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Hospital Experience Survey
BURNSIDE HOSPITAL TOPS THE STATE IN HOSPITAL EXPERIENCE SURVEY
The Medibank Private Member Experience Survey is Australia’s largest and most comprehensive survey of patient experiences in private hospitals. Burnside Hospital achieved the State Gold Award 2011 with a Member experience index of 79 – a score higher than the overall hospitals average index of 70. The Hospital also achieved the National Bronze Award 2011 again achieving higher than the average index scores of most other hospitals.
Between October 2009 and September 2010 Medibank Private, as part of its commitment to ensuring the quality and effectiveness of acute health care services provided by Australian Hospitals around Australia, undertook to survey its members’ satisfaction with their hospital care. The ‘Hospital Experience Survey’ reports on 148 private hospitals and the data is based on overnight hospital admissions. The data was reported to hospitals in August 2011.
Over the 12 month period, 464 questionnaires were mailed to patients that had been treated at Burnside War Memorial Hospital for one or more nights, with a response rate of 169 completed questionnaires or a rate of 36%.
The survey is based on patient responses to 52 separate indicators and the results compared with other hospitals within the same category (35 hospitals).
The following is a summary of the relative Strengths and Weaknesses of our Hospital as determined by survey participants, and are the areas where we achieved results significantly higher than the category average
Question / Indicator |
Burnside |
Category Avg |
Cleanliness of the room |
100% |
95% |
Helpfulness of admission staff |
99% |
94% |
Cleanliness of bathroom |
99% |
94% |
Clinical skills & knowledge of the Doctors and Specialists |
99% |
|
Clinical skills and knowledge of the nursing staff |
98% |
91% |
Caring and compassionate attitude of Nursing Staff |
98% |
93% |
Caring & compassionate attitude of Doctors |
98% |
|
Ease of understanding of what Doctors & Nurses are saying |
98% |
|
Explanation of nature of treatment |
98% |
|
Information on how to prepare for admission |
99% |
95% |
How well individual needs were responded to |
98% |
91% |
Privacy of room |
98% |
90% |
Wait for bed |
98% |
91% |
Consistency of information |
98% |
91% |
Respect for privacy during stay |
98% |
|
Satisfaction with private/shared accommodation |
97% |
91% |
Understanding of admission staff |
96% |
91% |
Availability of nursing staff during the day |
96% |
90% |
Amount of food each meal |
96% |
89% |
Quiet and restfulness of room |
96% |
83% |
Facilities for belongings-availability, security & ease of use |
96% |
88% |
Menu catered for special dietary requirements |
95% |
86% |
Would recommend hospital to family/friends |
95% |
88% |
Availability of nursing staff during the night |
94% |
85% |
Length of time nursing staff took to respond to call |
93% |
86% |
Quality of meals |
93% |
82% |
Explanation of your rights & responsibilities as a patient |
93% |
86% |
Explanation of hospital routines by admission staff |
91% |
79% |
Ease of identifying roles of different staff members |
88% |
75% |
Meals for partner or carer |
75% |
49% |
Access to food outside meal times |
74% |
55% |
Provided with information about how to make a formal complaint at hospital |
37% |
28% |
In addition to answering specific survey questions, members were asked to offer comments/suggestions for improvements with some of the responses as follows:
“No problem with hospital or care, would recommend hospital to anybody.”
“They were very informative, helpful with care. Staff were fabulous”
“I was perfectly happy with all aspects of my stay.”
“I don’t think I could have been treated better. Was very satisfied.”
“It was outstanding.”
“ My birthing experience at Burnside was awesome and to be honest I’m not sure how they could exceed. Staff was what made it most comfortable for me and everything else was of support to the overall experience.”
For further patient feedback
To view additional patient feedback, click on the following link;
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