Hospital survey shows growing satisfaction

A survey of out-patients at the
Cayman Islands Hospital has shown that an increasing number say they are
satisfied with the treatment they have received there.

According to results for 2010, 85
per cent of 185 out-patients surveyed said they agreed or strongly agreed that
they found the service from staff at the hospital caring and helpful. Nine per
cent strongly disagreed.

This compares to 59 per cent of 100
patients who agreed or strongly agreed in 2009 that the service was helpful,
when 19 per cent strongly disagreed.

“Our patient satisfaction rate
compares favourably to similar or larger hospitals in the region or even in
more developed countries. However, we take no comfort in this fact and we continually
strive to have all patients access care at all our facilities rate the quality
of our care and the level of service as excellent,” chairman of the Health
Services Authority board, Canover Watson, said at a recent press conference.

One of the objectives set out in a
new five-year plan announced by the Health Services Authority last month was to
have at least 90 per cent of the population rate the authority as satisfactory
or better for high-quality health care by 2015.

Overall, 47 per cent of those who
took part in this year’s survey said they were extremely satisfied and 21 per
cent were satisfied, while 12 per cent were extremely dissatisfied and 7 per
cent were dissatisfied by their or their relatives’ visit. In 2009, a quarter
said they were extremely satisfied, 12 per cent were satisfied, 24 per cent
were extremely dissatisfied and 12 per cent were dissatisfied.

The survey results showed, however,
that 62 per cent of out-patients surveyed felt there could be some improvement
in areas of service. Last year, 65 per cent said there could be improvements.

Andria Dilbert, director of
corporate services at the Health Services Authority, said the satisfaction
rates were “calculated based on surveys of randomly selected patients who come
to the hospital”.

The patients filled out survey
forms in the hospital’s waiting areas or were interviewed by survey takers, Ms
Dilbert said.

The survey showed that the
satisfaction rate of patients with the hospital’s appointment system had
increased from 58 per cent in 2010 from 32 per cent in 2009.

The Health Services Authority also
revealed that the hospital’s error rate was 0.24 per cent of 5,250 patients.

“Our error rate last year was 0.24
per cent of all hospital admissions, which is well below the international
rate  of 3.7 per cent,” said Lizzette
Yearwood, chief executive officer of the Health Services Authority.

The error rate was calculated using
the definition of any “untoward, undesirable and usually unanticipated event
caused by medical management”, she said.

The Health Services Authority
announced last month that it was in the black for the first time in its
existence and had made a profit of $2.3 million.