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Hospital Experience Survey
Between October 2008 and September 2009 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 144 private hospitals and the data is based on overnight hospital admissions. The data was reported to hospitals in July 2010.
Over the 12 month period, 428 questionnaires were mailed to patients that had been treated at Burnside War Memorial Hospital with a response rate of 147 completed questionnaires or a rate of 34%.
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 |
Clinical skills & knowledge of the Doctors and Specialists |
100% |
96% |
Explanation of the nature of treatment |
99% |
94% |
Caring and compassionate attitude of Doctors |
99% |
95% |
Cleanliness of the room |
99% |
94% |
Cleanliness of bathroom |
99% |
94% |
Ease of understanding of what Doctors & Nurses are saying |
99% |
93% |
Explanation of nature of treatment |
99% |
94% |
Information on how to prepare for admission |
99% |
95% |
Adequacy of pain relief |
99% |
93% |
Privacy of room |
98% |
90% |
Clinical skills and knowledge of the nursing staff |
98% |
92% |
Consistency of information |
98% |
90% |
Enough time spent discussing treatment while in hospital |
97% |
90% |
Would recommend hospital to family/friends |
96% |
89% |
Satisfaction with private/shared accommodation |
96% |
90% |
Consistency of information provided you by hospital staff |
96% |
89% |
Menu catered for special dietary requirements |
95% |
86% |
The things you should and shouldn’t bring |
94% |
87% |
Quality of meals |
94% |
83% |
Length of time nursing staff took to respond to call |
93% |
85% |
Sufficient notice about your date and time of discharge |
93% |
85% |
How well possible side effects of medicines or tests were explained |
92% |
84% |
Availability of nursing staff during the night |
92% |
85% |
Quiet and restfulness of room |
91% |
82% |
Explanation of hospital routines by admission staff |
90% |
79% |
Other instruction to follow |
87% |
74% |
Meals for partner or carer |
85% |
52% |
Information flow between the hospital and your doctor(s) |
77% |
67% |
Access to food outside meal times |
71% |
56% |
Provided with information about how to make a formal complaint at hospital |
38% |
29% |
In addition to answering specific survey questions, members were asked to offer comments/suggestions for improvements with some of the responses as follows:
“The hospital was brilliant, I had an overnight stay for a sleep study & just flew in from Canberra without opportunity to have an evening meal & the staff organised this – My local public hospital in regional SA would never have done this!”
“Burnside provided excellent service could not have needed more.”
“Care & service was excellent. No particular improvements that I can think of.”
“I can’t really suggest any improvements-have worked in both public & private hospitals I was really impressed with the standard of care & facilities.”
“My wife spent 6 days in the same hospital & we have total confidence in recommending the Burnside War Memorial Hospital to everyone.”
“It was perfect.”
For further patient feedback
To view additional patient feedback, click on the following link;
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