Prince of Wales HospitalPatient Satisfaction Survey

Jul – Sep 2014

25.31%20.34%

57.94%

53.74%

9.48%

13.88%

1.33% 7.68%0.51% 1.23%

5.43% 3.13%

0%

20%

40%

60%

80%

100%

Information about admission Waiting time for admission

Very good Good Neutral Poor Very Poor N/A

(I) On Admission (Jul – Sep 2014)

(I) On Admission

 

Jul – Sep2014

(Mean Score)

Information about admission 1.12

Waiting time for admission 0.87

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

16.09% 19.57%

30.33%23.10%

14.24%

52.41%

66.44%

60.09%

61.48%

32.58%

21.57%

10.19%6.92%

9.07%

12.19%

4.82%1.33% 1.02%

0.77%

0.41%

1.02%0.46%

0.31%0.41%

0.41%

4.10% 2.00% 1.33%5.17%

40.16%

0%

20%

40%

60%

80%

100%

Food supply Linen supply Wardenvironmental

hygiene

Privacy protection Attention to yourspecial needs

Very good Good Neutral Poor Very Poor N/A

(II) Staying in Ward (Jul – Sep 2014)

(II) Staying in Ward

 

Jul – Sep2014

(Mean Score)

Food supply 0.81

Linen supply 1.05

Ward environmental hygiene 1.21

Privacy protection 1.12

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

1.00

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

28.59%35.25%

54.71%53.74%

9.68%6.45%

1.08%0.46%0.46%0.31%

5.48% 3.79%

0%

20%

40%

60%

80%

100%

Effectiveness of treatment Quality of nurinsg care

Very good Good Neutral Poor Very Poor N/A

(III) Clinical Service (Jul – Sep 2014)

(III) Clinical Service

 

Jul – Sep2014

(Mean Score)

Effectiveness of treatment 1.16

Quality of nursing care 1.28

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

32.02%25.46% 27.82% 23.77%

55.12%

52.82% 52.46%

45.18%

7.63%

10.66% 8.61%

11.58%

1.43%1.28% 0.97%

2.31%

0.46%0.31% 0.46%

0.36%

3.33%9.48%

9.68%

16.80%

0%

20%

40%

60%

80%

100%

Explanation onclinical condition and

treatment plan

Involvement indeciding treatment

plan

Explanation on use ofmedication

Channels forfeedback on hospital

service

Very good Good Neutral Poor Very Poor N/A

(IV) Explanation & Communication (Jul – Sep 2014)

(IV) Explanation & Communication

 

Jul – Sep2014

(Mean Score)

Explanation on clinical condition and treatment plan

1.21

Involvement in deciding treatment plan 1.13

Explanation on use of medication 1.18

Channels for feedback on hospital service 1.08

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

41.55% 40.73%

51.38% 52.15%

4.51% 3.33%1.13%0.92%

0.51% 0.51%0.92% 2.36%

0%

20%

40%

60%

80%

100%

Staff attitude Staff helpfulness

Very good Good Neutral Poor Very Poor N/A

(V) Staff Performance (Jul – Sep 2014)

(V) Staff Performance

 

Jul – Sep2014

(Mean Score)

Staff attitude 1.34

Staff helpfulness 1.35

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

26.69% 24.39%16.60%

51.18%48.57%

48.72%

8.04%7.74%

14.96%

1.13%0.77% 3.33%

0.20% 0.41% 0.56%

12.76% 18.14% 15.83%

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 (Jul – Sep 2014)

(VI) On Discharge

 

Jul – Sep2014

(Mean Score)

Information about discharge 1.18

Explanation on follow-up plan and post-discharge care

1.17

Waiting time for discharge 0.92

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

19.21% 21.31% 23.05%16.85% 16.14% 14.70%

61.01% 57.07%63.32%

54.46% 58.09%53.59%

9.12% 7.94%

7.63%

15.01%14.91%

12.19%

0.82%1.23%

0.36%3.53% 0.31%

0.82%

0.36%0.46%

0.26%0.92% 0.41%

0.36%

9.48% 11.99%5.38%

9.22% 10.14%18.34%

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 (Jul – Sep 2014)

(VII) Facilities / Ancillary Service

 

Jul – Sep2014

(Mean Score)

Signage and information counter 1.08

In-patient transportation 1.11

General hospital environment 1.15

Public toilet hygiene 0.91

Security 0.99

Payment process 1.00

2 1 0 -1 -2 N/A

Very Good

Good Neutral PoorVery Poor

N/A

0.31% 0.26% 0.36% 0.31% 2.25% 3.94%

12.09%

36.27%

24.54%

13.01%

6.66%

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 (Jul – Sep 2014)

(VIII) Overall Impression

 

Jul – Sep2014

(Mean Score)

Overall impression towards this hospital 8.18

1=worst, 10=best