Page 175 - Hospital Authority Convention 2017
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Masterclasses
                                                                                        Masterclasses



                M12.1     What Matters to Patients?                                13:15  Convention Hall C
                          Insight from Patient Experience and Satisfaction Survey
                          Programmes and Way Forward

               Patient Experience and Satisfaction Survey: What Have We Learnt from Patients?                      HOSPITAL AUTHORITY CONVENTION 2017
               Wong ELY, Lui SF, Yeoh EK
               Division of Health System, Policy and Management, The Jockey Club School of Public Health and Primary Care, The Chinese
               University of Hong Kong, Hong Kong
               Since 2010, three HA-wide Inpatient Satisfaction/Experience Survey have been conducted. The first two surveys (2010 and
               2013) have found a high score (out of 100) on level of confidence and trust in the healthcare professionals (90-94), patients
               being treated with respect and dignity (93-94), and a high overall rating (72-74) and over experience (80). The surveys have
               identified areas for improvement: (1) opportunity to talk to doctor; (2) staff introducing themselves; (3) patient’s involvement in
               decision about care/treatment; (4) staff discuss with/comfort patients when they have worries or fears; (5) providing adequate
               information on (i) care for oneself; (ii) medication side effects; (iii) danger signals to watch; (iv) care and recovery; and (v)
               contact information when they have worry.

               The latest inpatient survey conducted in 2015 (9,297 patients from 25 hospitals) reviewed similar finding. The overall patient
               experience score was 7.8 (out of 10), ranging from 7.5 to 8.2 among 25 hospitals. The scores were high for (1) confidence and
               trust in the doctors (9.3) and nurses (9.4); (2) providing clear and understandable answers to questions raised (8.8-9.0); (3)
               being respected and with dignity (9.5). The scores for some items were low: (1) information needed for care and recovery (4.6);
               (2) being told about the medication side effects (5.4); and (3) danger signs to watch out for (6.0).
               The trends over the past five years were:

               (1)  persistent good overall experience among patients;
               (2)  areas with improving experience:
                   (i)   information on condition, treatment, operation and procedure;
                   (ii)  next of kin’s opportunity to talk to doctor;
                   (iii)  staff discuss with/comfort patients when they have worries or fears
               (3)  areas for further improvement on information on leaving hospital:
                   (i)   medication side effect;
                   (i)   danger signals,
                   (i)   information on care and recovery for patient and carers.                                  Wednesday, 17 May











































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