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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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