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Quality Branch > Performance Unit >

Patient Satisfaction Survey
Victorian Public Hospitals
September 1997

Executive Summary

Prepared for: Department of Human Services

Report Authors: Tony Quint, James Fergusson

Survey Conducted: July- September 1997

Fieldwork and Data Processing: NCS Australia

1. Introduction

2. Survey Method

3. Key Findings

3.1 Overview

3.2 Overall Satisfaction

3.3 Pre-admission and admission aspects

3.4 Hospital Personnel and Communication

3.5 Response to Calls.

3.6 Medication and Pain Relief

3.7 Tests

3.8 Surgery and Related

3.9 Assistance Provided to Patients

3.10 Living Conditions and Meals

3.11 Same Day Patient Issues

3.12 Discharge Issues

3.13 Evaluation of Hospital Experience

3.14 Complaints

3.15 Hospital Interpreters

4. Conclusions

5. Graphics Of Key Findings

Overall Satisfaction With Hospital: Overall Satisfaction with Hospital; Patients very Satisfied by Age; Patients very Satisfied by Hospital Category; Patient Type (Overnight / Sameday); By Gender; Public vs Private; Elective vs Emergency; By Country of Birth; Maternity vs Non Maternity; By Language; By Hospital Category & Hospital within Category

A1 Hospitals

B Hospitals

C Hospitals

D Hospitals

E Hospitals

Patient Perception Of Care Received

Recommend Hospital To Family & Friends

Recommend Hospital To Others By Hospital Group

Key Measures: Patient Rating Selected Hospital Attribute

Occasions Of Specific Events Occurring

Appendix 1

Tables Of Benchmark Data By Hospital Category And Hospital Within Category - 22 Key Measures

Table 1 Key Results - All Hospitals and A1 Category Hospitals

Table 2 Key Results - Benchmark Data A1 Category Hospitals

Table 3 Key Results - All Hospitals and A2 Category Hospitals

Table 4 Key Results - Benchmark Data A2 Category Hospitals

Table 5 Key Results - All Hospitals and B Category Hospitals

Table 6 Key Results - Benchmark Data B Category Hospitals

Table 7 Key Results - All Hospitals and C Category Hospitals

Table 8 Key Results - Benchmark Data C Category Hospitals

Table 9 Key Results - All Hospitals and D Category Hospitals

Table 10 Key Results - Benchmark Data D Category Hospitals

Table 11 Key Results - All Hospitals and E Category Hospitals

Table 12 Key Results - Benchmark Data E Category Hospitals

Appendix 2

Questionnaire

Note: The questionnaire will be available on this page shortly

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Executive Summary

Contents