An independent survey of patients admitted to Nepean Blue Mountains Local Health District hospitals shows 93 percent rated their overall experience with the highest ratings of ‘very good’ or ‘good’.
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Patients at Lithgow Hospital commended the facility on providing a quiet environment with 74 per cent stating noise did not wake them up during their admission, compared to 66 percent of patients in similar hospitals.
The Bureau of Health Information Adult Admitted Patient Survey, includes responses from over 900 patients who were admitted to Nepean Blue Mountains Local Health District (NBMLHD) hospitals in 2017.
The survey polls patients views and experiences on a wide range of clinical and non-clinical topics and how staff delivered care.
It stated 96 per cent of patients rated their doctors as ‘very good’ or ‘good’ and 84 per cent reported all hospital staff always treated them with ‘respect and dignity’.
A total of 74 per cent reported the care they received in hospital ‘definitely’ helped.
NBMLHD Chief Executive Kay Hyman said the survey reflected the district’s focus on putting patients at the centre of everything it did.
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“The survey data is one of the valuable tools we use to measure how we’re doing. I’m pleased the results show our staff are providing compassionate care while delivering world class clinical care,” Mrs Hyman said.
“Patients must always be at the heart of what we do and we are working hard to further improve our services.”
While 79 per cent of patients did not experience any delay in their discharge, those who did reported the most common cause was waiting to see a doctor and waiting for a letter they could take to their GP.
Since the survey in 2017, measures to help smooth the discharge process have been introduced or expanded, including:
- ‘Criteria led discharge’ where clinicians who are not doctors, for example nurses or occupational therapists, can discharge patients whose recovery is on track.
- Information sharing with patients GPs has improved with the increased use of electronic medical records.
At the districts busiest hospital, Nepean, 74 per cent of patients said they would ‘speak highly’ of their experience.
Despite the growing demand for services and the number of patients being seen at Nepean Hospital, 95 per cent of patients report staff were ‘always polite and courteous’ on their arrival which was higher than similar hospitals across the state.
Nepean Hospital is one of four hospitals across NSW in a $2 million pilot trial to improve the patient experience in the emergency department.
The six month trial, starting in November 2018, will include new, specially trained, staff dedicated to greeting and assisting patients and their loved ones when they arrive in the ED. Other measures in the trial include greater comforts in the waiting room, such as free WiFi, mobile phone charging stations, water and other refreshments.
At Blue Mountains District ANZAC Memorial Hospital 96 per cent of patients said staff in the emergency department were polite and courteous compared to 93 per cent of patients at similar hospitals in NSW.
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