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Patient Satisfaction Survey NMC Hospital (Abu Dhabi)
REPORTRef. No: HAAD/UAE/09/1244Version: IIPrepared for: Health
Authority Abu Dhabi (HAAD)Date: 6th June, 2011
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Patient Satisfaction Survey (Report) Page II
Patient SatisfactionSurvey
Prepared for
Health Authority - Abu DhabiAbu Dhabi, United Arab Emirates
Submitted by
GRMC Advisory Services
Office 707 /710, The Atrium CentrePost Box 32853Dubai, United
Arab EmiratesTel.: +971 4 355 39 55Fax: +971 4 355 50 33Email:
[email protected]: www.grmc-online.com
GRMC 2011
REPORT
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Patient Satisfaction Survey (Report) Page III
Table of Contents
GRMC Advisory
Services.....................................................................................................................................................................................
II
1 NMC
Hospital.....................................................................................................................................................................41.1
Overall Hospitals: Inpatient Department
..............................................................................................................................................5
1.2 NMC Hospital (Abu Dhabi): Inpatient Department
...........................................................................................................................6
1.3 Overall Hospitals: Outpatient Department
........................................................................................................................................11
1.4 NMC Hospital (Abu Dhabi): Outpatient
Department......................................................................................................................12
2 Index of
Figures.............................................................................................................................................................15
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Patient Satisfaction Survey (Report) Page 4
1 NMC Hospital
Primary research campaign was implemented to conduct
quantitative questionnaire based interviews with
statistically significant samples of informed patients
possessing a recent experience at NMC Hospital (Abu
Dhabi).
The survey was conducted via CATI (Computer Assisted
Telephone Interviews) and face-to-face interviews by
GRMC operatives in Arabic and English languages along
with other ethnic languages (Urdu, Farsi, Hindi, etc.) as
required.
For CATI, our approach relied on data collected via a
telephone interview. In order to achieve this NMC Hospital
(Abu Dhabi) provided GRMC with a patient database. For
improved accuracy, GRMC contacted patients whose most
recent experience of visiting NMC Hospital (Abu Dhabi)
was not longer than a fortnight ago. As such, NMC
Hospital (Abu Dhabi) shared patient database every two
weeks with GRMC.
This patient database included specific fields of
information
comprising; patient name; patient contact number (GSM
and / or Landline); name of hospital patient visited and
specialty visited (specialty limited to inpatient,
outpatient
or A&E). Other patient facets such as demography
(gender, date of birth and nationality) were also shared.
The questionnaires pertinent to the patient satisfaction
survey were designed in collaboration with the HAAD
authorities.
The base questionnaire used to capture responses was in
English language however interviewer scripts were
prepared in Arabic language so as to follow patient
respondents to participate in a better manner.
Approximately 1,100 interviews were conducted of which
772 forms were completed and validated.
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Patient Satisfaction Survey (Report) Page 5
1.1 Overall Hospitals: Inpatient Department
Figure 1. Overall Hospitals: Inpatient Department
SatisfactionIndicators
No.
Of B
eds
Ove
rall
Cour
teou
snes
s &
Frie
ndlin
ess
Prop
er C
omm
unic
atio
n
Resp
onse
Tim
e
Ove
rall
Cour
teou
snes
s &
Frie
ndlin
ess
Prop
er C
omm
unic
atio
n
Tim
e Sp
ent
Ove
rall
Tim
ely
& S
moo
thD
isch
arge
Pro
cess
Inst
ruct
ions
Pro
vide
dfo
r Ca
re a
t Hom
e
Med
icat
ion
& P
rovi
sion
for
Follo
w u
p Ca
re
Ove
rall
Pain
Man
agem
ent
Med
icat
ion
Ove
rall
Acc
omod
atio
n Fa
cilit
y
Food
& B
ever
age
Visu
al A
ppea
l
Park
ing
Faci
lity
Ove
rall
Conv
enie
nce
ofLo
catio
n
Conv
enie
nce
ofVi
sitin
g Ti
me
Ove
rall
Clea
nlin
ess
Reso
lutio
n of
Med
ical
Prob
lem
Pape
rwor
k at
Rece
ptio
n
Noi
se L
evel
Abu Dhabi Al Noor (Airport Road) 96 91.1%
NMC (Abu Dhabi) 87 90.7%
Al Noor (Khalifa Street) 85 89.5%
Al Reef International 50 89.4%
SKMC [SEHA] 358 88.3%
Al Corniche [SEHA] 285 88.3%
Al Rahba [SEHA] 117 88.3%
National 20 87.7%
Al Raha 15 86.5%
Al Mafraq [SEHA] 364 85.7%
Dar Al Shifa 17 85.5%
Magrabi 4 85.5%
Gulf Diagnostic Center 8 84.9%
Al Salama 19 83.6%
CosmeSurge & Emirates 10 83.2%
Lifeline 25 83.0%
Emirates French 10 81.8%
Al Ahalia 40 81.5%
Al Samaya Specialized 2 81.4%
Lifeline Day Care 5 81.3%
SKMC (Psychiatrics) [SEHA] 213 79.2%
Eastern Al Noor (Al Ain) 47 90.1%
Emirates International 25 89.4%
NMC (Al Ain) 20 88.4%
Al Ain [SEHA] 395 84.7%
Specialized Medical Centre 23 84.7%
Oasis 44 84.3%
Al Tawam [SEHA] 441 84.3%
Western Madinat Zayed [SEHA] 130 88.5%
Al Wagan [SEHA] 15 88.0%
Al Rewaise 36 83.8%
Ghayathy [SEHA] 34 76.7%
Al Mirfa [SEHA] 28 75.3%
Delma [SEHA] 23 75.3%
Sila [SEHA] 36 74.7%
Tangibles Non tangibles
Overall Hospitals: Inpatient Department Satisfaction
Indicators
Region Hospital
Source: GRMC Advisory Services, 2011
Ove
rall
faci
lity
rati
ng
Medical staff AHPs Discharge Care
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Patient Satisfaction Survey (Report) Page 6
1.2 NMC Hospital (Abu Dhabi): Inpatient
Department
The overall satisfaction rating for the inpatient department
of NMC Hospital is recorded at 90.7%, which is higher than
the mean rating of all the hospitals. Highest and lowest
ratings for overall healthcare facility achieved by any
hospital under investigation are 91.1% and 74.7%
respectively.
Figure 2. NMC Hospital (Abu Dhabi) Inpatient Department
Components
Amongst the various components investigated within NMC
Hospital, Medical Staff (93.4%) followed by Inpatient Care
(93.1%) received comparatively higher satisfaction rating
than other components. On the other hand, non tangibles
component ranked the lowest amongst the investigated
satisfaction components.
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Patient Satisfaction Survey (Report) Page 7
Figure 3. NMC Hospital (Abu Dhabi) Medical StaffFigure 4. NMC
Hospital (Abu Dhabi) Allied Health
Professionals
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Patient Satisfaction Survey (Report) Page 8
Figure 5. NMC Hospital (Abu Dhabi) Discharge Process Figure 6.
NMC Hospital (Abu Dhabi) Inpatient Care
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Patient Satisfaction Survey (Report) Page 9
Figure 7. NMC Hospital (Abu Dhabi) - Tangibles
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Patient Satisfaction Survey (Report) Page 10
Figure 8. NMC Hospital(Abu Dhabi) Non Tangibles
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Patient Satisfaction Survey (Report) Page 11
1.3 Overall Hospitals: Outpatient Department
Figure 9. Overall Hospitals: Outpatient DepartmentSatisfaction
Indicators
Ove
rall
Cour
teou
snes
s &
Frie
ndlin
ess
Prop
erCo
mm
unic
atio
n
Tim
e Sp
ent
Expl
anat
ion
ofTe
st a
ndTr
eatm
ent
Expl
anat
ion
ofM
edic
al C
ondi
tion
Ove
rall
Faci
lity
&Eq
uipm
ents
Park
ing
Faci
lity
Com
fort
of
Wai
ting
Are
a
Clar
ity o
fH
ealth
care
Faci
lity
Inte
rnal
Sign
s
Visu
al A
ppea
l
Ove
rall
Conv
enie
nce
ofLo
catio
n
Ove
rall
Clea
nlin
ess
Priv
acy
Wai
ting
Tim
e
Pape
rwor
kIn
volv
ed
Abu Dhabi Al Samaya Specialized 87%
Lifeline 87%
Al Corniche [SEHA] 85%
Al Noor (Khalifa Street) 86%
Al Rahba [SEHA] 85%
Al Noor (Airport Road) 85%
SKMC [SEHA] 85%
National 85%
Magrabi 85%
Dar Al Shifa 85%
Al Raha 85%
Emirates French 85%
NMC (Abu Dhabi) 84%
CosmeSurge & Emirates 84%
Al Salama 84%
Al Mafraq [SEHA] 83%
Gulf Diagnostic Center 81%
Al Reef International 81%
SKMC (Psychiatrics) [SEHA] 79%
Lifeline Day Care 79%
Al Ahalia 76%
Eastern NMC (Al Ain) 87%
Specialized Medical Centre 87%
Emirates International 85%
Al Noor (Al Ain) 85%
Al Tawam [SEHA] 83%
Al Ain [SEHA] 83%
Oasis 82%
Western Ghayathy [SEHA] 85%
Madinat Zayed [SEHA] 83%
Al Wagan [SEHA] 80%
Al Mirfa [SEHA] 80%
Al Rewaise 80%
Delma [SEHA] 80%
Sila [SEHA] 78%
Overall Hospitals: Outpatient Department Satisfaction
Indicators
Source: GRMC Advisory Services, 2011
Region Hospital Ove
rall
Faci
lity
Rati
ng Medical Staff Tangibles Non Tangibles
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Patient Satisfaction Survey (Report) Page 12
1.4 NMC Hospital (Abu Dhabi): Outpatient
Department
Outpatient department components investigated registered
lower levels of satisfaction when compared to NMC
Hospitals inpatient department. NMC hospitals overall
outpatient satisfaction score equated to 84.5%, which is
higher than the mean score registered in the patient
satisfaction survey campaign. Highest and lowest ratings
for overall healthcare facility achieved by any hospital
Figure 10. NMC Hospital (Abu Dhabi) Outpatient Department
Components
under investigation are 86.8% and 75.6% respectively.
Amongst the various components investigated within NMC
Hospital, Medical Staff (91%) followed by Tangibles (86%)
received comparatively higher satisfaction rating than
other components. Conversely, Non tangibles component is
ranked lowest amongst the inspected outpatient
department satisfaction components.
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Patient Satisfaction Survey (Report) Page 13
Figure 11. NMC Hospital (Abu Dhabi) Medical Staff
Figure 12. NMC Hospital (Abu Dhabi)- Tangibles
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Patient Satisfaction Survey (Report) Page 14
Figure 13. NMC Hospital (Abu Dhabi) Non Tangibles
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Patient Satisfaction Survey (Report) Page 15
2 Index of Figures
Figure 1. Overall Hospitals: Inpatient Department Satisfaction
Indicators 5
Figure 2. NMC Hospital (Abu Dhabi) Inpatient Department
Components 6
Figure 3. NMC Hospital (Abu Dhabi) Medical Staff 7
Figure 4. NMC Hospital (Abu Dhabi) Allied Health Professionals
7
Figure 5. NMC Hospital (Abu Dhabi) Discharge Process 8
Figure 6. NMC Hospital (Abu Dhabi) Inpatient Care 8
Figure 7. NMC Hospital (Abu Dhabi)- Tangibles 9
Figure 8. NMC Hospital (Abu Dhabi) Non Tangibles 10
Figure 9. Overall Hospitals: Outpatient Department Satisfaction
Indicators 11
Figure 10. NMC Hospital (Abu Dhabi) Outpatient Department
Components 12
Figure 11. NMC Hospital (Abu Dhabi) Medical Staff 13
Figure 12. NMC Hospital (Abu Dhabi)- Tangibles 13
Figure 13. NMC Hospital (Abu Dhabi) Non Tangibles 14
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Patient Satisfaction Survey (Report) Page 16
Post Box 32853Office 707 The Atrium CentreDubai. United Arab
EmiratesTel.: +9714 355 39 55Fax: +9714 355 50 33Email:
[email protected]: www.grmc-online.com
GRMC 2011
