Patient Satisfaction Survey Al Sila Hospital REPORT Ref. No: HAAD/UAE/09/1244 Version: II Prepared for: Health Authority Abu Dhabi (HAAD) Date: 6th June, 2011
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 32853 Dubai, United Arab Emirates Tel.: +971 4 355 39 55 Fax: +971 4 355 50 33 Email: info@grmc-online.com Web: www.grmc-online.com GRMC 2011
Page III Table of Contents 1 2 Al Sila Hospital... 4 1.1 Hospitals: Inpatient Department... 5 1.2 Al Sila Hospital [SEHA]: Inpatient Department... 6 1.3 Hospitals: Outpatient Department...11 1.4 Al Sila Hospital [SEHA]: Outpatient Department...12 Index of Figures... 15
Page 4 1 Al Sila 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 Sila 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 Sila Hospital English provided GRMC with a patient database. For improved prepared in Arabic language so as to follow patient accuracy, GRMC contacted patients whose most recent respondents to participate in a better manner. language however interviewer scripts were experience of visiting Sila Hospital was not longer than a fortnight ago. As such, Sila Hospital shared patient Approximately 40 interviews were conducted of which 30 database every two weeks with GRMC. forms were completed and validated.
1.1 Page 5 Hospitals: Inpatient Department Figure 1. Hospitals: Inpatient Department Satisfaction Indicators Hospitals: Inpatient Department Satisfaction Indicators 83.6% CosmeSurge & Emirates 10 83.2% Lifeline 25 83.0% Emirates French 10 81.8% Al Ahalia 40 81.5% Al Samaya Specialized 2 81.4% Lifeline Day Care 5 81.3% SKMC (Psychiatrics) [SEHA] 213 Eastern 79.2% Al Noor (Al Ain) 47 90.1% Emirates International 25 89.4% NMC (Al Ain) 20 88.4% Al Ain [SEHA] 395 84.7% Specialized Medical Centre 23 84.7% Oasis 44 84.3% Al Tawam [SEHA] 441 Western 84.3% Madinat Zayed [SEHA] 130 88.5% Al Wagan [SEHA] 15 88.0% Al Rewaise 36 83.8% Ghayathy [SEHA] 34 76.7% Al Mirfa [SEHA] 28 75.3% Delma [SEHA] 23 75.3% Sila [SEHA] 36 74.7% 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 15 87.7% 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
1.2 Page 6 Al Sila Hospital [SEHA]: Inpatient Department The overall satisfaction rating for the inpatient department Amongst the various components investigated within Al of Al Sila Hospital is recorded at 74.7%, which is lower Sila Hospital, Inpatient Care (78.4%) followed by Medical than the mean rating of all the hospitals. Highest and Staff (78.2%) received comparatively higher satisfaction lowest ratings for overall healthcare facility achieved by rating any hospital under investigation are 91.1% and 74.7% Discharge Process component ranked the lowest amongst respectively. the investigated satisfaction components. Figure 2. Al Sila Hospital [SEHA] Inpatient Department Components than other components. On the other hand,
Figure 3. Al Sila Hospital [SEHA] Medical Staff Page 7 Figure 4. Al Sila Hospital [SEHA] Allied Health Professionals
Figure 6. 60% 60% 40% 40% 20% 20% 0% 78% 90% 87% 78% 80% 79% 93% 75% 75% 86% 92% 74% 74% 75% 87% 93% 86% 75% 80% 100% 94% Sila Hospital [SEHA] Mean Highest Rating Lowest Rating Sila Hospital [SEHA] Mean Highest Rating Lowest Rating 100% Al Sila Hospital [SEHA] Inpatient Care 94% Al Sila Hospital [SEHA] Discharge Process 79% Figure 5. Page 8 0% Timely & Smooth Discharge Process Instructions Provided Medication & Provision for Care at Home for Follow up Care Pain Management Medication
Figure 7. Al Sila Hospital [SEHA] - Tangibles Page 9
Figure 8. Al Sila Hospital [SEHA] Non Tangibles Page 10
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) 87% Specialized Medical Centre 87% Emirates International Al Noor (Al Ain) Al Tawam [SEHA] 83% Al Ain [SEHA] 83% Oasis 82% Ghayathy [SEHA] Madinat Zayed [SEHA] 83% Al Wagan [SEHA] 80% Al Mirfa [SEHA] 80% Al Rewaise 80% Delma [SEHA] 80% Sila [SEHA] 78% Paperwork Involved 83% 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 86% Al Rahba [SEHA] Tangibles Explanation of Test and Treatment Al Noor (Khalifa Street) Time Spent 87% Al Corniche [SEHA] Proper Communication 87% Lifeline Courteousness & Friendliness Hospital Al Samaya Specialized Medical Staff Region Abu Dhabi Facility Rating Hospitals: Outpatient Department Satisfaction Indicators Source: GRMC Advisory Services, 2011
1.4 Page 12 Al Sila Hospital [SEHA]: Outpatient Department Outpatient department components investigated registered under investigation are 86.8% and 75.6% respectively. higher levels of satisfaction when compared to Al Sila Amongst the various components investigated within Al Hospital s inpatient department. Al Sila hospitals overall Sila Hospital, Medical Staff (87%) followed by Tangibles outpatient satisfaction score equated to 78.0%, which is (84%) received comparatively higher satisfaction rating lower than the mean score registered in the patient than satisfaction survey campaign. Highest and lowest ratings component for overall healthcare facility achieved by any hospital outpatient department satisfaction components. Figure 10. Al Sila Hospital [SEHA] Outpatient Department Components other components. is ranked Conversely, lowest amongst Non tangibles the inspected
Figure 11. Al Sila Hospital [SEHA] Medical Staff Figure 12. Al Sila Hospital [SEHA] - Tangibles Page 13
Figure 13. Al Sila Hospital [SEHA] Non Tangibles Page 14
Page 15 2 Index of Figures Figure 1. Hospitals: Inpatient Department Satisfaction Indicators 5 Figure 2. Al Sila Hospital [SEHA] Inpatient Department Components 6 Figure 3. Al Sila Hospital [SEHA] Medical Staff 7 Figure 4. Al Sila Hospital [SEHA] Allied Health Professionals 7 Figure 5. Al Sila Hospital [SEHA] Discharge Process 8 Figure 6. Al Sila Hospital [SEHA] Inpatient Care 8 Figure 7. Al Sila Hospital [SEHA] - Tangibles 9 Figure 8. Al Sila Hospital [SEHA] Non Tangibles 10 Figure 9. Hospitals: Outpatient Department Satisfaction Indicators 11 Figure 10. Al Sila Hospital [SEHA] Outpatient Department Components 12 Figure 11. Al Sila Hospital [SEHA] Medical Staff 13 Figure 12. Al Sila Hospital [SEHA] - Tangibles 13 Figure 13. Al Sila Hospital [SEHA] Non Tangibles 14
Page 16 Post Box 32853 Office 707 The Atrium Centre Dubai. United Arab Emirates Tel.: +9714 355 39 55 Fax: +9714 355 50 33 Email: info@grmc-online.com Web: www.grmc-online.com GRMC 2011