Monday 12 March 2012
The latest patient satisfaction results released by the Department of Health record a steady improvement in the performance of Central Gippsland Health Service.

The latest patient satisfaction results released late in 2011 by the Department of Health record a steady improvement in the performance of Central Gippsland Health Service.

The patient satisfaction survey for the Sale and Maffra campuses of the Health Service showed that, from the patient perspective, services had improved compared to the previous survey.

The Health Service also recorded higher than average ratings in all areas when benchmarked with other hospitals in its category.

Central Gippsland Health Service Chief Executive Officer Dr Frank Evans said the patient satisfaction monitor was an important tool for the Board, management and staff.

“We are continuing to develop our services on the principle that the patient should be at the centre of care provision,” Dr Evans said. “The results of the patient satisfaction survey show that we are performing quite well and, just as importantly, it tells us about the areas in which we can improve.

“As part of our current planning and service implementation we are able to use these results and comments of our patients and work towards further improvement.”

The survey was undertaken from January until June this year. The survey report said: “Central Gippsland Health Service [Sale and Maffra Campuses] scored statistically significantly higher than the Category B average for all performance indices as well as the Consumer Participation Indicator.

“There were slight increases seen across many performance measures. Patients were very satisfied with most aspects of their stay at Central Gippsland Health Service, Sale and Maffra Campuses (and) the hospital is typically performing above the Category B average.”

The report added that the majority of patients reported that they were helped a great deal by their stay in hospital and felt that the length of time spent in hospital was about right.

“Especially high performance scores were obtained for the ‘Courtesy of nurses’, ‘Personal safety’, ‘Being treated with respect’, ‘Helpfulness of hospital staff in general’ and ‘Courtesy of doctors’ items. Scores for three of these items were also highly correlated with overall satisfaction, making them key drivers of satisfaction.”

The lowest scoring items – although still above average compared to similar hospitals – included written information about home management; the way staff involved patients in decisions; and explanation of medicines to take after discharge.  “Targeting quality improvement efforts toward these areas are likely to have the greatest impact on overall satisfaction,” the report said.

Dr Evans added those were areas that the Health Service would focus on, while continuing to seek ongoing improvements in all areas.