06 Your say counts COMPLAINT CATEGORIES 2015–16 (n=322) ACCESS COMPLAINTS: 130 A DECREASE FROM 159 IN THE PREVIOUS YEAR COMPLAINTS: 93 A DECREASE FROM 107 IN THE PREVIOUS YEAR TREATMENT COMPLAINTS: 61 COMPLAINTS: 0 ATMOSPHERE COMPLAINTS: RIGHTS COMPLAINTS: 4 COSTS COMPLAINTS:
Victorian Healthcare Experience Survey The Victorian Healthcare Experience Survey (VHES) is a state-wide survey of the public healthcare experience, focusing on Inpatient and Emergency Departments. In 2016, VHES commenced surveying patients from the Specialist Clinics, which is an exciting development for our hospital as the majority of our care is performed in this environment. 07 The VHES reports are produced quarterly and provide comparative results with other specialist hospitals and are benchmarked with other public hospitals in Victoria. Between July 2015 and June 2016, 2,334 patients were approached and 761 patients completed the survey; a response rate of 32% which is similar to other participating hospitals. Patient satisfaction The table below shows the patient satisfaction with their experience at the hospital in each quarter of the year, compared with the same period in the previous year. Patient satisfaction: July-September October-December January-March April-June Leaving hospital Below is a sample of questions from the VHES relating to patient discharge and how the Eye and Ear performs in this area. This data enables us to identify focus areas to improve the patient experience and also to highlight with staff how the public perceives the level of care and service they receive. With an average patient length of stay of 1.1 days, our patients predominantly have their discharge planning undertaken prior to admission, where questions are asked about their social and discharge arrangements. Because of these results, the Eye and Ear will be placing more emphasis on ensuring that appropriate discharge planning is in place and that this is communicated clearly to patients. Leaving hospital: Question January-March ‘Like Hospital’ State-wide average 2015 2016 Before you left hospital, did the doctors and nurses give you sufficient information about managing your health and care at home? Overall, how would you rate the care and treatment you received from your doctors? Thinking about when you left hospital, were adequate arrangements made by the hospital for any services you needed? (e.g. transport, meals, mobility aids) 79.6% 80.8% 75.7% 68.3% 98.6% 92.4% 95.8% 94.1% 65.2% 52.3% 67.3% 69.4%
15 75% AT THE END OF THE 2016 WE HAD OVER 100 CONSUMERS ON OUR REGISTER ASSISTING WITH QUALITY AND SAFETY ACTIVITIES. DURING 2016 THE EYE AND EAR EXCEEDED THE 75% TARGET SET BY THE DEPARTMENT OF HEALTH & HUMAN SERVICES FOR STAFF FLU VACCINATION RATES. IN 2015–16 THERE WERE 0 PRESSURE INJURIES RECORDED DURING AN INPATIENT STAY. Hand hygiene tips: When should I clean my hands? • Before touching or eating food • After going to the bathroom/toilet • After sneezing, coughing or disposing of tissues • Before touching your eyes, nose or mouth • After handling dirty clothes or linen • Before and after touching your dressing Remember • Do not visit someone in hospital if you feel unwell, have a cold, have been vomiting or had bowel symptoms. Wait until you feel better. • Clean your hands with alcohol hand rub or soap and water before visiting friends/relatives, and before going home. • Avoid bringing too many visitors at one time to visit someone. Always check with staff. • Be careful not to touch dressings, drips or other equipment around the bed. Source: National Health and Medical Research Council