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PATIENT SATISFACTION QUESTIONNAIRE

PATIENT SATISFACTION QUESTIONNAIRE. Tanya Ekomiak and Erin Noseworthy our Administrative Interns for their diligence and creativity in developing the survey and reports FedNor for providing the funding to hire the Administrative Assistants

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PATIENT SATISFACTION QUESTIONNAIRE

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  1. PATIENT SATISFACTIONQUESTIONNAIRE

  2. Tanya Ekomiak and Erin Noseworthy our Administrative Interns for their diligence and creativity in developing the survey and reports • FedNor for providing the funding to hire the Administrative Assistants • Pierre Ozolins for his assistance in developing the questionnaire and guidance during the process • The patients that agreed to participate in the survey 

  3. Background Data • Summary of Demographics • Quality of Care Section • Procedures Section • Cleanliness/Dietary/Accessibility/Fees Section • Overall Satisfaction with Quality of Service Section • Compliments and Concerns

  4. Patients selected from 2009/2010 HIS • Removed duplicates & patients with missing data • Final data set (n) = 9,880 • Sample = 2,718 • 1,000 or 37% patients agreed to participate • Erin Noseworthy completed initial calls in 2010 • Tanya Ekomiak completed follow-up calls in 2011

  5. Of the 1,000 participants 42% were male & 58% were female • Participants were divided into 9 different age groups: N/A, 81-100, 71-80, 61-70, 51-60, 41-50, 31-40, 21-30, & 0-20 years of age • The 61-70 cohort, with 268 participants, had the highest participation rate • The distribution of responses by age group is fairly consistent with Elliot Lake’s demographics, 74% of the participants were over 50

  6. Age Characteristics of SJGHEL Age Characteristics of Elliot Lake

  7. Department Most Recently Visited by Gender • Emergency had 420 visits, 62% female – 38% male • Specialists had 127 visits, 52% female – 48% male • Day Surgery had 125 visits, 59% female – 41% male

  8. Department Most Recently Visited by Age Group • The 61-70 cohort were our most frequent visitors at 268 visits • Emergency Department: 90 of 420 visits - 21% of total • Specialists’ Clinic: 40 of 127 visits - 31% of total • Day Surgery: 37 of 125 visits - 30% of total • Surgeon’s Clinic: 36 of 78 visits - 46% of total • X-Ray: 24 of 69 visits - 35% of total • The 71-80 age group, with 242 visits, was the group with the 2nd highest number of visits • Physiotherapy: 2 or 4 visits - 50% of total • Laboratory: 22 of 67 visits - 33% of total • 3rd Floor: 17 of 45 admissions - 38% of total • Dietary Counseling: 3 of 3 visits - 100% of total • 1st Floor: 4 of 6 admissions - 67% of total • The 21-30 years of age patients accounted for 3 of 7 Obstetric admissions - 43% of total

  9. The 51-60 year old patients represented 50% of the Chemotherapy patients surveyed with 3 of the 6 patients • The following departments had visits from the following cohorts: • Speech Therapy: 1 visit each from 0-20 & 71-80 cohorts - 100% of total • ICU: 8 of 26 admissions each from 61-70 & 71-80 cohorts - 62% of total • Diabetes Outreach Clinic: evenly distributed 4 visits from the 51-60 cohort & 5 visits each from the 61-70 & 71-80 age groups - 93% of total

  10. The overall score of 91.7% implies that SJGHEL excelled in providing quality of care

  11. WHERE WE EXCEL IN QUALITY OF CARE: • Other health care professionals (x-ray/lab technicians, dietitians, chiropodist, physiotherapists, etc) excelled in treating patients with dignity and respect (97%) • SJGHEL exceeded in respecting patient privacy (96.9%) • Admitting staff were courteous and excelled in treating patients with dignity and respect (96.5%) • Doctors excelled in treating patients with dignity and respect (95.9%) • Nurses excelled in treating patients with dignity and respect (95.8%) • Pastoral Care exceeded meeting the needs of patients (92.5%) • The hospital excelled in addressing patient concerns and in providing answers to their questions (90.3%) • Admitting Department excelled in caring for patients promptly (90.2%) AREAS FOR IMPROVEMENT: • Shorten the wait-time to see a doctor (78.1%) • Provide better information on Pastoral Care services that we provide (76.6%)

  12. PERCENTAGE POSITIVE SCORE BY GENDER: Male: • Their 97.6% score indicates that SJGHEL excelled in respecting their privacy • Their 77.3% score demonstrates that the hospital needs to improve on the wait time to see a doctor Female: • Their 96.7% score indicates that other health care professionals excelled in treating them with dignity and respect • Their 74.4% score suggests that the hospital can improve on the information we provide to patients about the pastoral/spiritual care services offered

  13. PERCENTAGE POSITIVE SCORE BY AGE GROUP: • The 61-70 year old patients had a score of 94.1% which implies that SJGHEL excelled in providing them quality of care • However, the 21-30 age group were less satisfied with the quality of care they received with a score of 83.5% which is good, “but” since many of these respondents commented on their experience related to their children we need do more research to see what we can do to address their concerns

  14. The overall score of 84.5% exemplifies respondents’ satisfaction with the procedures that they received

  15. OVERVIEW OF RESPONSES TO QUESTION 8: • Question 8, “I had pain while in the hospital”, is a true/false question; thus, a positive score percentage is not suitable for the responses. • In total, 50.7% reported having pain; 51.4% of males reported pain and 50.2% of females had pain • Males believe the hospital staff excelled in controlling their pain (90.6%) • Females were less satisfied with their pain management (81.8%) • Therefore, a notable area of improvement lies in increasing satisfaction among female patients in regards to pain management

  16. The 61-70 age group reported having pain most frequently, males with 24.9% and females with 24.3% • AREAS FOR IMPROVING PAIN MANAGEMENT: • Location of parking in relation to the main entrance (painful to walk) • Increase availability to Physiotherapy (Knee and Hip Replacements) • Improve access to Emergency Department & Physicians at night • Reduce wait times in Emergency & other departments

  17. PERCENTAGE POSITIVE SCORE BY GENDER: • Females’ highest score of 84.6% indicates their level of contentment about being informed of any risks associated with their procedures • Males’ lowest score of 81.1% demonstrates less satisfaction with being informed of when they could expect results back

  18. PERCENTAGE POSITIVE SCORE BY AGE GROUP: • The 61-70 cohort had a score of 88.7% which illustrates their satisfaction with their procedures or tests • In contrast, the 31-40 age group was less satisfied at 76.8%; further research is required to determine the underlying issues

  19. The overall score of 87.2% shows that respondents are satisfied with these areas

  20. WHERE WE EXCEL IN CLEANLINESS/DIETARY/ACCESSIBLITIY/ FEES: • Providing a clean hospital (96.3%) AREAS FOR IMPROVEMENT: • Serving enjoyable food (79.1%) • Parking facilities that enable patients to access the hospital without undue effort (78.8%)

  21. PERCENTAGE POSITIVE SCORE BY GENDER: Male: • Their 95.9% score signifies that SJGHEL excelled in cleanliness • Their 77.1% score demonstrates that the food served to them needs to be improved Female: • Their 96.6% score reaffirms that SJGHEL excelled in cleanliness • Their 78.7% score indicates that the parking facilities need to be improved

  22. PERCENTAGE POSITIVE SCORE BY AGE GROUP: • Respondents between the ages of 81-100 had the highest score in this part of the survey at 89.9% • The 41-50 year olds were the least satisfied at 81.1%

  23. The overall score of 92.5% verifies that SJGHEL excelled in providing overall satisfaction to their patients in regards to the quality of service that they received

  24. WHERE WE EXCEL IN OVERALL SATISFACTION WITH THE QUALITY OF SERVICE: • Patients would speak positively of SJGHEL to family and friends (94.2%); more male respondents (94.9%) than females (93.6%) • Patients were pleased with the service they received from SJGHEL (93.4%); more male respondents (94.2%) than females (92.8%) • Addressing male patients’ health care issue to their satisfaction (91.2%) The top five cohorts to visit the hospital represent the majority of our market and were very satisfied with the services we provide: • A score of 94.9% for patients 61-70 years of age • A score of 94.1% for patients 51-60 years of age • A score of 93.6% for patients 71-80 years of age • A score of 90.9% for patients 41-50 years of age • A score of 90.7% for patients 81-100 years of age

  25. PERCENTAGE POSITIVE SCORE BY GENDER: • For each statement, it is evident that males are slightly more satisfied than their female counterparts • Males’ satisfaction score of 94.9%, and females’ scoring at 93.6%, indicates that both genders would speak positively of SJGHEL to family and friends • Males’ score of 91.2% reveals that the hospital excelled in addressing their health care issue to their satisfaction • While females were slightly less satisfied in addressing their health care issue with a score of 89.0%

  26. PERCENTAGE POSITIVE SCORE BY AGE GROUP: • Respondents 61-70 years of age have a score of 94.9% which implies that SJGHEL excelled in providing them with an overall satisfaction with the quality of service • The 21-30 year olds display less satisfaction with a score of 87.2%

  27. Respondents provided a total of 1,326 compliments and concerns regarding their most recent hospital visit. The following table demonstrates the total number of compliments and concerns along with percentages. More concerns were expressed by respondents with a total of 918, or 69.2%

  28. Every patient who responded to the survey was asked if they “would like to share any further comments in regards to any exceptional staff or services that were provided to them during their most recent visit?” For analysis purposes, their responses were later categorized into themes. Our top compliments include providing patients with what they acknowledge as a great hospital (16.7%), providing good service (11.5%), and treating patients well (10.3%)

  29. Every patient who responded to the survey was asked to “check any concerns that they may have in regards to their most recent visit” along with any other concerns they would like to express. The following statements were provided to every respondent: They were then asked if they had any additional concerns they would like to express. For analysis purposes, their responses were later categorized into themes. Our area for improvement is the location of parking in relation to the main entrance to the hospital which has 260 concerns, or 28.3%. Additionally, there is a total of 11.7% of further concerns regarding the parking facilities which equals a total of 40% of the concerns pertaining to the parking

  30. St. Joseph’s General Hospital Elliot Lake commissioned the SJGHEL Patient Satisfaction Questionnaire to provide patients the opportunity to give their view on the services we provide. This important information about organization strengths and areas of improvement help us to take action and drive quality improvement within the organization so that we may better serve the community of Elliot Lake and surrounding catchment area. Mike Hukezalie, the CEO of SJGHEL, arranged for the survey to be completed. Tanya Ekomiak and Erin Noseworthy, the administrative interns at St. Joseph’s General Hospital Elliot Lake, conducted the surveys through telephone interviews. Tanya Ekomiak assembled the results and wrote the final report. Contact information: St. Joseph’s General Hospital, Elliot Lake 70 Spine Road Elliot Lake, Ontario P5A 1X2 Phone: (705) 848-7181 or (705) 848-7182 Mike Hukezalie: ext. 2420 Tanya Ekomiak: ext. 2255

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