KTPH tops service levels, SGH shows largest improvement: survey

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

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

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

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 per cent and SingHealth polyclinics also up by two percentage points to 77 per cent.

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

Tan Tock Seng Hospital is tops when it comes to service at Specialist Outpatient Clinics, moving up from third spot on 2010.

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

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

Director of Operations Medicine at Tan Tock Seng Hospital, Ho Juan San said a multi—pronged approach at the hospital’s clinics helped to improve overall patient experience and managing waiting times.

A key reason for this improvement is patient ambassadors who were introduced in 2011.

"In January 2013, we intend to appoint the second batch of patient ambassadors The basic duties will include greeting and offering assistance to our patients in the clinics. And part of their job description is also to provide regular updates for the patients while waiting to see their doctors," said Mr Ho.

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

The Institute of Mental Health (90 per cent), National Skin Centre (81 per cent) and the National University Heart Centre (79 per cent) 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.

CEO of Khoo Teck Puat Hospital Chew Kwee Tiang acknowledged that bed capacity was in issue, and that the hospital was adding 32 beds in 2013.

"But I still believe the crunch would still be there. As patients enter our A&E, how do we manage the family and patients who need to be admitted very quickly... Managing that kind of service levels and helping our staff manage the conflict and tension is very important," he said.

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.

The ministry said 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.

More than 12 000 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

— CNA/ck/jc