Our patients have spoken – 2016-17 patient experience survey results

Hand completing paper survey

In 2017, we launched our first organizational patient experience surveys. Patients and clients from across the province shared their experiences of our care and service, and the results are in!

Areas surveyed were Mental Health and Addictions, Primary Health Care (33 collaborative family practices across the province), Long-Term Care, Cancer Care, inpatient (hospital) care and outpatient services. Surveys measured both quality of care and experience of care. Questions were aligned with Accreditation Canada’s service dimensions as well as NSHA’s strategic plan.

We distributed 26,300 surveys and received 10,796 responses.

Overall, 89.5 per cent of patients who responded rated their experience of care positively. This is an increase of 7.3 per cent over our previous aggregate results, and just shy of our 90 per cent target.

Here are some examples of where you said we’re doing well:

• Respecting your needs, values and preferences

• Treating you with dignity, courtesy and respect

• Taking cultural values into account and respecting diversity

• Listening to you

“I was very impressed with the level of care I received and the overall attitude of the hospital personnel. At no time did I feel like I was being ignored, talked down to or condescended. Both the Emergency Department staff and the third floor nursing staff are to be commended for the concern and respect they show to their patients and peers at all times.” - Patient

Here are some examples of where you said we need to improve:

• Waiting for your clinic appointment following registration

• Providing information about possible medication side effects, and what symptoms to look for after you are sent home from hospital

• Explaining different options available

• Letting you know what supports are available in community

“No one explained to me that after my surgery my incision may start leaking. I am not sure of what was happening and had to go to emergency, only to find out this was not uncommon to happen.” - Patient

View more details, including a one-page summary of results for each area surveyed.

What’s next? It’s not enough to hear from patients and clients. We need to use your feedback to improve our services. Action teams are already working to address areas in which we achieved less than 90 per cent. In the coming weeks and months, we’ll share details of how this improvement work is progressing.

Several of the survey questions connect directly to measures within our strategic plan. You can view a summary of these results here. Our 2016-17 results will be a baseline against which we can measure progress year over year.

Our goal is to provide the best possible care and services to you and your family. To improve, we need to hear from you. You may receive a survey in 2018 asking about your experience with us; thank you for letting us know how we are doing. However, you don’t need to wait for a survey to tell us about your experience or to get involved in improving our health system. Here are two ways you can share your voice:

• Consider becoming a volunteer patient/family advisor. View current opportunities.

• Let us know how we’re doing by calling toll-free 1-844-884-4177 or emailing the Patient Relations team in your area: http://www.nshealth.ca/contact-us/patient-feedbackcommentaires-des-patients