Survey says hospital doing a better job with sick
(CNS): The results of a recent survey of people using the services and facilities of the Health Services Authority including the Cayman Islands Hospital shows people believe things are going well with 78 per cent rating the HSA facilities as Excellent or Good. However, those surveyed said that the accident and emergency needed some improvement as 17% said they had a poor experience at A&E. The research, called the Cayman Health Facilities Usage and Attitudes survey, was carried out by Tower Marketing and was commissioned by the Health Services Authority to gauge public opinion on the its facilities and performance since a similar survey was carried out in 2010.
This latest research, which was conducted between 16 and 23 September 2011 with 500 respondents called at random, found that while inpatient satisfaction was on the rise, from a 30 percent Excellent rating in 2010 to 44 percent in 2011, 66 percent of respondents rated the HSA outpatient facilities as Excellent or Good, a drop compared to 77 percent in 2010.
Lizzette Yearwood, Chief Executive Officer of the HSA said that the annual survey underscored the importance the HSA places on achieving a high level of patient satisfaction and that the survey provided an important reference point for the Authority and its future planning focus.
“While the survey shows that the level of confidence in the HSA remains relatively constant at 80 percent, those patients who have used the HSA over the past 12 months are 3 percent more confident that they will receive good service than those who have not, which I think is an important statistic,” she said. “It shows that patients who use the HSA realize that we do provide an extremely good level of service and it also shows that we still have some work to do to ensure that the general public has a more positive perception of our facilities and services.”
The survey also found that respondents highlighted the need to provide more or faster assistance at A&E as the most important way to improve the service at the Cayman Islands Hospital. While a total of 17 percent of respondents rated their A&E experience as Excellent, 17 percent rated their experience as Poor. This was in comparison to the General Practice experience, which received an 18 percent Excellent rating and a Poor rating of just 7 percent.
“A&E is the primary entry point for many patients (41 percent), which is why improvements here have the potential to affect the experience of the greatest number of patients,” Yearwood said “We recognize that there are areas of service which need our particular focus for improvement and the survey has helped to pinpoint these areas. We are now looking at a variety of ways to reduce waiting times at A&E, one example that is being investigated is the establishment of an urgent care clinic.”
Yearwood said she was encouraging to see 72 percent of respondents strongly agreed with the statement that the public had a responsibility to support and use the HSA services properly. 69 percent also agreed that HSA staff and physicians treated patients in a courteous and friendly manner respecting the patient’s individual culture and beliefs. The survey found that while 37 percent of the respondents strongly agreed that they should not have to pay for services at the HSA, 31 percent strongly disagreed with this statement and 12 percent somewhat disagreed.
One of the HSA’s strategic objectives is to achieve a rating of satisfactory or better by 90 percent of the population by 2015.
“Our hard-working staff all go to tremendous lengths to provide the highest quality of healthcare in the Cayman Islands. We believe that this research will help us all to identify how to achieve our goals most efficiently and it will assist us in tracking our progress towards it,” Yearwood added.
The comments posted do not necessarily reflect the views of CNS or any individual staff member. All comments are posted subject to approval by CNS. Read more
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