Queensland Hospitals get the tick of improved patient satisfaction

A State-wide survey has revealed across-the board improvements in patient satisfaction with Queensland public hospitals and health care services.

Health Minister Lawrence Springborg says the survey found three-in-four Queenslanders were satisfied with their most recent hospital contact – a five-point increase since November, 2013.

“And one in three patients say they are ‘very satisfied’,” Mr Springborg said.

“Satisfaction with Queensland Health is up on every measure. Since the Government created local hospital boards in 2012, we have reported improved performance in emergency departments (EDs) and on waiting lists.

“Now we see the results of improved performance reflected in greater patient satisfaction.”

The Health Minister said the TNS survey, commissioned by the Government in May, was the third to review patient satisfaction since 2012.

“Credit for these improvements belong to local hospital boards, clinicians and staff,” he said.

“This Government was elected to deliver better front-line health care after years of Labor chaos.

“We can still do better, but this survey shows changes implemented by local boards and local clinicians are having an effect.”

Mr Springborg said satisfaction with the performance of Queensland Hospitals increased among patients with greater exposure.

“Satisfaction was as high as 80 per cent among admitted patients who stayed overnight and 88 pc among those admitted who did not stay,” he said.

“In every category, the leading indicator of patient satisfaction was the courtesy, care and skill of QH staff.

“Satisfaction with waiting time, including in EDs, is up from 54 per cent to 59 pc - and on other measures; EG: ‘time to an appointment’ (excl. EDs) and ‘easy to get an appointment’ (excl. EDs); similar strong improvements in satisfaction are shown.” (52pc to 55pc and 55 to 60pc respectively)

“Outside of direct clinical activity, it is wonderful to see the greatest improvements in patient satisfaction relate to the way staff handle telephone inquiries.

“Satisfaction with time taken for phone contacts is up by 12 points and the ease of finding the correct contact is up by 13.

“I doubt there are many other areas in society where current trends in telephone service match those in Queensland Health.”

(ENDS) 7 July 2014

Media Contact: Cameron Thompson 0407-585230