC (Al Ain) % Al Ain [SEHA] % Specialized Medical Centre % Oasis % Al Tawam [SEHA] 441 Western 84.3% Madinat Zayed [SEHA] % Al Wagan [SEHA] Al Rewaise % Ghayathy [SEHA] % Al Mirfa [SEHA] % Delma [SEHA] % Sila [SEHA] % Noise Level 19 Paperwork at Reception 84.9% Al Salama Resolution of Medical Problem 8 Cleanliness 85.5% Gulf Diagnostic Center Convenience of Visiting Time 4 Convenience of Location 85.5% Magrabi 17 Parking Facility 85.7% Dar Al Shifa Non tangibles Visual Appeal 364 Food & Beverage 86.5% Al Mafraq [SEHA] Accomodation Facility % Al Raha Tangibles Medication 20 Pain Management 88.3% National 117 Care Medication & Provision for Follow up Care 88.3% Al Rahba [SEHA] Instructions Provided for Care at Home 285 Timely & Smooth Discharge Process 88.3% Al Corniche [SEHA] 358 Discharge Time Spent 89.4% SKMC [SEHA] Proper Communication 50 Courteousness & Friendliness 89.5% Al Reef International 85 AHPs Response Time 90.7% Al Noor (Khalifa Street) Proper Communication 91.1% 87 Courteousness & Friendliness facility rating 96 NMC (Abu Dhabi) Region Hospital Abu Dhabi Al Noor (Airport Road) No. Of Beds Medical staff Source: GRMC Advisory Services, 2011

6 1.2 Page 6 Al Mafraq Hospital [SEHA]: Inpatient Department The overall satisfaction rating for the inpatient department Amongst the various components investigated within Al of Al Mafraq Hospital is recorded at, which is above Mafraq Hospital, Medical Staff (92%) followed by Inpatient the mean rating of all the hospitals. Highest and lowest Care () received comparatively higher satisfaction ratings for overall healthcare facility achieved by any rating than other components. On the other hand, the Non hospital Tangibles component ranked the lowest amongst the under investigation are and investigated satisfaction components. respectively. Figure 2. Al Mafraq Hospital [SEHA] Inpatient Department Components 63% 82% 76% L owest Rating 78% H ighest Rating 89% 77% O verall Mean 78% 92% Al Mafraq H ospital [SEH A] 6 4 Me dica l S ta ff A llie d He a lthcare P rofe ssionals D ischa rge P rocess Inpa tie nt C a re Ta ngible s Non Ta ngible s O v e ra ll R ating of He a lthca re Fa cility

7 Figure 4. Al Mafraq Hospital [SEHA] Medical Staff 4 4 Response Time Courteousness & Friendliness Allied Proper Communication Health 78% 6 Proper Communication [SEHA] Al Mafraq Hospital [SEHA] Mean Highest Rating Lowest Rating 6 Courteousness & Friendliness Hospital 79% 77% Mafraq Professionals Al Mafraq Hospital [SEHA] Mean Highest Rating Lowest Rating Al Figure 3. Page 7 Time Spent

8 % Highe st Ra ting Lowe st Ra ting 79% 92% 74% Ove ra ll Me a n Al Ma fra q Hospita l [SEHA] Al Mafraq Hospital [SEHA] Mean Highest Rating Lowest Rating Al Mafraq Hospital [SEHA] Inpatient Care Figure 6. 9 Al Mafraq Hospital [SEHA] Discharge Process Figure 5. Page 8 Timely & Smooth Discharge Process Instructions Provided Medication & Provision for Care at Home for Follow up Care Pain Management Medication

9 Al Mafraq Hospital [SEHA] - Tangibles 59% 92% 82% 84% 77% 73% Lowest Rating Highest Rating Mean 89% 77% Al Mafraq Hospital [SEHA] Figure 7. Page Accomodation Facility Food & Beverage Visual Appeal Parking Facility

10 Al Mafraq Hospital [SEHA] Non Tangibles 78% 95% 77% 67% 81% 78% 79% 76% Lowest Rating 84% Highest Rating Mean 77% 89% 76% Al Mafraq Hospital [SEHA] Figure 8. Page Convenience of Location Convenience of Visiting Time Cleanliness Resolution of Medical Problem Paperwork at Reception Noise Level Rating of Healthcare Facility

11 1.3 Page 11 Hospitals: Outpatient Department Figure 9. Hospitals: Satisfaction Indicators Outpatient Department Eastern Western 81% Al Reef International 81% SKMC (Psychiatrics) [SEHA] 79% Lifeline Day Care 79% Al Ahalia 76% NMC (Al Ain) Specialized Medical Centre Emirates International Al Noor (Al Ain) Al Tawam [SEHA] Al Ain [SEHA] Oasis 82% Ghayathy [SEHA] Madinat Zayed [SEHA] Al Wagan [SEHA] Al Mirfa [SEHA] Al Rewaise Delma [SEHA] Sila [SEHA] 78% Paperwork Involved Gulf Diagnostic Center Waiting Time 84% Al Mafraq [SEHA] Privacy 84% Al Salama Cleanliness 84% CosmeSurge & Emirates Convenience of Location NMC (Abu Dhabi) Emirates French Visual Appeal Al Raha Non Tangibles Clarity of Healthcare Facility Internal Signs Dar Al Shifa Comfort of Waiting Area Magrabi Parking Facility National Facility & Equipments SKMC [SEHA] Al Noor (Airport Road) Explanation of Medical Condition Al Rahba [SEHA] Tangibles Explanation of Test and Treatment Al Noor (Khalifa Street) Time Spent Al Corniche [SEHA] Proper Communication Lifeline Courteousness & Friendliness Hospital Al Samaya Specialized Medical Staff Region Abu Dhabi Facility Rating Hospitals: Outpatient Department Satisfaction Indicators Source: GRMC Advisory Services, 2011

12 1.4 Page 12 Al Mafraq Hospital [SEHA]: Outpatient Department Outpatient department components investigated registered lower levels of satisfaction when compared to Al Mafraq inpatient department. Al Mafraq Hospital s overall outpatient satisfaction score equated to, which is the same as the mean score registered in the patient satisfaction survey campaign. Highest and lowest ratings for overall healthcare facility achieved by any hospital and 76% respectively. Mafraq Hospital, Medical Staff (9) followed by Tangibles () received comparatively higher satisfaction rating than other components. Conversely, the Non Tangibles component is ranked lowest amongst the inspected outpatient department satisfaction components. 76% 76% Ove ra ll Lo we st Ra ting 82% 81% Ove ra ll Hig he st Ra ting Ove ra ll M e a n 92% 9 9 Components Al M a fra q Ho sp ita l [SEHA] are Al Mafraq Hospital [SEHA] Outpatient Department Figure 10. investigation Amongst the various components investigated within Al 81% Hospital s under 6 4 Medical S taff Tangible s Non Tangible s O v e rall Rating of He althcare Facility

13 Al Mafraq Hospital [SEHA] Medical Staff 84% 92% 89% Ove ra ll Lo we st Ra ting 81% 92% Ove ra ll Highe st Ra ting Ove ra ll M e a n Al M a fra q Ho spita l [SEHA] Figure 11. Page Courteousness & Friendliness Explanation of Test and Treatm ent Explanation of Medical Condition 81% 84% 89% Lowest Rating 9 78% 92% Highest Rating Mean 69% 89% Al Mafraq Hospital [SEHA] Tim e Spent Al Mafraq Hospital [SEHA] - Tangibles 79% Figure 12. Proper Communication 6 4 Facility & Equipments Parking Facility Comfort of Waiting Area Clarity of Healthcare Facility Internal Signs Visual Appeal

14 Al Mafraq Hospital [SEHA] Non Tangibles 76% 82% 9 71% 65% 89% Lowest Rating 77% 69% 9 Highest Rating 92% 89% Mean 73% Al Mafraq Hospital [SEHA] 84% Figure 13. Page Convenience of Location Cleanliness Privacy Waiting Time Paperwork Involved Rating of Healthcare Facility

15 Page 15 2 Index of Figures Figure 1. Hospitals: Inpatient Department Satisfaction Indicators 5 Figure 2. Al Mafraq Hospital [SEHA] Inpatient Department Components 6 Figure 3. Al Mafraq Hospital [SEHA] Medical Staff 7 Figure 4. Al Mafraq Hospital [SEHA] Allied Health Professionals 7 Figure 5. Al Mafraq Hospital [SEHA] Discharge Process 8 Figure 6. Al Mafraq Hospital [SEHA] Inpatient Care 8 Figure 7. Al Mafraq Hospital [SEHA] - Tangibles 9 Figure 8. Al Mafraq Hospital [SEHA] Non Tangibles 10 Figure 9. Hospitals: Outpatient Department Satisfaction Indicators 11 Figure 10. Al Mafraq Hospital [SEHA] Outpatient Department Components 12 Figure 11. Al Mafraq Hospital [SEHA] Medical Staff 13 Figure 12. Al Mafraq Hospital [SEHA] - Tangibles 13 Figure 13. Al Mafraq Hospital [SEHA] Non Tangibles 14

16 Page 16 Post Box Office 707 The Atrium Centre Dubai. United Arab Emirates Tel.: Fax: Web: GRMC 2011