Patient Satisfaction Survey (2008)

10 May 2009

1 Every year, the Ministry of Health would commission a private firm to carry out an annual Patient Satisfaction Survey to gauge the services of the public hospitals and polyclinics. The objectives are to assess the level of patient satisfaction, compare performance among the healthcare institutions, and to gather suggestions for future improvement. This is an exercise which we started since 2005.

2 The 2008 Survey has just been completed. A total of 9,327 patients were interviewed from September to December 2008.

3 Three in four (74%) patients rated the services as “good” or “excellent”. This is better than the 69% recorded in 2005.  However, this is a slight dip of 2%-points, as compared to 2007. This seems to correlate with a separate study on the national Customer Satisfaction Index of Singapore (CSISG) released by the Singapore Management University in April 2009 which noted a decline in overall customer satisfaction scores in many service sectors, from finance to healthcare.  The observation probably reflected the public mood at a time of economic recession.

SURVEY RESULTS

Overall Satisfaction level

4 In the MOH survey, 74% of the patients rated their overall satisfaction rating as “good” or “excellent.

CHART 1 – OVERALL SATISFACTION (HOSPITALS, NATIONAL SPECIALIST CENTRES AND POLYCLINICS)

Would you recommend?

5 Based on their experience, patients were asked if they would recommend the healthcare institutions to others.  73% of the patients said that they would “strongly recommend” or “likely to recommend”.

CHART 2 – WOULD YOU RECOMMEND?

(A) Restructured Hospitals

6 Among the hospitals, AH led the way with 83% of its patients expressing overall satisfaction, followed by KKH. 

CHART 3 – OVERALL SATISFACTION (2005 – 2008) 

7 There were variations in service levels as perceived by patients among the hospitals, and also between emergency departments (A&E) and wards.

8 Asked if the patients would recommend the hospital to other patients, their replies are summarized below

(B) Polyclinics

9 As for polyclinics, patient’s perception of the service level is tabulated in Table 3.  

* No data for Marine Parade polyclinic as it was under renovation during the period of survey.

10 Patients were similarly asked if they would recommend the polyclinic to other patients:

* No data for Marine Parade polyclinic as it was under renovation during the period of survey.

Patients fed back that there was notable improvement in care coordination between different departments at the polyclinics with satisfaction ratings of 80%.  Patients were satisfied with the knowledge, skills, care and concern shown by healthcare professionals, and the smooth transfer of information across departments, as well as clear signages and notices for directions.  But long waiting time to see the doctor and collecting medicine remains a source of dissatisfaction.

The annual Patient Satisfaction Survey serves to encourage hospitals, national specialist centres and polyclinics to constantly improve on their services and address the key concerns of patients.

MINISTRY OF HEALTH

10 May 2009