Being For Others - Calvary Health Care Bethlehem

FeedbackCHCB values feedback received frompatients, their friends and families,staff and other service providers.Opportunities for feedback are providedthrough formal patient satisfactionsurveys, suggestion boxes, writtenand verbal complaints and informalacknowledgement (e.g. letters ofCompliments ReceivedPatient and family satisfactionThis year, a short Patient SatisfactionSurvey was piloted on St Joseph’sand St Luke’s wards. The surveywas distributed by our Volunteerservice and 26 patient responseswere received. Overall care wasrated as ‘good’ or ‘excellent’ by76% of respondents on St Joseph’sward and 65% of respondents on StLuke’s. This valuable survey assessedthe patient/carer experience withour services and highlightedissues to be addressed relating toappreciation and thank you cards).This year we received significantcomplimentary feedback and severaluseful suggestions to improveour food services and our builtenvironment, which have all beenaddressed.Negative feedback is always a valuable opportunity for us to hear firsthand from our patients. This year, patients and/or their families lodgedfive written complaints. These complaints were addressed and resulted inimproved key processes and improved professional development of ourstaff. The nature of these complaints involves one or more of the issuesoutlined in the following table:AccessDischarge/TransferDelay in admissionTreatmentInadequate nursing careDelay in treatmentCommunicationPoor attendance/discourteousInadequate informationclinical practice, hospitality and theinvolvement of patients and theirfamilies in decision making and careplanning. This survey will eventuallybe implemented in all wards and theambulatory service areas, and willcomplement other formal patientsatisfaction surveys including theDepartment of Health ‘VictorianPatient Satisfaction Monitor’ and the‘Victorian Palliative Care SatisfactionSurvey’.AtmosphereNoisy environmentRightsProperty lossCalvary Health Care Bethlehem 2009 – 10 Annual Report Quality and Safety15