2015 Survey of Patient Satisfaction with Public Healthcare Institutions

13 June 2016

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1 The Ministry of Health’s Patient Satisfaction Survey (PSS) 2015 found that 85.9% of respondents were overall satisfied with public healthcare institutions (HCI).

2 The PSS is conducted each year to assess patient satisfaction with, and help identify areas for improvement in public HCIs. In 2015, all public HCIs (including hospitals, national specialty centres and polyclinics) were covered in the survey, which was conducted from November 2015 to February 2016. The survey was carried out by an independent survey company, using a structured questionnaire over face-to-face or phone interviews with patients or their caregivers. A total of 12,469 responses were gathered.

3 The key results are attached in Annex A [PDF, 644KB]. The top line findings are as follows:

85.9% of respondents rated their overall satisfaction levels with the public HCIs as “excellent” and “good” (compared with 79.1% in 2014).
83.8% of respondents rated the public HCIs as having met or exceeded expectations (compared with 80.6% in 2014).
84.9% of respondents were willing to recommend the public HCIs to others (compared with 82.4% in 2014).
72% of respondents rated the affordability of the services provided by the public HCIs as ‘excellent’ or ‘good’ (compared with 68.7% in 2014).

4 HCIs were also assessed on attributes in relation to seven touchpoints[1]. For each of these attributes, respondents were asked to rate the importance and their satisfaction level.

5 Open-ended feedback from respondents was sought. The feedback indicated that respondents were generally satisfied with the medical staff and facilities. However, they also cited waiting time, procedures and facilities as areas that needed improvement.

6 MOH thanks all members of our public healthcare workforce for working hard to serve their patients. MOH will continue to work closely with our public healthcare institutions in our journey of continual improvements.

[1] The touchpoints were doctors, nurses, allied health professionals, care coordination, facilities, waiting time, and billing issues