PRINCE MSHIYENI MEMORIAL HOSPITAL
CLIENT SATISFACTION SURVEY REPORT FOR 2005
Captured, Analysed & compiled by Thoko Magubane Facility Information Officer & Communication Officer Mbuso
Mshentshelwa.
TABLE OF CONTENT PAGE NUMBERS
DESCRIPTION TABLE GRAPH
1. Title Page 2. Content Page 1 3. Introduction 2 4. Access 3 5. Communication 4 6. Courtesy 5 7. Cleanliness 6 8. Respect of Patient’s
Right 7
9. Safety 8 10. General 9 11. Waiting Time 10 12. Client’s Comments 11/12 13 Recommendations 13 1.
INTRODUCTION
A SURVEY WAS CONVEYED AT PRINCE MSHIYENI MEMORIAL HOSPITAL IN 2005
200 PATIENTS WERE SURVEYED
100 IN – PATIENTS
AND
100 OUT - PATIENTS
2
ACCESS
1. Is the bus/ taxi stop close to the hospital? 2. Were signs to OPD clear? 3. Were signs to the Wards clear 4. Was it easy to find the disabled parking bay /wheel chair ramp? ACCESS YES UNSURE NO N/A Question 1 86% 2% 11% 1% Question 2 77% 11% 9% 4% Question 3 83% 4% 6% 8% Question 4 39% 21% 16% 24%
0%10%20%30%40%50%60%70%80%90%
YES UNSURE NO N/A
Question 1Question 2Question 3Question 4
3.
COMMUNICATION
1. Did the staff who attended to you wear identification badges
1.1. Security Personnel 1.2. Clerks 1.3. Nurses 1.4. Doctors 1.5. Pharmacy Personnel 1.6. Other COMMUNICATION YES UNSURE NO N/A Question 1.1. 98% 13% 17% 22% Question 1.2 46% 13% 32% 10% Question 1.3. 76% 5% 11% 8% Question 1.4. 51% 10% 27% 13% Question 1.5. 33% 18% 27% 23% Question 1.6. 33% 12% 8% 48%
0%
20%
40%
60%
80%
100%
YES UNSURE NO N/A
Question 1.1.Question 1.2Question 1.3.Question 1.4.Question 1.5.Question 1.6.
1. Were you able to communicate with staff in your language? 2. Where necessary were interpreter services arranged? 3. During your treatment were the procedures explained to you? 5. The question and queries you made, were they dealt with satisfactorily
COMMUNICATION YES UNSURE NO N/A Question 2 91% 2% 6% 3% Question 3 69% 9% 8% 15% Question 4 87% 4% 6% 5% Question 5 71% 9% 7% 15%
0
20
40
60
80
100
YES UNSURE NO N/A
Question 2Question 3Question 4Question 5
4.
COURTESY 1. Were you treated politely by the following staff categories
1.1. Security Personnel? 1.2. Clerks 1.3. Nurses 1.4. Doctors 1.5. Pharmacy Staff 1.6. Other
COURTESY YES UNSURE NO N/A Question 1.1. 49% 8% 4% 41% Question 1.2. 64% 8% 17% 12% Question 1.3. 88% 2% 3% 8% Question 1.4. 86% 3% 3% 9% Question 1.5. 58% 7% 9% 27% Question 1.6. 47% 11% 3% 41%
0%10%20%30%40%50%60%70%80%90%
YES UNSURE NO N/A
Question 1.1.Question 1.2.Question 1.3.Question 1.4.Question 1.5.Question 1.6.
5.
CLEANLINESS OF PHYSICAL ENVIRONMENT Were the following areas clean?
1. Grounds 2. Corridors 3. Buildings 4. Ablution facilities 5. General Ward 6. Was the Bed Linen clean? 7. Was the ward free of pests? 8. Other section you attended: CLEANLINESS YES UNSURE NO N/A Question 1 83% 8% 4% 6% Question 2 86% 7% 3% 5% Question 3 85% 7% 6% 3% Question 4 51% 19% 10% 21% Question 5 70% 11% 7% 13% Question 6 56% 11% 13% 21% Question 7 66% 9% 8% 19% Question 8 1% 4% 1% 91%
0%
20%
40%
60%
80%
100%
YES UNSURE NO N/A
Question 1Question 2Question 3Question 4Question 5Question 6Question 7Question 8
6.
RESPECT OF PATIENT’S RIGHT
1. Did the hospital staff draw your attention to patient’s right and responsibilities? 2. Did your consultation by the nurse or doctors take place in a private manner? 3. Was there a bench / chair provided for you to sit on while you waited? 4. Did you have a complaint? 5. If you had a complaint did you report it? 6. If you had a complaint were you satisfied with the way it was handled?
RESPECT OF PATIENTS RIGHT YES UNSURE NO N/A Question 1 64% 10% 24% 3% Question 2 87% 3% 7% 4% Question 3 88% 3% 6% 4% Question 4 27% 3% 61% 10% Question 5 26% 2% 24% 49% Question 6 25% 6% 12% 58%
0%10%20%30%40%50%60%70%80%90%
YES UNSURE NO N/A
Question 1Question 2Question 3Question 4Question 5Question 6
7.
SAFETY
1. At night was the nurse available when you called? 2. Did you feel safe in the hospital? 3. If No give reason:
SAFETY YES UNSURE NO N/A Question 1 66% 5% 5% 25% Question 2 77% 5% 3% 16%
0%10%20%30%40%50%60%70%80%
YES NO
Question 1Question 2
8. GENERAL
1. Was the food good? 2. Do you think visiting hours are convenient to the community? 3. Was your family advised about changed in your condition? 4. Did the hospital assist to make arrangements for you when you were
discharged Transport?
4.1. Referrals 5. At the time of your discharge did you feel that you had enough knowledge about
your illness to take care of yourself at home? 5. Would you return to this hospital for treatment?
GENERAL YES UNSURE NO N/A Question 1 44% 22% 19% 17% Question 2 58% 19% 13% 11% Question 3 35% 13% 22% 30% Question 4 24% 13% 23% 41% Question 4.1. 18% 11% 6% 66% Question 5 56% 7% 7% 31% Question 6 86% 2% 4% 9%
0%10%20%30%40%50%60%70%80%90%
YES UNSURE NO N/A
Question 1Question 2Question 3Question 4Question 4.1.Question 5Question 6
9. WAITING TIMES
1. How long did you wait for your out patient card? 2. How long did you wait to be treated by a nurse? 3. How long did you wait to be treated by a doctor? 4. How long did you wait for medication in pharmacy?
WAITING TIMES 30 MIN 1HR 2HRS 3HRS
How long did you wait for your Out Patient Card 51% 20% 13% 17% How long did you wait to be treated by a Nurse 75% 16% 6% 4% How long did you wait to be treated by a Doctor 58% 24% 5% 14% How long did you wait for Medication in Pharmacy 53% 19% 13% 15%
0%10%20%30%40%50%60%70%80%
30 MIN 1HR 2HRS 3HRS
How long did you waitfor your Out PatientCardHow long did you waitto be treated by a Nurse
How long did you waitto be treated by a Doctor
How long did you waitfor Medication inPharmacy
10.
POSITIVE
1. Happy with the way nurses treated me there were so excellent.
2. Treated nicely by nurses and doctors in the ward. 3. Treated with courtesy from admitting section up to the
ward. 4. Nursing staff excellent. 5. Fully satisfied with ward staff always willing to help with
everything. 6. This hospital is the best in the area. 7. Consultation is very good. 8. Ward staff so passionate about their work, very good. 9. Non walking patients have no problems. 10. Good treatment and communication. 11. Staff to keep up their good performance. 12. Everything goes well. 13. Keep up the good work. NEGATIVE 1. Waited for so long for OPD Cards, to be seen by Doctors and to
get medication in dispensary (11 patient’s comment)
2. There is no respect and no good care for us being patients, doctors should not deny pension for sick patients since there are the ones with problems.
3. Could be happy if all nurses are the same and they like their
work.
4. Doctors to arrange their meetings well not to make the patients suffer.
5. Loosing of patients record caused problems cause you have to
wait for so long, waiting for duplicate card to be re – written. 11.
6. Discipline of clerical staff should be considered especially from admitting office and discharge office.
7. Doctors are scarce, takes so long to be seen by doctors.
8. At Pharmacy sometimes you do not get medication you require
and you end up going back home without treatment, and you are forced to come back the following morning of which involves money.
9. At present I have six duplication of cards, now it made me
suffer cause it is impossible for me to get pension because the doctor could not get my old notes to refer on.
10.These questionnaires should be written in Zulu so as to be
easy for us to express our feelings.
11. OPD Clerks are so slow because of system they are using of separating cards.
12. Nurses and admin staff should inform us if there is
shortage of doctors.
13. Clerical staff to be more educated in receiving and drawing of patient’s records speedily.
14. Some of nursing staff to treat us as human beings and should
be taught respect.
15. Pharmacy shelter is not properly done especially if it is raining and if it is cold it does not cater for all those conditions.
16. Staff is OK but their communication is not visible and
applicable.
17. There is shortage of blankets. 12.
18. To improve hospital diet.
19. X- Ray department waiting time is so long and clerical staff are so harsh.
RECOMMENDATIONS
1. To increase visiting hours from 18h00 to 19h30 weekdays. 2. To employ more staff especially clerks for OPD and D3/D4.
3. These questionnaires should be written in Zulu so as to be
easily to express our feelings.
4. To have waiting area with chairs in OPD outside the tuck- shop cause we wait for so long without sitting in the queue.
5. All staff members that are rude should be given written
warnings.
6. Staff members should wear nametags.
7. To improve hospital linen, especially blankets.
8. Children’s dispensary should be separated from adults.
9. Withdrawal of OPD Cards to be faster.
10. More staff should be allocated in wards as patients need physical assistance.
11. To employ more nurses especially males.
12. To improve hospital diet.
13.
