Healthcare institutions continue to score a healthy rating from patients

Service satisfaction levels at the majority of public hospitals and polyclinics have gone up compared to two years ago. 

The Ministry of Health says among the hospitals, Khoo Teck Puat Hospital achieved the best results at 83%, followed by Alexandra Hospital (79%) and Tan Tock Seng Hospital (77%). 

Singapore General Hospital made the largest improvement of seven percentage points to score 74%. 

MOH said patients were particularly satisfied with the performance of hospitals' Specialist Outpatient Clinics. 

Clinics at six out of seven hospitals registered improvements in the level of service rendered. 

Polyclinics continued to improve on their previous scores with the overall satisfaction levels for the National Healthcare Group Polyclinics going up by two percentage points to 82% and SingHealth polyclinics also up by two percentage points to 77% . 

Clementi Polyclinic (89%), Jurong Polyclinic (87%) and Hougang Polyclinic (86%) achieved the best results among the polyclinics this year. 

On average, more patients this year said that they would recommend the services of Specialty Centres to other patients (82%) compared to 2010 (80%). 

The Institute of Mental Health (90%), National Skin Centre (81%) and the National University Heart Centre (79%) led the way this year with their patients expressing the highest satisfaction. 

MOH said overall, the healthy ratings reflect the high level of public confidence in the institutions, despite higher customer expectations. 

However, there are areas which need to be addressed to better meet patient expectations. 

Waiting times at healthcare institutions remain an area of dissatisfaction. 

While the institutions continue to introduce innovative measures to improve the turnaround time for admissions and patient discharges, the Ministry of Health has also enhanced the Community Health Assist Scheme in January 2012 allowing more patients to seek subsidised medical treatment at the GPs near their homes. 

Another area was in the coordination of care and transfer of information among the institutions. 

MOH says work will continue to ensure that patients experience seamless transits from acute hospitals to community care settings. 

The National Electronic Health Records will also enhance the flow of patients' medical records across both public and selected private sector entities. 

The Patient Satisfaction Survey 2012 was commissioned by the Ministry of Health and carried out by an independent survey company. 

12,355 patients took part in the survey from June to September 2012. 

Patients were asked to assess their perceptions based on the following nine service quality attributes 

1. Knowledge and skills of doctor
2. Care and concern shown by doctors
3. Clear explanation by staff on the procedures and care
4. Knowledge and skills of nurses
5. Care and concern shown by nurses
6. Knowledge and skills of allied health professionals
7. Care and concern shown by allied health professionals
8. Care coordination
9. Facilities