Patient Satisfaction Survey – Al Mafraq Hospital

Patient Satisfaction Survey – Al Mafraq Hospital

Patient Satisfaction Survey – Al Mafraq Hospital
REPORT
Ref. No: HAAD/UAE/09/1244
Version: II
Prepared for: Health Authority – Abu Dhabi (HAAD)
Date: 6th June, 2011
Patient Satisfaction Survey – (Report)
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
Patient Satisfaction Survey – (Report)
Page III
Table of Contents
1
2
Al Mafraq Hospital...........................................................................................................................................................4
1.1
Overall Hospitals: Inpatient Department ..............................................................................................................................................5
1.2
Al Mafraq Hospital [SEHA]: Inpatient Department .............................................................................................................................6
1.3
Overall Hospitals: Outpatient Department ........................................................................................................................................11
1.4
Al Mafraq Hospital [SEHA]: Outpatient Department........................................................................................................................12
Index of Figures.............................................................................................................................................................15
Patient Satisfaction Survey – (Report)
Page 4
1 Al Mafraq 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 Al Mafraq 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 Al Mafraq
English
Hospital provided GRMC with a patient database. For
prepared in Arabic language so as to follow patient
improved accuracy, GRMC contacted patients whose most
respondents to participate in a better manner.
language
however
interviewer
scripts
were
recent experience of visiting Al Mafraq Hospital was not
longer than a fortnight ago. As such, Al Mafraq Hospital
Approximately 1,150 interviews were conducted of which
shared patient database every two weeks with GRMC.
806 forms were completed and validated.
Patient Satisfaction Survey – (Report)
1.1
Page 5
Overall Hospitals: Inpatient Department
Figure 1.
Overall Hospitals: Inpatient Department Satisfaction
Indicators
Overall 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
Overall Cleanliness
85.5%
Gulf Diagnostic Center
Convenience of
Visiting Time
4
Convenience of
Location
85.5%
Magrabi
Overall
17
Parking Facility
85.7%
Dar Al Shifa
Non tangibles
Visual Appeal
364
Food & Beverage
86.5%
Al Mafraq [SEHA]
Accomodation Facility
15
Overall
87.7%
Al Raha
Tangibles
Medication
20
Pain Management
88.3%
National
Overall
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]
Overall
358
Discharge
Time Spent
89.4%
SKMC [SEHA]
Proper Communication
50
Courteousness &
Friendliness
89.5%
Al Reef International
Overall
85
AHPs
Response Time
90.7%
Al Noor (Khalifa Street)
Proper Communication
91.1%
87
Courteousness &
Friendliness
Overall facility rating
96
NMC (Abu Dhabi)
Region
Hospital
Abu Dhabi Al Noor (Airport Road)
Overall
No. Of Beds
Medical staff
Source: GRMC Advisory Services, 2011
Patient Satisfaction Survey – (Report)
1.2
Page 6
Al Mafraq Hospital [SEHA]: Inpatient
Department
The overall satisfaction rating for the inpatient department
Amongst the various components investigated within Al
of Al Mafraq Hospital is recorded at 86%, which is above
Mafraq Hospital, Medical Staff (92%) followed by Inpatient
the mean rating of all the hospitals. Highest and lowest
Care (91%) received comparatively higher satisfaction
ratings for overall healthcare facility achieved by any
rating than other components. On the other hand, the Non
hospital
Tangibles component ranked the lowest amongst the
under
investigation
are
91%
and
75%
investigated satisfaction components.
respectively.
Figure 2.
Al Mafraq Hospital [SEHA] – Inpatient Department
Components
75%
91%
85%
63%
86%
88%
83%
82%
76%
93%
86%
L owest Rating
87%
93%
78%
75%
91%
H ighest Rating
89%
91%
83%
77%
87%
O verall Mean
93%
87%
85%
94%
78%
80%
91%
100%
92%
Al Mafraq H ospital [SEH A]
60%
40%
20%
0%
Me dica l S ta ff
A llie d He a lthcare
P rofe ssionals
D ischa rge P rocess
Inpa tie nt C a re
Ta ngible s
Non Ta ngible s
O v e ra ll R ating of
He a lthca re Fa cility
Patient Satisfaction Survey – (Report)
Figure 4.
Al Mafraq Hospital [SEHA] – Medical Staff
40%
40%
20%
20%
0%
0%
Response Time
Courteousness &
Friendliness
–
Allied
Proper
Communication
Health
75%
94%
87%
85%
94%
87%
85%
75%
80%
78%
75%
86%
100%
60%
Proper
Communication
[SEHA]
Al Mafraq Hospital [SEHA] Overall Mean Highest Rating Lowest Rating
60%
Courteousness &
Friendliness
Hospital
94%
94%
87%
79%
87%
94%
91%
93%
94%
91%
94%
77%
80%
Mafraq
Professionals
Al Mafraq Hospital [SEHA] Overall Mean Highest Rating Lowest Rating
100%
Al
87%
Figure 3.
Page 7
Time Spent
Patient Satisfaction Survey – (Report)
60%
60%
40%
40%
20%
20%
0%
94%
87%
78%
75%
80%
Highe st Ra ting Lowe st Ra ting
79%
93%
86%
87%
92%
87%
74%
75%
88%
93%
86%
86%
80%
100%
Ove ra ll Me a n
94%
Al Ma fra q Hospita l [SEHA]
Al Mafraq Hospital [SEHA] Overall Mean Highest Rating Lowest Rating
100%
Al Mafraq Hospital [SEHA] – Inpatient Care
88%
Figure 6.
90%
Al Mafraq Hospital [SEHA] – Discharge Process
94%
Figure 5.
Page 8
0%
Timely & Smooth
Discharge Process
Instructions Provided Medication & Provision
for Care at Home
for Follow up Care
Pain Management
Medication
Patient Satisfaction Survey – (Report)
Al Mafraq Hospital [SEHA] - Tangibles
59%
92%
82%
84%
77%
94%
73%
87%
Lowest Rating
87%
Highest Rating
93%
Overall Mean
89%
94%
77%
80%
87%
100%
87%
Al Mafraq Hospital [SEHA]
86%
Figure 7.
Page 9
60%
40%
20%
0%
Accomodation Facility
Food & Beverage
Visual Appeal
Parking Facility
Patient Satisfaction Survey – (Report)
Al Mafraq Hospital [SEHA] – Non Tangibles
78%
94%
85%
86%
75%
95%
86%
87%
93%
77%
67%
81%
91%
78%
79%
76%
Lowest Rating
84%
Highest Rating
93%
Overall Mean
87%
77%
94%
87%
89%
94%
76%
80%
85%
100%
85%
Al Mafraq Hospital [SEHA]
88%
Figure 8.
Page 10
60%
40%
20%
0%
Convenience of
Location
Convenience of
Visiting Time
Overall Cleanliness
Resolution of
Medical Problem
Paperwork at
Reception
Noise Level
Overall Rating of
Healthcare Facility
Patient Satisfaction Survey – (Report)
1.3
Page 11
Overall Hospitals: Outpatient Department
Figure 9.
Overall
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
85%
Al Noor (Al Ain)
85%
Al Tawam [SEHA]
83%
Al Ain [SEHA]
83%
Oasis
82%
Ghayathy [SEHA]
85%
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
Overall
Cleanliness
84%
CosmeSurge & Emirates
Convenience of
Location
85%
NMC (Abu Dhabi)
Overall
85%
Emirates French
Visual Appeal
85%
Al Raha
Non Tangibles
Clarity of
Healthcare
Facility Internal
Signs
85%
Dar Al Shifa
Comfort of
Waiting Area
85%
Magrabi
Parking Facility
85%
National
Facility &
Equipments
85%
SKMC [SEHA]
Overall
85%
Al Noor (Airport Road)
Explanation of
Medical Condition
86%
Al Rahba [SEHA]
Tangibles
Explanation of
Test and
Treatment
85%
Al Noor (Khalifa Street)
Time Spent
87%
Al Corniche [SEHA]
Proper
Communication
87%
Lifeline
Courteousness &
Friendliness
Hospital
Al Samaya Specialized
Medical Staff
Overall
Region
Abu Dhabi
Overall Facility Rating
Overall Hospitals: Outpatient Department Satisfaction Indicators
Source: GRMC Advisory Services, 2011
Patient Satisfaction Survey – (Report)
1.4
Page 12
Al Mafraq Hospital [SEHA]: Outpatient
Department
Outpatient department components investigated registered
lower levels of satisfaction when compared to Al Mafraq
inpatient
department.
Al
Mafraq
Hospital’s
overall outpatient satisfaction score equated to 83%, which
is the same as the mean score registered in the patient
satisfaction survey campaign. Highest and lowest ratings
for overall healthcare facility achieved by any hospital
87%
and
76%
respectively.
Mafraq Hospital, Medical Staff (90%) followed by Tangibles
(88%) received comparatively higher satisfaction rating
than other components. Conversely, the Non Tangibles
component
is
ranked
lowest
amongst
the
inspected
outpatient department satisfaction components.
87%
83%
83%
76%
80%
76%
85%
Ove ra ll Lo we st Ra ting
82%
81%
Ove ra ll Hig he st Ra ting
91%
Ove ra ll M e a n
86%
87%
92%
90%
90%
Components
Al M a fra q Ho sp ita l [SEHA]
100%
are
Al Mafraq Hospital [SEHA] – Outpatient Department
88%
Figure 10.
investigation
Amongst the various components investigated within Al
81%
Hospital’s
under
60%
40%
20%
0%
Medical S taff
Tangible s
Non Tangible s
O v e rall Rating of He althcare
Facility
Patient Satisfaction Survey – (Report)
Al Mafraq Hospital [SEHA] – Medical Staff
84%
92%
89%
87%
83%
91%
88%
87%
Ove ra ll Lo we st Ra ting
81%
92%
87%
Ove ra ll Highe st Ra ting
85%
87%
Ove ra ll M e a n
93%
91%
86%
93%
91%
100%
91%
Al M a fra q Ho spita l [SEHA]
91%
Figure 11.
Page 13
80%
60%
40%
20%
0%
Courteousness &
Friendliness
Explanation of Test and
Treatm ent
Explanation of Medical
Condition
81%
94%
88%
88%
84%
94%
89%
Overall Lowest Rating
90%
78%
92%
87%
Overall Highest Rating
87%
88%
Overall Mean
69%
80%
85%
80%
93%
88%
89%
Al Mafraq Hospital [SEHA]
100%
Tim e Spent
Al Mafraq Hospital [SEHA] - Tangibles
79%
Figure 12.
Proper Communication
60%
40%
20%
0%
Facility & Equipments
Parking Facility
Comfort of Waiting Area Clarity of Healthcare Facility
Internal Signs
Visual Appeal
Patient Satisfaction Survey – (Report)
Al Mafraq Hospital [SEHA] – Non Tangibles
76%
87%
83%
83%
82%
90%
71%
65%
75%
89%
Overall Lowest Rating
77%
69%
85%
94%
90%
Overall Highest Rating
91%
92%
88%
87%
89%
Overall Mean
73%
80%
85%
100%
86%
Al Mafraq Hospital [SEHA]
84%
Figure 13.
Page 14
60%
40%
20%
0%
Convenience of
Location
Overall Cleanliness
Privacy
Waiting Time
Paperwork Involved
Overall Rating of
Healthcare Facility
Patient Satisfaction Survey – (Report)
Page 15
2 Index of Figures
Figure 1.
Overall Hospitals: Inpatient Department Satisfaction Indicators
5
Figure 2.
Al Mafraq Hospital [SEHA] – Inpatient Department Components
6
Figure 3.
Al Mafraq Hospital [SEHA] – Medical Staff
7
Figure 4.
Al Mafraq Hospital [SEHA] – Allied Health Professionals
7
Figure 5.
Al Mafraq Hospital [SEHA] – Discharge Process
8
Figure 6.
Al Mafraq Hospital [SEHA] – Inpatient Care
8
Figure 7.
Al Mafraq Hospital [SEHA] - Tangibles
9
Figure 8.
Al Mafraq Hospital [SEHA] – Non Tangibles
10
Figure 9.
Overall Hospitals: Outpatient Department Satisfaction Indicators
11
Figure 10.
Al Mafraq Hospital [SEHA] – Outpatient Department Components
12
Figure 11.
Al Mafraq Hospital [SEHA] – Medical Staff
13
Figure 12.
Al Mafraq Hospital [SEHA] - Tangibles
13
Figure 13.
Al Mafraq Hospital [SEHA] – Non Tangibles
14
Patient Satisfaction Survey – (Report)
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