Patient survey results reveal improvements in emergency department experience

Released this week, the Bureau of Health Information’s Emergency Department Patient Survey shows that of the more than 1,200 patients surveyed across the district, the majority (87 per cent) rated the overall care they received as ‘very good’ or ‘good’.

The survey also reflected high levels of satisfaction with the healthcare staff. More than nine in ten respondents (92 per cent) rated the ED health professionals as ‘very good’ or ‘good’, 85 per cent said they were always treated with respect and dignity, and 80 per cent described health professionals as ‘kind and caring’.

Notably, the District saw significant improvements in both the number of people who felt they were checked on while awaiting treatment and in the number of patients who left the service with discharge summaries or documentation to provide to their GP, with both measures performing significantly better than the state average.

NBMLHD Chief Executive, Brad Astill says the survey results provide valuable patient feedback that helps to identify areas for attention and improvement of services

“Our emergency department staff work tirelessly to provide high quality, inclusive and timely care to our growing community. It’s pleasing to see that their efforts, skill and dedication are reflected in the feedback in this report.”

“The survey also helps to identify opportunities where we can better serve our patients. People who present to our EDs often arrive in moments of great stress and uncertainty. We’re committed to the continuous improvement of our services, so that every patient has the best possible experience of care,” says Brad.

“I’d like to thank the respondents who took the time to provide this valuable feedback which supports our efforts to enhance future patient experiences.”

Nepean Hospital

Efforts to improve signage and access to services at Nepean Hospital delivered strong results, with patients reporting that directions to the EDs were easy to follow, achieving significantly higher satisfaction rates than the NSW average.

“I always find the Nepean Hospital very good. They care and look after you well. I trust them and know I’m in good hands.” – Patient at Nepean Hospital

Hawkesbury District Hospital

Efforts to improve signage and access to services at Hawkesbury Hospital delivered strong results, with patients reporting that directions to the EDs were easy to follow, achieving significantly higher satisfaction rates than the NSW average.

“The nurses were great, understanding and patient. They explained everything.” – Patient at Hawkesbury District Hospital

Blue Mountains District ANZAC Memorial Hospital

Blue Mountains Hospital recorded 12 areas where patients rated their experience significantly better than the NSW average. This included an eight per cent improvement in overall care when compared with the previous year, as well as strong results for patients receiving safe, high quality care (81 per cent), consistently kind and caring health professionals (88 per cent), and receiving the right amount of information about their condition and treatment (90 per cent).

“Exceptionally compassionate and thoughtful care by each staff member. No matter how busy they were, when they cared for me they were focused on my needs.”– Patient at Blue Mountains District ANZAC Memorial Hospital

Lithgow Hospital

Effective communication was paying off at Lithgow Hospital with 56 per cent of patients reporting that they were advised how long the wait would be – a 15 per cent improvement on the previous year’s result.

“All staff were very attentive and I really felt well cared for, that my concerns were being heard and my wellbeing was important.”– Patient at Lithgow Hospital