Health Services Commissioner Annual Report 2000/2001

Providers
Table 18. Providers’ Evaluations
Providers Evaluations
from February 2001 to June 30 2001
Response total=93 out of 450 sent 21% return
100%
80%
60%
6
1
10
2
1
45 40
21
1
2
30
3 4
10
3
5
2
2
36 43 39
Missing
Disagree strongly
Disagree
40%
20%
39 41 39
43 41 43
Agree
0%
helpful access calls listen handled outcome
Agree strongly
Provider responses were also very positive. Eighty eight percent of providers who
responded indicated they were satisfied with the outcome of the complaint. Over 84%
of providers agreed the staff were helpful, they were able to access staff who listened
to them and 74% agreed their calls were returned within 24 hours.
Here are some comments that indicate the level of satisfaction providers have:
“Thank you, its nice to have the HSC look after these issues; its becoming
increasingly difficult to satisfy every patient and it seems complaints will become an
ever present reality in medical practice and the HSC has dealt with my case well.”
“I was impressed with the professionalism and the patience of the staff in a difficult
and a time consuming process.”
“As a health service provider I have no complaint with the current procedures of your
office.”
“I appreciate the chance for the complaint to be referred to me to enable an apology
and for the complaint to be handled locally – which turned out to be satisfactory.”
“I appreciated the opportunity to discuss the issue and the courtesy with which I was
treated. I also appreciated the non-judgemental advice, likewise the feedback.”
“Whilst form my point of view a satisfactory outcome was not achieved, your conduct
of this matter was appreciated and approvingly managed.”
While the period of evaluation was limited to 5 months the data indicate an overall
satisfaction with the role of the office in complaint resolution. The evaluation process
Health Services Commissioner Annual Report 2000/2001 57