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PATIENT SATISFACTION
Muskoka Algonquin Healthcare (MAHC) is an active participant in the Ontario Hospital Association’s (OHA) Patient Satisfaction Survey process for both Acute Inpatients and Emergency Department Care, with a goal to evaluate hospital care and services and to report to our partners and communities on how our health care system is functioning.
Through the patient satisfaction surveys, we receive information that helps us identify where we are doing well as well as highlighting where there are opportunities to improve our care and services.
The OHA’s surveying partner National Research Corporation (NCR) NRC Picker co-ordinates the patient satisfaction survey process for all participating hospitals. MAHC provides a listing of patients discharged to NRC Picker, and they randomly select patients to receive the survey on a monthly basis, April through September of each year. The survey is mailed directly to patients by NRC Picker and completed surveys are returned by mail to NRC.
Completion of the survey is voluntary and all responses are kept confidential. NRC Picker analyzes the results of the returned surveys on our behalf and provides us with reports, which we review to assist in identifying where we are doing well and to highlight where we may have opportunities to improve the care and services we provide.
We appreciate the feedback that is provided to us through this survey process. We encourage all patients and family members who are selected to complete the survey and to express your opinions. We thank you for your time and participation in this very important quality improvement initiative.
The Survey Instrument
The survey is designed to measure what matters most to patients and provide data that can be used for targeted improvement by front-line staff.
The survey provides information about:
¡ What do our patients want?
¡ What do our patients value?
¡ What helps or hinders their ability to manage their health problems?
¡ What aspects of care are most important to them and their families?
The survey measures the following dimensions of patient-centered care:
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Acute Care |
Emergency Care |
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1. Access |
1. Access and Coordination |
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2. Continuity & Transition |
2. Continuity and Transition |
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3. Coordination of Care |
3. Emotional Support |
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4. Emotional Support |
4. Information and Education |
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5. Information & Education |
5. Physical Comfort |
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6. Involvement of Family |
6. Respect for Patient Preferences |
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7. Physical Comfort |
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8. Respect for Patient Preferences |
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THE LATEST RESULTS: April - June 2009
The April to June 2009 results has shown that our hospital has beaten the
Acute Care MAHC ONT AV All Dimensions combined 78.1 73.9 1. Access 86.3 82.4 2. Continuity & Transition 68.5 66.0 3. Coordination of Care 76.1 74.8 4. Emotional Support 75.4 68.5 5. Information & Education 78.3 74.6 6. Involvement of Family 72.0 70.4 7. Physical Comfort 86.8 78.9 8. Respect for Patient Preferences 82.9 79.6
Emergency Care: Overall satisfaction of 89.9% & all dimension of care-combined at 74.7%. Both results are above the Ontario Community Hospital average scores at 84.2% and 67% respectively.
Emergency Care MAHC ONT AV All Dimensions combined 74.7 67.0 1. Access and Coordination 76.9 66.4 2. Continuity and Transition 69.8 64.0 3. Emotional Support 71.8 63.5 4. Information and Education 70.2 63.3 5. Physical Comfort 67.4 62.4 6. Respect for Patient Preferences 83.6 77.5
To view the complete report for the above time period or any other, click on the links below. As well, visit the lastest 'Quality Matters' report to view a trending report regarding patient satisfaction at MAHC.
Acute Inpatient Care Emergency Department Care
Tell Us Your Views
Your opinions and views are very important in helping to shape our programs and services. If you have any compliments or concerns during your experience with us, please discuss them with your healthcare provider or the department manager.