VALENCIA MEDICAL HOSPITAL

Sayre Highway, Valencia City, Bukidnon

Title: OPD Patient Satisfaction Survey Result for the Month of April 2012
Section: All Hospital Sections Responsible Party: QA Team Regulatory/ Standard Reference: 7.6.x.1 CORE Document Number: 154 Pages: 5 Date Reported: 5/4/2012

The total number of patients who seek health consultation on the month of March 2012 was 222. Out of the 222 patients who consulted, 44 became respondents of our OPD patient satisfaction survey. That is 20% of the total OPD census for the said month. The six charts below are the graphical presentations of the result of the survey conducted specifically about the OPD section. The areas evaluated under this hospital section are the services, the staffs, doctor, facilities, waiting time, and cost. 1. Services in the OPD It is obvious from the chart below that majority of the respondents were very satisfied of the services in the OPD. Patients direct involvement in decisions about their medical care (55%) had the highest rating followed by the service received from the healthcare professionals (50%) and the hours of availability of the OPD service (45%).

Hours of availability of OPD service Very Dissatisfactory Service received from the healthcare professionals Patients were involved directly in decisions about their medical care 0 5 10 15 20 25 30 Dissatisfactory Fair Satisfactory Very Satisfactory

2. OPD Staff The chart below reveals that the professionalism of the staff had the highest percentage of very satisfactory rating57% followed by the friendly and courteous attitude of the staff (52%) and their tactfulness in providing explanation of procedures and instructions (41%).
Tactful explanation of procedures and instructions given were easily understood Friendliness and courtesy of the staff

Very Dissatisfactory Dissatsfactory Fair Satisfactory

Professionalism of the staff 0 5 10 15 20 25 30

Very Satisfactory

3. Doctor Twenty-one (21 or 48%) of the respondents were very satisfied of the doctors explanation of the patients illness, procedures and medications. Moreover, 41% gave a very satisfactory rating for the time spent by the doctor with the patient. Seventeen or (39%) of the respondents were also very satisfied of the concern shown to them by the doctors.
Explanation of illness, procedures and medications can be understood easily Takes enough time with the patient Shows concern to the patient 0 5 10 15 20 25

Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory

4. Facility The chart illustrates that most of the respondents were very satisfied of the 4 areas evaluated regarding the OPD facility. Twenty-four or (55%) of the respondents gave a very satisfactory rating for the convenience of the facilitys location. It has the highest rate among the four areas assessed followed by the neatness, cleanliness, comfort and ventilation of the area and the ease of finding different hospital locations with 50% and 43% very satisfactory rating respectively. Respondents were also very satisfied for the privacy given to them during physical exam.

OPD area is neat, clean, comfortable and well ventilated Ease of finding different hospital locations Privacy is maintained during physical exam (when applicable) Convenience of the facility's location 0 10 20 30

Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory

5. OPD Waiting Time In general, most respondents were very satisfied of the Waiting time in the OPD particularly the waiting time to be attended by staff (61%) followed by requests for assistance answered within a reasonable time (55%) and waiting time to be seen by the doctor (48%).

Waiting time to be attended by staff Waiting time to be seen by doctor Requests for assistance answered within reasonable time 0 5 10 15 20 25 30

Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory

6. Cost/Charges Most of the respondents were very satisfied of the explanation of charges and the cost of services in the OPD with a rating of 59% and 43% respectively.
Cost of services
Very Dissatisfactory Dissatisfactory Fair

Explanation of charges 0 5 10 15 20 25 30

Satisfactory Very Satisfactory

Laboratory The 3 charts below are the graphical presentations of the result of the survey conducted specifically about the Laboratory. The areas evaluated are the staffs, the waiting time and the facility. Laboratory Staff The chart below depicts that most of the respondents gave a satisfactory rating for the laboratory staff in terms of their friendliness and courtesy (78%). With regards to the staffs professionalism and tactful explanation of procedures and instructions given the same satisfactory rating was noted67%.

Professionalism of the staff Friendliness and courtesy of the staff Tacful explanation of procedures and instructions given were easily understood 0 1 2 3 4 5 6 7 8

Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory

Laboratory Waiting time The result showed that the majority of the respondents were satisfied of the waiting time for the tests to be performed and the waiting time for test results.
Very Dissatisfactory

Waiting for tests to be performed Waiting for test results 0 1 2 3 4 5 6

Dissatisfactory Fair Satisfactory Very Satisfactory

Laboratory Facility It is clear from the chart in the next page that respondents were satisfied of the laboratory facility in terms of its neatness, cleanliness, comfort and ventilation.
3

Very Dissatisfactory

Laboratory area is neat, clean, comfortable and well ventilated

Dissatisfactory Fair Satisfactory

Very Satisfactory

Radiology The 3 charts below are the graphical presentations of the result of the survey conducted specifically about the Radiology Section. The areas evaluated are the staff, waiting time and facility. Radiology Staff As depicted in the chart below, there was an equal percentage71% of survey respondents who were commonly very satisfied of the staffs professionalism and their friendly and courteous attitude while 57% were very satisfied of their tactfulness when giving explanation of procedures and the instructions.

Professionalism of the staff Friendliness and courtesy of the staff Tacful explanation of procedures and instructions given were easily understood

Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory 0 1 2 3 4 5 6

Radiology Waiting Time As reflected on the chart below, it is evident that majority of the respondents (71%) gave a satisfactory rate for the waiting time for the tests to be performed but a fair rating was generally noted for the waiting time of test results. However, there are also few respondents (29%) who gave a satisfactory rating for the waiting time for the radiologic test results.
Waiting for tests to be performed Waiting for test results 0 1 2 3 4 5 6
Very Dissatisfactory Dissatisfactory Fair Satisfactory Very Satisfactory

Radiology Facility In terms of the radiology facility, majority of the survey respondents (69%) rated the cleanliness, comfort, ventilation and lighting of the radiology section as satisfactory.
Very Dissatisfactory

Radiology area is clean, comfortable, well ventilated and lighted

Dissatisfactory Fair Satisfactory

Very Satisfactory

Summary of OPD Patient Satisfaction Survey Result The general responses of the respondents were very satisfactory in terms of the services, staff, doctors, facility, waiting time and cost. With regards to the laboratory and radiology sections, respondents commonly gave a satisfactory rating for the staff, the waiting time and facility except for the waiting time for radiologic test results which was generally rated as fair. Will patients refer VMH to others? Out of 44 respondents, all respondents agree to refer VMH to others. What patients like best in VMH: What patients like best in VMH: 1. Good, quality service 2. Good doctors 3. Good service of Dr. Garcia 4. Accommodating attitude of staff What patients dislike in VMH: The common answer that respondents wrote was that they liked and were satisfied of the service in the OPD. Patients suggestions for improvement: Continue to provide quality service to all patients Commendations: 1. The QA team would like to give due commendations to the OPD for the very satisfactory rating this month. 2. The QA team would like to commend the OPD for consistently providing good, quality service which is number one in the list of what patients like followed by good doctors. Recommendation: 1. The QA team would like to motivate the Radiology section to improve on the waiting time particularly on the issuance of results. The QA team welcomes discussion from the section with regards to any difficulties encountered in the workplace that might hinder them from delivering quality services. If ever there will be delays of the issuance of the results, the QA team would like to remind the Radiology section to inform patients and their SOs of any inevitable delays. # of Responses 12 9 7 5

Reported by:

Noted by:

Camille Van A. Chio, RN, MAN Quality Assurance Head Date: ___________

Mr. Anthony B. Garcia, Jr. Hospital Administrator Date: ___________