Prince of Wales HospitalPatient Satisfaction Survey

January – March 2014

(I) On Admission (Jan – Mar 2014)

(I) On Admission

 

Jan – Mar2014

(Mean Score)

Information about admission 1.14

Waiting time for admission 0.97

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

(II) Staying in Ward (Jan – Mar 2014)

(II) Staying in Ward

 

Jan – Mar2014

(Mean Score)

Food supply 0.90

Linen supply 1.13

Ward environmental hygiene 1.31

Privacy protection 1.20

Attention to your special needs, e.g. interpretation service or religion-related arrangements

1.04

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

(III) Clinical Service (Jan – Mar 2014)

(III) Clinical Service

 

Jan – Mar2014

(Mean Score)

Effectiveness of treatment 1.30

Quality of nursing care 1.38

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

(IV) Explanation & Communication (Jan – Mar 2014)

(IV) Explanation & Communication

 

Jan – Mar2014

(Mean Score)

Explanation on clinical condition and treatment plan

1.33

Involvement in deciding treatment plan 1.22

Explanation on use of medication 1.30

Channels for feedback on hospital service 1.19

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

53.09% 52.06%

39.42% 40.16%

5.38% 4.92%0.46%0.57%

0.40% 0.40%1.26% 1.89%

0%

20%

40%

60%

80%

100%

Staff attitude Staff helpfulness

Very good Good Neutral Poor Very Poor N/A

(V) Staff Performance (Jan – Mar 2014)

(V) Staff Performance

 

Jan – Mar2014

(Mean Score)

Staff attitude 1.46

Staff helpfulness 1.46

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

29.58% 33.87%24.71%

55.21% 47.71%

49.83%

6.64%6.81%

12.53%

0.17% 0.17% 1.89%

0.17% 0.40% 0.46%

8.24% 11.04% 10.58%

0%

20%

40%

60%

80%

100%

Information about discharge Explanation on follow-upplan and post-discharge care

Waiting time for discharge

Very good Good Neutral Poor Very Poor N/A

(VI) On Discharge (Jan – Mar 2014)

(VI) On Discharge

 

Jan – Mar2014

(Mean Score)

Information about discharge 1.24

Explanation on follow-up plan and post-discharge care

1.29

Waiting time for discharge 1.08

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

26.66% 26.49% 29.41% 24.89% 24.14% 24.37%

54.75% 53.43%55.89%

49.08% 52.29% 50.23%

10.93% 9.32%8.70%

15.50% 13.16% 13.27%

0.63%1.09%

0.40% 2.75%0.57% 0.92%

0.06%0.17%

0.06%0.57%

0.06% 0.17%

6.98% 9.50%5.55%

7.21% 9.78% 11.04%

0%

20%

40%

60%

80%

100%

Signage andinformation

counter

In-patienttransportation

Generalhospital

environment

Public toilethygiene

Security Paymentprocess

Very good Good Neutral Poor Very Poor N/A

(VII) Facilities / Ancillary Service (Jan – Mar 2014)

(VII) Facilities / Ancillary Service

 

Jan – Mar2014

(Mean Score)

Signage and information counter 1.15

In-patient transportation 1.16

General hospital environment 1.21

Public toilet hygiene 1.02

Security 1.11

Payment process 1.10

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

0.34% 0.17% 0.51% 0.69% 2.40% 3.72%

9.61%

33.87%

27.12%

14.76%

6.81%

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8 9 10 N/A

Overall impression (1=worst, 10=best)

(VIII) Overall Impression (Jan – Mar 2014)

(VIII) Overall Impression

 

Jan – Mar2014

(Mean Score)

Overall impression towards this hospital 8.25

1=worst, 10=best