Page 29 - Hospital Authority Convention 2017

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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