BMI The Harbour Hospital Quality Accounts April ... - BMI Healthcare

5. Patient experience
5.1 Patient satisfaction
BMI Healthcare is committed to providing the highest levels of quality of care to all of our
patients. We continually monitor how we are performing by asking patients to complete a patient
satisfaction questionnaire. Patient satisfaction surveys are administered by an independent third
party. There has been ongoing focus on increasing the response rate to ensure that the analysis
of the data we collect provides us with reliable information on which to base our quality
improvement efforts. BMI Harbour Hospital analyses the monthly reports they receive, and
implements appropriate action to address any issues of disatisfaction or areas which have been
scored lower than others.
A project to improve on excellence has been ongoing over a number of years. The areas of
focus have been based on our patient feedback e.g. admisison and discharge processes,
nursing care and this has resulted in a year on year increase in patient satisfaction scores. The
focus for this year is Housekeeping and Catering.
There has been an increase in scores in all areas of patient satisfaction except for the
admission process and accommodation. This is evidence of the commitment and actions taken
by the hospital to continually improve patients’ experience. Admission and accommodation will
be a focus of quality improvement in the current year.
BMI Harbour Hospital Quality Accounts 2011-2012
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