EFFECTIVELY MEASURING OUR PATIENTS' EXPERIENCE

At Mediclinic, we hold ourselves to the highest standards; our new patient feedback survey helps to ensure that patients are always at the heart of what we do.

Mediclinic International embarked on creating a single, standardised patient experience measurement index that would assist us in ensuring operational excellence and patient safety across all hospitals. It is a valuable tool for gaining a good understanding of what our patients expect and how well the hospital is meeting their expectations. Hospital management teams are using this information to improve their service and we are now working on sharing hospital specific results on this website. Scores will be published in March 2017.

How we measure
Global healthcare performance improvement specialists, Press Ganey, who currently partner with more than 10 000 organisations worldwide, was appointed in 2014 to independently conduct the survey and deliver advanced analytics. Their role is to assist Mediclinic in our relentless focus on improved patient safety across the entire patient journey. We have been working closely with them to develop and implement the tailored Patient Experience Index (PEI).

The survey
To make the most significant enhancements to the patient experience, we believe that it is important that our hospitals understand where the biggest improvement opportunities lie. Two measurement indicators have been chosen to provide a comprehensive and accurate picture of a patient’s stay at Mediclinic:

  1. The frequency of care
    HCAHPS (Consumer Assessment of Healthcare Providers and Systems), a family of surveys which originated in the US, is utilised to measure what happened and how regularly care was provided.
  2. The quality of care
    Patients are also asked to rate the quality of care or how well their needs were met during their stay in hospital.

The survey therefore provides a balanced, insightful report of how often specific care was administered as well as how well a patient feels they were treated at Mediclinic.

From admission to discharge, the survey assesses the entire hospital stay. The sections of the questionnaire include:

  • Nursing care
  • Doctor
  • Admission process
  • Catering
  • Medication received during stay and on discharge
  • Hospital environment
  • Tests and treatment: Radiology and Pathology
  • Personal issues: Privacy, relationship with family, etc.
  • Discharge process
  • Overall rating of service
  • Recommendation

On discharge, eligible patients are surveyed using posted or online surveys. Surveys are returned directly to Press Ganey who process the responses based on sound methodology.

How you can participate
On admission to a Mediclinic hospital, patients are asked whether they would like to participate in the patient satisfaction survey. If you’d like to add your voice, please grant us your consent and provide an email address.

For further information regarding the Patient Experience Index, please contact the Patient Experience Manager at your local hospital.