Independent survey results show high patient satisfaction at MAHC

Patient satisfaction for Acute Care and Emergency Care services at Muskoka Algonquin Healthcare (MAHC) hospital sites continues to rank well above provincial averages for Ontario community hospitals on all dimensions of care, according to a recent independent study.

The three-month survey, Independent Survey Results Show High Patient Satisfaction, conducted from October 1 to December 31, 2011, indicated a 95.4% overall satisfaction rate by acute care inpatients and a 91% overall satisfaction rate by Emergency Care patients at MAHC sites. The provincial averages for Ontario community hospitals were 91.9% for Acute Care and 85% for Emergency Care.

Natalie Bubela, Chief Executive Officer for MAHC, says the results are indicative of the people-focused care MAHC strives to provide on a daily basis.

“I am very pleased with the results,” she says. “The patient is the most important part of the health care equation and we are committed not only to providing exceptional care, but doing so in a thoughtful and respectful manner.”

Even more pleasing, results from all patient satisfaction surveys completed in 2011 showed that MAHC obtained an average satisfaction rate of 95% in Acute Care services and over 90% in Emergency Care services and has performed above provincial averages for Ontario community hospitals to date.

“These scores are a testament to our patients’ assessment of the care our staff provides,” Bubela says. “We can enjoy a sense of gratification when we know that members of our community are pleased with the level of care they’re receiving.”

She says the results are also used for quality improvements within the hospital sites.

“The survey is designed to measure what matters most to patients and provides data that can be used for targeted improvements by front-line staff,” Bubela adds. “Through the patient satisfaction surveys, we receive information that helps us identify what we are doing well and highlights opportunities to improve care and services.”

The measurement of standardized patient satisfaction for Acute Inpatient, and Emergency Departments is conducted by the Ontario Hospital Association’s (OHA) surveying partner, National Research Corporation (NRC) using the Picker Institute survey instrument. The surveying program allows each hospital to compare patient satisfaction results to facilities within their peer group.

NRC conducted the survey on a monthly basis by randomly selecting 25 Acute Care patients and 100 Emergency Care patients at each hospital site and querying them on a wide range of variables regarding their patient experience. Patients were asked their opinion on things like the quality and coordination of their care, their physical comfort and the conditions of their environment, courtesy of staff and physicians, sharing of information and overall impressions.

“On every dimension rated in the survey MAHC fared well,” says Sven Miglin, MAHC Board Chair. “This is a real credit to our front-line staff, physicians and volunteers, and a true reflection of their hard work and collaboration in providing outstanding care for our patients and their families.”