Outpatient Satisfaction Survey

Transcription

1 Outpatient Satisfaction Survey Third Cycle 2014 Quality Management Department, KSUMC-KKUH Prepd by : Hengameh Hajebi

2 INTRODUCTION Patient impressions has a great impact on how patient s perceive the c they receive during their hospitalization. Health c leaders must recognize the key role that front liners play in terms of the initial customer impression of the organization. Every encounter of Patients with health c providers presents an opportunity to create a first impression. Regardless of where this contact has been made, engaging the individual customer /patient in a prompt, safe, courteous, professional manner is essential for the rest of the service experience to be positive. Inquiring patient satisfaction is one tool to find patient impression from the services provided Quality department of KKUH conducts Patient satisfaction every 3years to identify the as for improvements in c provision and service delivery. Outpatient Satisfaction Survey Questioner of 2014, third cycle signifies the patient experiences and impression with the health c and service providers.the questioner also reflects quality and patient safety activities of health c provider in the daily work based on the international standards. SATISFACTION DEFINED From the consumer s perspective, satisfaction is a multidimensional concept that can be seen as the extent to which a program fulfils clients treatment expectations or needs. From the health service perspective, satisfaction can be viewed as fulfilment of an obligation or claim (Donabedian, A (1988). The quality of c: How can it be assessed? Journal of the American Medical Association, 260, ). METHOD For the third cycle of OUTNPATIENT SATISFACTION SURVEY, new questioner was developed after reviewing the literature and brainstorming session in QMD. This new questioner was designed with the consideration to the Canadian Qmentum international standards and Required Organizational Practices (ROPs). The questioner is divided in two parts, first part consists of patient information and second part (61 questions) is related to ten domains such as appointment process, physician c, nursing c, pharmacy c, laboratory staff, X-Ray staff, hospital facilities and environment, patient rights, patient safety Overall satisfaction After finalization of the survey questions in English and translation in Arabic, database and prints of the questioner were prepd in both languages for our patients. Two surveyors were trained to conduct survey in male and female outpatient waiting as of KKUH. All Outpatient as of the KKUH were included in the study, except for the IVF clinics, Psychiatry and ER waiting as. Data collection started 16 th of Feb 2014 for 3 months. Before distribution of the survey questioner surveyors introduced themselves and explained the purpose of the survey. Patients who verbally consented to participation, survey questioner were given. In some instances where patients were willing to participated however needed assistance, the surveyors provided the assistance in reading and documenting the response to the survey. In Pediatrics outpatient, mothers mostly answered the survey questioners. 1 P a g e

3 In below table and Graphs, each question's positive, negative and not applicable responses were calculated and provided. POPULATION CHARACTERISTICS N(Percent) Age Average age of respondents Gender Male 514 (49.806%) female 487 (47.19%) Not Answered 31 (3.004%) Reason for VISIT FOLLOW-UP 584 (56.589%) NEW PATIENT 114 (11.047%) PREVENTIVE 9 (0.872%) ROUTINE 154 (14.922%) WALK-IN 19 (1.841%) NOT ANSWERED 152 (14.729%) Nationality Saudi 816 (79.07%) Non-Saudi 78 (7.558%) NOT ASNWERED 138 (13.372%) Resident Riyadh 688 (66.667%) Other 169 (16.376%) NOT ANSWERED 175 (16.957%) Education Primary 62 (6.008%) Secondary 64 (6.202%) High school diploma 237 (22.965%) University 430 (41.667%) other 103 (9.981%) NOT ANSWERED 136 (13.178%) 2 P a g e

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5 APPOINTMENT PROCESS 1. It is easy to open file 2. Patient eligibility criteria is clear 3. It is easy to get appointments 4. The receptionist helpful and professional 5. Time to next appointment is reasonable 6. The waiting time in the clinic reasonable 7. The clinics working hours suitable 8. Medical file is available at the time of appointment 9. Appointment services satisfactory It is easy to open file Patient eligibilit y criteria is clear It is easy to get appoint ments The receptio nist helpful and professi onal Time to next appoint ment is reasona ble The waiting time in the clinic reasona ble The clinics working hours suitable Medical file is available at the time of appoint ment Appoint ment services satisfact ory Positive 73.6% 78.8% 54.1% 83.9% 50.6% 46.9% 81.7% 85.5% 70.7% Negative 23.5% 18.1% 43.3% 15.2% 44.9% 50.3% 16.6% 12.2% 26.5% Not Applicable 3.0% 3.1% 2.7% 0.9% 4.5% 2.8% 1.6% 2.4% 2.8% 4 P a g e

6 PHYSICIAN CARE 10. You familiar with your physician 11. Physician spends enough time with you 12. Physician discusses with you all the investigation 13. Physician gives good advice and suggestions 14. Privacy is respected in clinics 15. Physician c services satisfactory You familiar with your physician Physician spends enough time with you Physician discuss with you all the investigation Physician gives good advice and suggestions Privacy is respected in clinics Physician c services satisfactory Positive 69.6% 77.4% 79.5% 81.3% 86.7% 84.0% Negative 26.4% 20.3% 17.5% 16.2% 11.6% 13.0% Not Applicable 3.9% 2.2% 3.0% 2.4% 1.6% 3.0% 5 P a g e

7 NURSING CARE 16. Nurses friendly and polite 17. Nurses provide guidance with investigation request 18. Language is not a problem when communicating with nurses 19. Nurses available at the of examination 20. Nursing c services satisfactory Nurse friendly and polite Nurses provide guidance with investigation request Language is not a problem when communicating with nurses Nurses available at the of examination Nursing c services satisfactory Positive 87.3% 78.4% 77.0% 91.3% 86.3% Negative 11.3% 19.8% 20.8% 7.6% 11.7% Not Applicable 1.4% 1.9% 2.2% 1.0% 2.1% 6 P a g e

8 PHARMACY CARE 21. Waiting time to receive medicine is reasonable 22. The pharmacist is helpful and friendly 23. The pharmacist instructions clear and understandable 24. The pharmacist answers your questions patiently 25. All medicines available 26. Always receive correct medication 27. It is clear how to report pharmacy dispensing errors 28. Out-patient pharmacy services satisfactory Waiting time to recive medicine is reasonabl e The pharmaci st is helpful and friendly The pharmaci st instructio ns clear and understa ndable The pharmaci st answers your questions patiently All the medicine s available Always receive correct medicati on It is clear how to report pharmac y dispensin g errors Outpatient pharmac y services satisfacto ry Positive 36.3% 72.5% 82.6% 72.9% 59.6% 87.1% % Negative 57.5% 24.6% 14.5% 23.7% 35.9% 19.8% 27.8% Not Applicable 6.2% 2.9% 2.9% 3.4% 4.5% 2.8% 10.3% 7.0% 7 P a g e

9 LABORATORY STAFF 29. Lab staff friendly and professional 30. Waiting time to test reasonable 31. Technician verifies your name before test 32. Technician wears new gloves before test 33. The laboratory services satisfactory Lab staff frindly and professional Waiting time to test reasonable Technician verifies your name before test Technician wears new gloves before test The laboratory services satisfactory Positive 91.0% 81.4% 82.7% 84.5% 89.1% Negative 7.3% 17.3% 15.2% 11.9% 9.0% Not Applicable 1.7% 1.3% 2.1% 3.5% 1.8% 8 P a g e

10 X-RAY STAFF 34. X-ray staff friendly 35. Waiting time to test is reasonable 36. Safety instructions given by technician 37. It is easy to communicate with technician 38. X-ray reports available on time 39. X-ray department services satisfactory X-ray staff frindely and professional Waiting time to test is reasonable Safety instructions given by technician It is easy to communicat e with technician X-ray reports available on time X-ray department services satisfactory Positive 88.6% 69.8% 76.8% 79.6% 83.9% 84.2% Negative 8.6% 26.9% 18.7% 16.0% 12.9% 11.7% Not Applicable 2.8% 3.3% 4.5% 4.5% 3.2% 4.1% 9 P a g e

11 HOSPITAL FACILITIES AND ENVIRONMENT 40. The information desk staff is helpful 41. The waiting as clean and comfortable 42. Direction signs help you to reach your destination 43. Food and snacks available 44. Food and snacks fresh 45. Clinics clean 46. Bathrooms clean, functional, and maintained 47. Wheelchairs available if needed 48. Hospital facilities handicapped-friendly The informat ion desk staff helpful The waiting as clean and conforta ble Directio n signs helps you to reach your destinati on Food and snacks availabl e Food and snacks fresh Clinics clean Bathroo ms clean function al and maintai ned Wheelc hairs availabl e if needed Hospital facilities handica pped frindly Positive 86.3% 80.7% 82.6% 83.5% 70.1% 91.1% 83.4% 67.0% 72.2% Negative 12.3% 17.8% 16.3% 14.1% 25.0% 8.2% 15.6% 24.6% 16.8% Not Applicable 1.5% 1.4% 1.1% 2.4% 4.8% 0.7% 1.0% 8.4% 11.0% 10 P a g e

12 PATIENT RIGHTS 49. Services and c provided in compassionate manner 50. You can participate in decisions related to your c 51. Risks and benefits of treatment discussed 52. Patient relation officer is available for complaints 53. Response time for complaint is acceptable Services and c provided in compassionate manner You can participate in decisions related to you c Risks and benefits of treatment discussed Patient relation officer is available for complaints Response time for complaint is acceptable Positive 85.0% 68.0% 72.8% 60.7% 51.3% Negative 13.0% 26.7% 22.9% 28.8% 34.2% Not Applicable 2.0% 5.2% 4.3% 10.4% 14.5% 11 P a g e

13 PATIENT SAFETY 54. Security personnel easily available if needed 55. Hand hygiene and gloves used during treatment 56. Fire extinguisher and fire instructions noticeable 57. Hand sanitizer easily available 58. Before treatment, patient s identity is checked 59. I feel safe and cd for in hospital environment Security personal easily available if needed Hand hygiene and gloves used during treatment Fire extinguisher and fire instruction noticeable Hand sanitizer easily available Before treatment patients identity is checked I feel safe and cd for in hospital envirnment Positive 86.5% 83.8% 88.5% 89.9% 83.0% 84.2% Negative 9.0% 13.9% 7.2% 8.4% 15.3% 13.4% Not Applicable 4.5% 2.3% 4.4% 1.6% 1.6% 2.4% 12 P a g e

14 OVERALL SATISFACTION 60. Hospital out-patient services overall satisfactory 61. I recommend my family/friends to seek c in this hospital Hospital out-patient services overall satisfactory I recommend my family /frinds to seek c in this hospital Positive 81.9% 84.7% Negative 15.4% 12.8% Not Applicable 2.8% 2.4% RESULTS The analysis of the data collected showed that the overall satisfaction in the third cycle of Outpatient satisfaction survey 2014 is 82% with 85% likely hood that our patients recommend KKUH to their family and friends when need arises. The range of the responses from 36.3% "waiting time to receive medicine is reasonable to 91.1% nurses available at the time of examination. The Mean of all positive responses were calculated as 77%. Patient characteristics shows the participants in the survey mostly Saudis living in Riyadh and 65% have high school and university degrees. More than 56% of our patients visiting hospital for follow up appointment. Following table, displays all the questions with the positive response that less than 77%. Pharmacy C has the majority of responses less than the mean related to waiting time and customer service followed by the Appointment Process. Early impression of customers from health c services with appointments. Patients ability to obtain timely and appropriate service affects the patient outcome. 13 P a g e

15 In Patient right domain, four questions out of five scored less than Mean. Lowest satisfactions in this domain were related to complains and complain resolution. In addition, three questions related to Hospital facilities and Environment, one related to physician c, and two related to X-ray staff have rated less than mean. All the questions in the Nursing c, laboratory staff and patient safety domain have scored above the mean. NO. QUESTION RESULT Appointment Process 1. It is easy to open file 73.6% 3. It is easy to get appointments 54.1% 5. Time to next appointment is reasonable 50.6% 6. The waiting time in the clinic reasonable 46.9% 9. Appointment services satisfactory 70.7% Physician C 10. You familiar with your physician 69.6% Pharmacy C 21. Waiting time to receive medicine is reasonable 36.3% 22. The pharmacist is helpful and friendly 72.5% 24. The pharmacist answers your questions patiently 72.9% 25. All the medicines available 59.6% 27. It is clear how to report pharmacy dispensing errors Out-patient pharmacy services satisfactory 65.2% X-Ray Staff 35. Waiting time to test is reasonable 69.8% 36. Safety instructions given by technician 76.8% Hospital Facilities and Environment 44. Foods and snacks fresh 70.1% 47. Wheelchairs available if needed 67.0% 48. Hospital facilities handicapped friendly 72.2% Patient Rights 50. You can participate in decisions related to your c 68.0% 51. Risks and benefits of treatment discussed 72.8% 52. Patient relation officer is available for complaints 60.7% 53. Response time for complaint is acceptable 51.3% 14 P a g e

16 CONCLUSION Outpatient satisfaction survey Target for 2014 third Cycle was 80%, and this was achieve with overall satisfaction of 82%. By considering all the responses that less than the mean opportunities for improvements, there will be 21 as for improvement according the Outpatient Satisfaction Surveyor 2014 (table above). Since the conduction of the survey Feb 2014, some improvement has been done such as" I am at your service" to help patients. This service assists clients as required. For the patients who required wheel chair for example there plenty wheelchairs available now. In the domain, Hospital and Facilities Environment question Foods and snacks fresh is still an a for improvement. Nutrition department may conduct a survey to find the preferences of our clients. In some occasions, patients rather bring food from home. Waiting time is an inconvenient and annoying issue for the patients; this issue is common in many as of hospital such as X-Ray services, appointment services, and pharmacy services as reported. The long waiting time has negative impact on patients impression. Comprehensive plan or mechanism with strict follow up is required from leadership to reduce the waiting time in the clinics and support services It has been said that patient experience and impression of health c services will influence their outcome, it is vital that the patients become familiar with their physician and treating team to build trust. In the training and orientations of the new physicians, self-introduction must be emphasized for better patient experience. Pharmacy services is an integral part of patient c services. It is important to have adequate number of pharmacist to be able to answer patients and to explain properly the dosages of the medicine. Equipping pharmacy with sufficient number of the pharmacist in the outpatient a will reduces the waiting time and dispensing errors. Patient rights is a new domain that was included in the questioner, patients' satisfaction increases when they told about the benefits and risks of their treatment. Patients feel empowered in general, when they involved in their c decisions. Physicians must be advice to communicate more and discuss with patients regularly about patients c and treatment options. Patient compliant / grievances and resolution is an important issue when we discuss satisfaction. Having the policy and procedures alone not enough, data from patient complaint shows and supports that many times complains remain unanswered for years. Strict policy compliance is required. Moreover, concerned individual must be accountable for timely complaint resolution as per policy. Inpatient satisfaction has improved since previous cycle; however, there still many as for improvement. It is up to the administration to lead and the rest of the hospital to follow the improvement path. 15 P a g e

17 Acknowledgment I would like to thank Dr Farheen Shaikh director of QMD for her valuable and constructive input in questioner development, Ms Amal AlOtaibi for preparing the Arabic version of the questioner and collecting Data. Ms Latifa Abu Nayan also for data collection. In addition, I would like to thank, Ms. Jennifer M. Apolinario for her invaluable help in designing the questionnaire, Mr. Exkiel Guevarra for entering the data, and Ms. Czarinah Nicole for data analyzing. 16 P a g e