Authors (including presenting author) :
Ho NL(1), Au WK(1), Tsui BPC(1), Yung TC(1)
Affiliation :
(1)Department of Paediatric Cardiology, Queen Mary Hospital
Introduction :
Understanding patient experience is essential for evaluating the quality of health care services. To ensure a high quality of health care, the Department of Paediatric Cardiology (DPC) in Queen Mary Hospital carried out a patient experience and satisfaction survey in 2016. The survey was conducted again in 2019 to monitor and report patient experience in DPC.
Objectives :
1) To assess satisfaction of parents of paediatric cardiac patients; (2) to compare the results of 2016 survey; (3) to identify aspects for improvement
Methodology :
A cross-sectional study was conducted in an in-patient setting of DPC. A questionnaire with 60 items covering 5 dimensions of patient-centered care, including (1) respect for patients’ value, preference and needs, (2) information, communication and education, (3) physical comfort, (4) involvement of family, and (5) transition and continuity, was randomly distributed to eligible parents of paediatric patients. All quantitative outcomes are converted to – 100 scales for comparison if appropriate;
Result & Outcome :
From September to November 2019, 50 parents were recruited in DPC ward. Major findings are listed below. • Sixty-eight percent of respondents rated 90 or above for the care received from DPC in the current survey. • Parents scored 91.6 for the performance of DPC nurses with no significant difference with last survey. Parents responded that the nurses listened to them carefully (98.0%) and treated their child with respect and courtesy (98.0%). • Parents scored 93.2 for the performance of DPC doctors with no significant difference with last survey. All parents (100%) also responded that the doctors treated their child with respect and courtesy and they have confidence and trust in the doctors. • The percentage of participants who had never been told about the side-effects of medication reduced from 34.6% in last survey to 2.0% in the current survey. • The mean score rated for DPC staff of providing sufficient information on the indications, risks and outcomes of surgery increased by 13.3%, while that for cardiac catheterizations increased by 12.4%, when compared with the last survey. • The mean score rated for DPC staff of delivering adequate information on discharge increased by 6.5%. 94.0% of respondents understood completely the way to take care of their child on discharge. • 62.0% of respondents rated the ward temperature as appropriate, with an increase of 13.9 percentage points comparing with the previous survey. • However, 64.0% of participants reported their child had been bothered by the noise from other patients at night, with an increase of 23.6 percentage points comparing with the previous survey. • The mean score rated for hospital catering is 46.7 out of 100, the lowest among all items. This result has no significant difference with last survey. Conclusions The quality of healthcare provided by DPC is well maintained and parents were satisfied with the healthcare received in DPC. The results demonstrated that DPC staff respect to patients’ rights to information, which complies with the Patients’ Charter of Hospital Authority. Two areas that need to be improved: i) quietness of ward environment and ii) quality of hospital catering.
