Page 194 - HA Convention 2016 [Full Version]

HOSPITAL AUTHORITY CONVENTION 2016Masterclasses

Wednesday, 4 MayM15.1 What Matters? — Perspectives and Challenges for Better 14:30 Convention Hall C
Patient and Staff Experience

Insights from Hospital Authority’s Patient Satisfaction/Experience Surveys and the Current Worldwide
Movement to Enhance Patient’s Experience
Lui SF, Wong E
Division of Health System and Management, The Jockey Club School of Public Health and Primary Care, The Chinese University
of Hong Kong, Hong Kong
For a patient, a satisfactory outcome from the treatment that they have received is important, but the experience of the care
process is equally important. The Patient Satisfaction/Experience Surveys conducted for Hospital Authority’s Inpatient and
Specialist Outpatient services (2010, 2013, 2014) revealed interesting findings that have given important insights into what
matter to patients.
The three key findings were: (1) High score on confidence and trust with the care providers, treated with respect and dignity
and overall experience (80/100 of Inpatient survey 2013 and 7.7/10 of Specialist Outpatient services); (2) lower score on
“healthcare workers would discuss with/comfort patient when they had worries and fears about their illness or the treatment”;
(3) low score on “provision of important information for patient and family on discharge from hospital or when leaving
outpatient clinic (on drugs, danger signs, who to contact)”. The findings call for enhancement of “compassionate care” and
effective way to provide important information for patient and family.
Currently, there is a worldwide movement focusing on “what matters to you” rather than “what is the matter with you”. A
better patient experience would enhance cordial patient relations, leading to better staff’s experience. A win-win situation for
all.

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